Description

🎯 Operations & Payments Specialist | Remote Team Lead | Agile

I’m Lina, an experienced operations leader with 5+ years of cross-functional expertise in fintech, payments, and customer success. I specialize in building scalable processes, leading remote teams, and driving payment operations across international markets.

Currently working as Payment Operations Team Lead at Pliant, I’ve set up and standardized B2B payment flows, led international hiring, established fraud detection frameworks, and delivered data-driven insights through ad hoc dashboards and analytics.

Industry field of expertise

Languages

Italian
Native or bilingual
English
Fluent
Russian
Native or bilingual
German
Conversational
Ukrainian
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Pliant GmbH
Payment Operations Team Lead
January 2025 - Today (1 year and 5 months)
Berlin, Germany
• Leading a cross-functional team handling end-to-end B2B payment operations, transaction monitoring, and risk management.
• Overseeing international hiring, onboarding, and team building across multiple locations (EU + remote).
• Establishing and standardizing core payment processing procedures to ensure consistency, scalability, and compliance.
• Owning transaction monitoring, including defining fraud detection rules, tuning alert logic, and acting as 1st line of defence.
• Managing stakeholder relationships with banks, card networks, and payment providers to ensure operational stability.
• Building reporting infrastructure, delivering ad-hoc dashboards and data insights to Finance, Product, Compliance teams and C-level management.
• Monitoring and optimizing payment flows, improving SLA adherence and reducing processing time by introducing automation.
• Driving regulatory compliance efforts, ensuring all procedures align with KYC, AML, and PSD2 requirements.
• Providing strategic insights through performance analytics, supporting executive decisions and operational scaling.
Klarna Bank AB
Process Owner, Transaction Management
April 2023 - December 2024 (1 year and 8 months)
Berlin, Germany
• Owned SEPA, SWIFT, and VISA operations, ensuring regulatory compliance.
• Delivered end-to-end payment transformation projects.
• Defined product/process requirements, mapped flows, and ran gap analysis.
• Passed internal/external audits with zero critical findings.
• Outsourced processes and trained external teams.
• Served as PoC for Level 2 escalations and complaints.
• Built team documentation (FAQs, SOPs), driving issue resolution quality.
• Supported partner QA and process oversight.
Vivid Money GmbH
Chatbot Team Lead / Specialist / Customer Care –
January 2021 - March 2023 (2 years and 2 months)
Berlin, Germany
• Grown from Customer Care Specialist to Tech Team Lead in 6 first months.
• Directly assisted with chatbot implementation in house from scratch.
• Managed chatbot roadmap, datasets, and QA using Python, YAML, and PyCharm.
• Led a cross-functional team (support & tech), mentored agents, tracked Jira KPIs.
• Designed intent flows, tagging automation, and error analysis tools.

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MSc
University of Milan-Bicocca
2020
MSc
MSc
University of Milan-Bicocca
2013
MSc

Lina Glavatska

Payments Expert & Operations Lead

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