Head of Payments

About the team

We exist, simply to make Luno the simplest, fastest, and most trusted place for customers to buy crypto with their local currency.
We achieve our goal in two ways:

Firstly, we integrate with payment methods our customers want and have access to. Our Analysts work closely with Countries, Engineering, Product and several other teams within Luno to build and iterate the best customer experience. We are obsessed with the best, constantly monitoring our customer behaviour, feedback, metrics, industry trends and challenging the status quo.

Secondly, we manage our global payment processing with world-class Operations teams based in South Africa, Malaysia and the United States. These teams' core focus is the safeguarding of our customers’ funds, ensuring a frictionless and seamless flow of their funds 24 hours per day, 7 days per week. We actively monitor our global processes to make sure that no customers are left behind and strive for automation on our journey to one billion customers. Furthermore, we earn and maintain our customers' trust by building a robust control environment.

The role in a nutshell

We are looking for an energetic, ambitious, and talented Head of Payments, who thrives in a fast-paced environment and is capable of supporting our ambition to reach 1 billion customers by 2030. You will lead the Global Payments team, which is responsible for providing our customers with the simplest, fastest and most trusted platform to convert their local currencies into crypto.

The successful candidate will be passionate about payments and building the best possible experience for our global customer base. You will report to Tony Sneedon, meet him here.

Your mission will involve 

• Providing strong, hands-on leadership to a growing Operations team across multiple time zones, including development, mentoring and coaching of team members 
• Overseeing day to day operations related to global customer payments and payment gateways
• Identifying areas for payment automation, improvements to team structure, efficiency improvements and the building of internal systems and controls to support our processes
• Overseeing the resolution of payments incidents as well as the reporting thereof
• Owning and monitoring key Operational metrics and Service Level Agreements 
• Overseeing the sourcing and vetting of new payment service providers and relationships with existing banks and payment providers
• Working cross-functionally with relevant teams to optimise the product and customer experience
• Budgeting and forecasting for costs within the Payments function
• Overseeing processes related to internal and external audits, as well as ownership of risks and controls within Payments

In your first six months, you will

• Understand Luno’s current Operational environment and processes relating to Payments
• Understand our engineering and product structure as well as our current integrations roadmap
• Build relationships with the Operations leadership team, our key internal and external stakeholders and service providers

You have:

• Proven experience leading a team that manages high transaction volumes (fiat deposits and withdrawals) for a large customer base
• Ability to collaborate across geographies, functional areas and competencies
• Exceptional communication skills, both written and verbal
• A predisposition for taking ownership and consistently delivering excellence
• A desire for continuous learning, with the ability to quickly adapt to an ever-changing environment
• A strong track record of leading and building operational teams that service a large customer base
• Experience in the cryptocurrency industry would be an advantage but is not a requirement
• Knowledge of global industry-leading payment methods.

Behavioural attributes: 

• Leads Change: Takes control and exercises leadership. Initiates action, gives direction and takes responsibility to ensure delivery of objectives/goals/tasks/projects. 
• Critical Thinking: Provides evidence of clear analytical thinking. Gets to the heart of complex problems and issues. Applies own expertise effectively. Quickly learns new technology. Communicating well in writing and can explain complex technical analysis to a non-technical audience.
• Creative Thinking: Open to new ideas and experiences. Seeks out learning opportunities. Handles situations and problems with innovation and creativity. Thinks broadly and strategically. Supports and drives organisational change.
• Delivers Results: Focuses on results and achieving personal work objectives. Works best when work is related closely to results and the impact of personal efforts is obvious. Shows an understanding of business, commerce and finance.

Life at Luno:

• Forward-thinking and ambitious team that values diversity, hard work, and the continuous quest for excellence.
• Remote but reachable work policy gives you the freedom to choose between working from home or the office.
• Improve body and mind, with excellent private medical insurance. 
• Free training courses on Udemy and CodeAcademy.
• Generous maternity / paternity and even paw-ternity for your furry friend.
• Annual Inspiration Day.
• A collaborative, friendly work community, with regular social events and virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts. 
• Free lunch and snacks.
• Free access to Headspace – a full library of guided meditations, sleep stories, and music.
• 0 fees with Luno from the day you start.*

*Offer only available on Luno Instant Buy, not Luno Exchange

About us:

Luno makes it simple to buy, store and explore crypto. More than 10 million people have chosen to invest in crypto with Luno using our platform, which is available on Apple, Android and as a desktop experience. We’ve enabled over $52bn of transactions and we securely store over $1bn for our customers around the world.

Our mission is to put the power of crypto in everyone's hands because we believe that giving people access to a robust and fair financial system is a basic human right. We are with customers at every step of their investment journey with clear, jargon-free information and an easy-to-use app experience that helps people get started from as little as $10.

In order to make crypto accessible to everyone, everywhere, we’re on the ground in more than 40 markets across North America, Africa, Asia and Europe. We are registered with all local financial intelligence authorities and proud of our strong Anti-Money Laundering measures and world-leading compliance teams. All the crypto we store for our customers is regularly verified by independent auditors.  Luno is the trusted guide that will bring crypto to over 1 billion people by 2030.

We are an equal opportunity employer and value diversity at our company. We do not negatively discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.