The Role
Lead operational resilience strategy and incident response for EMEA, coordinating with partners to ensure continuity and reduce disruption.
Summary Generated by Built In
Why should you join dLocal?
dLocal enables the biggest companies in the world to collect payments in 40 countries in emerging markets. Global brands rely on us to increase conversion rates and simplify payment expansion effortlessly. As both a payments processor and a merchant of record where we operate, we make it possible for our merchants to make inroads into the world’s fastest-growing, emerging markets.
By joining us you will be a part of an amazing global team that makes it all happen, in a flexible, remote-first dynamic culture with travel, health and learning benefits, among others. Being a part of dLocal means working with 1000+ teammates from 30+ different nationalities and developing an international career that impacts millions of people’s daily lives. We are builders, we never run from a challenge, we are customer-centric, and if this sounds like you, we know you will thrive in our team.
What’s the opportunity?
Be the regional Business Continuity Lead for Payins, owning operational resilience strategy, incident response leadership, and continuity planning across EMEA, aligned to global standards and local execution needs.
Elevate continuity outcomes for merchants by coordinating people, processes, and platforms, and by partnering with processors, acquirers, card schemes, APM providers, and issuers.
Translate the global BCMS into regional plans (policy, BIA, RTO/RPO, testing) to minimize disruption, reduce recovery time, and improve processor SLA adherence.
Drive measurable impact on uptime, incident resolution time, root-cause closure quality, and stakeholder communications across time zones.
What will I be doing?
- Lead end-to-end incident response across EMEA: triage, escalation, containment, communications, recovery, and post-incident reviews with clear ownership and SLAs.
- Own regional continuity governance: maintain BIA, set and track RTO/RPO, run test exercises, publish learnings, and ensure ISO 22301-aligned improvements to the BCMS.
- Coordinate with partners (processors, acquirers, card networks, APMs, issuers) to remove operational blockers, ensure redundancy and failover readiness, and reduce impact during partner incidents.
- Assure merchant continuity: readiness checks for go-lives, hypercare, risk controls for new payment flows, and clear escalation pathways for CS/AMs.
- Direct root-cause analysis (RCA) and documentation (e.g., Jira), track corrective actions, and institutionalize learnings across markets.
- Drive metrics and reporting: incident volume, average time to resolve, processor SLA adherence, % traffic affected, communications timeliness, test coverage, and RCA completion.
- Lead and develop the EMEA Business Continuity team (Managers/Specialists/Associates): hiring, coaching, prioritization, and performance management.
- Partner cross-functionally with Ops Engineering (uptime/latency/alerts), Ops Support/IRM (systemic incidents, refunds, end-user), Global Partners & Enablement, and Global Initiatives to align fixes, automation, and standards.
- Engage with Risk, Compliance, Product, and Technology to embed continuity requirements into platform roadmaps and ensure regulatory readiness.
What skills do I need?
- 6–8+ years in payments/fintech operations or business continuity, including incident management and partner/processor engagement
- Deep understanding of payment operations and ecosystem (processors, acquirers, card schemes, APMs; credentials, routing, settlement, reconciliation)
- Demonstrated incident leadership across time zones with strong stakeholder management and executive communications
- Working knowledge of ISO 22301, BIA, RTO/RPO, PDCA, and continuity testing practices
- Data-driven mindset; proficiency with Sheets/Excel; familiarity with ticketing and documentation tooling (e.g., Jira); BI/SQL a plus
- Strong problem-solving, prioritization, and ownership under pressure; ability to coach and lead teams
- Excellent written and verbal communication; fluency in English (additional languages a plus)
What do we offer?
Besides the tailored benefits we have for each country, dLocal will help you thrive and go that extra mile by offering you:
- Remote work: work from anywhere or one of our offices around the globe!*
- Flexibility: we have flexible schedules and we are driven by performance.
- Fintech industry: work in a dynamic and ever-evolving environment, with plenty to build and boost your creativity.
- Referral bonus program: our internal talents are the best recruiters - refer someone ideal for a role and get rewarded.
- Learning & development: get access to a Premium Coursera subscription.
- Language classes: we provide free English, Spanish, or Portuguese classes.
- Social budget: you'll get a monthly budget to chill out with your team (in person or remotely) and deepen your connections!
- dLocal Houses: want to rent a house to spend one week anywhere in the world coworking with your team? We’ve got your back!
*For people based in Montevideo (Uruguay) applying to non-IT roles, 55% monthly attendance to the office is required
What happens after you apply?
Our Talent Acquisition team is invested in creating the best candidate experience possible, so don’t worry, you will definitely hear from us. We will review your CV and keep you posted by email at every step of the process!
Also, you can check out our webpage, Linkedin, Instagram, and Youtube for more about dLocal!
Top Skills
Bi
Excel
Iso 22301
JIRA
Sheets
SQL
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The Company
What We Do
dLocal started with one goal – to close the payments innovation gap between global enterprise companies, and customers in emerging economies. We have over 900 payment methods, in more than 40 countries.
With the ability to accept local payment methods and facilitate cross-border fund settlement worldwide, our merchants reach billions of underserved consumers in the high-growth markets of Africa, Asia, and Latin America. dLocal offers the ideal payment solutions for global commerce:
Payins: Accept local payment methods
Payouts: Compliantly send funds cross-border
Defense Suite: Manage fraud effectively
dLocal for Platforms: Unify your platform’s payment solution
Local Issuing: Localize payments for your gig-economy workers, suppliers, and partners
