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Head of Operations

Posted 2 days agoViewed

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🔍 Industry: Payments

🏢 Company: Everfield👥 251-500Business DevelopmentSoftware

Requirements:
  • Experience setting up and managing call centres
  • Strong communication, stakeholder management, and problem-solving abilities
  • Proven experience in operational roles, including leading a team across Europe
  • Implementation of best practices to optimise efficiency and maintain a high standard of service
  • Ideally have experience of running operations in a decentralised fashion mirroring the structure of Everfield
  • Experience working within a fast-growth software company and leading a team to success
  • Experience setting up a new team
  • Proven experience in card operations and clearing processes, ideally within the banking or financial services sector
  • Experience of managing a technical Operations team to deliver customer excellence
  • Understanding of regulatory frameworks, including PCI DSS, AML, and fraud detection/prevention
  • Use strong experience to drive Card Operations forward for Everfield - Cards & Clearing Scheme rules
  • Strong communication and stakeholder management abilities
  • A proactive and problem-solving mindset with a focus on delivering exceptional client service
  • Experience in payments including the management of terminals and physical logistics is a plus
  • Relevant certifications (e.g., ACI, CAMS) are a plus
Responsibilities:
  • Collaborate with multiple business units, including Finance, Product and Technology to ensure operational efficiency
  • Manage terminal logistics - terminal stocks, fulfilment, stock forecasts, terminal replacement programmes and process between Everfield HQ and its portfolio companies
  • Provide implementation support via a unified process that disseminates through the organisation, define boarding processes for new portfolio companies including a 'Payments Bootcamp'
  • Evaluate and maintain operational performance through KPIs, including customer satisfaction, NPS, onboarding timeline targets, as well as developing recommended strategies to improve results
  • Define improvement plans and policies that progress and promote company vision and culture
  • Stand up and maintain call centres and customer support teams to deliver on KPIs, taking into account the structure of Everfield and its group companies
  • Manage Complaint Teams and ensure all complaints adhere to Regulatory and Scheme Compliance standards
  • Manage real-time issues and follow up downstream impacts of system outages
  • Resolve internal failures / issues raised by internal audit
  • Coordinate centrally managed relationship management teams, collections teams and customer retention teams
  • Staff Training
  • Operational Resilience, Disaster Recovery and Business Continuity Planning
  • Identifying and hiring teams within the scope of operations
  • Collaborate with management and other colleagues to deliver business-expanding strategies and promote a culture of continuous improvement
  • Manage the FinOps process to cover adjustments (goodwill), data entry for changes (bank account, scheme reconciliation / merchant payments / settlement)
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