Deputy Project Manager

Deputy Project Manager

The Deputy Project Manager plays a key leadership role in supporting the successful delivery of payment processing operations and contractual commitments. Partnering closely with the Project Manager, this position helps oversee day-to-day operations, financial performance, service delivery, regulatory compliance, and client satisfaction across a high-volume transaction processing environment.

The Deputy Project Manager serves as a primary liaison among operational teams, clients, vendors, financial institutions, and internal stakeholders to ensure accurate, timely, and compliant payment processing services. This role provides direct leadership to multiple functional areas, drives process improvements, supports strategic initiatives, and assumes full operational responsibility in the absence of the Project Manager.

Key Responsibilities

• Support the Project Manager in the overall management of payment processing operations, ensuring adherence to contractual requirements, service level agreements (SLAs), key performance indicators (KPIs), and quality standards.
• Provide leadership and oversight for payment receipt, processing, balancing, reconciliation, exception management, disbursement, customer service, mailroom, and data entry functions.
• Monitor operational and financial performance, identify trends, and implement corrective actions to achieve performance goals.
• Partner with the Project Manager to manage client relationships and ensure a high level of customer satisfaction and service delivery.
• Lead cross-functional teams and foster a culture of accountability, collaboration, continuous improvement, and operational excellence.
• Analyze workflow, productivity, quality, and financial metrics to identify opportunities for increased efficiency, accuracy, and cost savings.
• Coordinate with clients, financial institutions, vendors, auditors, and internal stakeholders to resolve operational issues and support business initiatives.
• Support project planning, implementation, risk mitigation, and issue resolution for operational enhancements and client-driven initiatives.
• Ensure compliance with contractual obligations, regulatory requirements, security standards, and internal controls.
• Develop, document, and implement operational procedures and process improvements that enhance performance and reduce risk.
• Oversee workforce planning activities, including scheduling, staffing, training, coaching, and employee performance management.
• Prepare and present operational, financial, and performance reports to management and client stakeholders.
• Support internal and external audits by maintaining compliance documentation and ensuring audit readiness.
• Escalate and resolve complex operational, financial, customer service, and compliance-related issues.
• Provide leadership support during critical operational events, system outages, processing deadlines, and other business-critical situations, including availability outside of standard business hours as needed to ensure continuity of operations and timely issue resolution.
• Serve as acting Project Manager during absences, providing leadership and decision-making authority to maintain uninterrupted operations.

Required Qualifications

• Bachelor's degree in Business Administration, Finance, Operations Management, Project Management, or a related field.
• Minimum of five (5) years of experience in payment processing, financial operations, project management, business operations, or customer service environments.
• Minimum of three (3) years of progressive leadership or supervisory experience managing operational teams.
• Experience leading high-volume transaction processing or payment operations in a metrics-driven environment.
• Strong knowledge of payment processing workflows, financial controls, reconciliation practices, and operational risk management.
• Proven ability to manage competing priorities while meeting deadlines and contractual commitments.
• Strong analytical, problem-solving, and decision-making skills with the ability to interpret operational and financial data.
• Excellent verbal and written communication skills with the ability to build relationships across all levels of an organization.
• Proficiency with Microsoft Office Suite, reporting tools, and business applications.
• Ability and willingness to work extended hours, evenings, weekends, and holidays as needed, and participate in an on-call rotation to support business-critical operations and issue resolution.

Preferred Qualifications

• Experience supporting government payment programs, banking operations, financial services, healthcare claims processing, or other regulated transaction-processing environments.
• Experience managing client-facing service delivery operations and contractual performance requirements.
• Knowledge of audit, compliance, and regulatory requirements related to financial transaction processing.
• Experience implementing operational improvements, workflow automation, or process optimization initiatives.

Flexible Working

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