Payments Operations Head

About your key responsibilities and impact:

• Overseeing and leading daily operational activities; ensuring efficient service delivery in alignment with client expectations and contractual agreements;
• Collaborating closely with clients to establish and maintain strong working relationships; addressing their needs and concerns promptly; ensuring timely and accurate processing of payments and approval rates;
• Monitoring key payment providers and their services; identifying potential risks and opportunities; collaborating with stakeholders to address service provider issues and ensure contractual obligations are met;
• Continuously evaluating and improving operational processes to enhance efficiency and effectiveness; implementing best practices and recommending process enhancements to streamline workflows;
• Documenting operational processes and workflows to ensure consistency and compliance; identifying opportunities for process optimization and efficiency improvements;
• Monitoring and analyzing key performance metrics, including Approval Rate ownership; assessing service quality and identifying areas for improvement;
• Forecasting resource requirements based on transaction volumes and growth projections; allocating resources effectively to maximize productivity;
• Generating and distributing regular operational reports to senior management; summarizing operational performance, trends, and areas for improvement; presenting findings and recommendations for optimizing operational processes;
• Creating and delivering client reports on operational performance, incident status, and key metrics; collaborating with clients to understand their reporting needs and providing customized reporting solutions;
• Establishing and maintaining incident management processes, including incident identification, prioritization, resolution, and reporting; coordinating incident response efforts across teams to minimize impact on clients.

Essential professional experience:

• Higher education
• Advanced English level with ability to discuss business
• Bachelor’s degree in Business, Technical or a related field (MBA preferred).
• Proven track record of success in a similar role within the fintech industry (B2B).
• Strong analytical skills with the ability to interpret data and SLA trends.
• Exceptional leadership and team management abilities.
• Excellent negotiation and communication skills.
• Strategic thinker with a results-oriented mindset.
• Ability to thrive in a dynamic and fast-paced environment.

Desirable skills and personal features:

• Ability to act with minimal guidance, be proactive, and handle uncertainty
• Tracking of tasks from idea to completion
• Building, documenting, supervising business processes
• Excellent presentation skills
• Proactive position and attitude
• Strong communication and negotiation skills
• Resourcefulness
• Multitasking, time management, and planning skills
• Attention to details
• Excellent organizational skills