DIRECTLY REPORTS TO:
Fintech Director
 

FUNCTIONAL ALIGNMENT:
Dotted line to Fintech Operations


MAIN AREA OF RESPONSIBILITY:

The Fintech Solutions Manager will serve as the primary operational and support lead for Sprout’s fintech product suite (e.g., ReadyCash, ReadyWage, ReadySave). This role ensures the smooth delivery of services by resolving escalations, managing recurring support processes, and collaborating with cross-functional teams to continually improve client and employee experience.
 

KEY RESPONSIBILITIES:
 

Operational Excellence & Escalation Handling

• Serve as the primary escalation point for recurring fintech support issues such as SOA discrepancies, stuck transactions, and deactivation handling.
• Track and manage aging transactions (e.g., 90+ DPD) and work closely with FinOps and partner banks to investigate and resolve anomalies.
• Coordinate with internal teams to ensure accurate and timely client communications on updates, eligibility changes, and deactivations.

Recurring Monitoring & Reporting

• Oversee and execute recurring reports and checks such as:
  Weekly balance and non-repayment monitoring
  • Ticket tracking and due date compliance
  • Weekly report submissions
     
• Provide insights from data to proactively identify trends, risks, or improvement opportunities in fintech operations.

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Process Documentation & Internal Enablement

• Contribute to updating internal support handbooks and troubleshooting documentation for Fintech products (salary loans, earned wage access, savings, etc.)
• Help cascade process improvements and automation rollouts to internal support teams.
• Collaborate with Product and FinOps to maintain alignment on business rules and policy changes (e.g., eligibility logic, cutoff date handling, disbursement protocols).
   

Automation and System Improvement Collaboration

• Support the implementation of planned automation for repetitive or error-prone tasks, including tracking stuck transactions and disbursement reconciliation.
• Identify manual tasks with potential for automation and work with Product to document requirements.

QUALIFICATIONS & COMPETENCIES:

• 3–5 years of experience in product support, or client implementation, preferably in a high-growth environment.
• Preferably with Fintech operations experience
• Background in payroll, loans, or earned wage access products preferred
• Strong analytical and troubleshooting skills, with a proactive approach to resolving product and process issues.
• Effective stakeholder management and communication skills, with experience working across internal teams (e.g., Product, Engineering, Finance) and external partners (e.g., lenders, HR teams).
• Familiarity with automation tracking, eligibility monitoring, and API-driven partner integrations is a plus.
• Highly collaborative, organized, and driven, able to thrive in a cross-functional, fast-moving environment.