The core mission of the Operations Manager is to oversee the operational activities of the business and improve the systems, processes, and policies in support of the organization’s mission. The Operations Manager is expected to support better management reporting, information flow and management, business process, and organizational resource planning.
Merchant Application, and Onboarding
Support sales in their inquiries regarding overall operational topics that may be of question during sales activities
Oversee onboarding team’s performance in onboarding and ensure they are meeting their service level agreement with the entire team
Work with the onboarding managers to identify and resolve any bottlenecks in onboarding merchants
Generate and analyze key performance indicators such as speed of onboarding, ageing and unresponsiveness of the merchants to escalate to respective sales managers
Assist in onboarding escalations of merchants if necessary or as requested by the onboarding team
Support and General Operations
Monitor and resolve processing issues that causes negative changes in the Approval Rates and increase in Decline Rates of the merchants
Oversee communications with all teams and the associated gateways, acquirers to resolve issues in processing
Generate and analyse processing trends such as processing error messages, oversettlement, chargeback trends
Generate and analyze key performance indicators such as support handling time, ageing, quality of support, etc.
Report trends and irregularities that can hinder a positive approval ratio and favorable merchant/customer payment experience
Gather all support teams in a regular stand up meeting (Customer Service, Technical Support, Onboarding, Treasury) to discuss progress, bottlenecks, key statistics of their departments and provide overall management, prioritization, or escalation paths
Oversee system downtimes internal or partner systems, announced or unannounced by managing merchant expectations, messaging internal and external, incident reporting, and ensuring accurate support of technical and customer service teams
Monitor all communication channels and ensure all queries are answered by their respective owners and assist when necessary
Assist in day-to-day escalations of merchants if necessary or as requested by the different teams within the operational scope
Finance and Settlements
Work with the Treasury Team to ensure smooth, compliant, and accurate treasury/finance operations
Ensure that the treasury team meets their daily, weekly, and monthly tasks by monitoring their key performance indicators, service level agreements
Monitor, identify, analyze, and act on performance and operational bottlenecks, resolving any inefficiencies and enhancing working processes
Assist in treasury escalations of merchants if necessary or as requested by the treasury team
Work with the Account Management and related teams to ensure a smooth, compliant, and service oriented offboarding of merchants
Work with the different teams to ensure due diligence in offboarding is performed such as access termination, updating of merchant status in the crm, merchant account closure, final settlement release, and release of liability
Policy Creation and Enforcement
Work with the Director of Operations to further strengthen the operational capability of the company
Work with different teams to identify needed standard operating procedures and internal policies to be used as guidance in all known activity
Enforce the agreed upon SLAs, KPIs, and SOPs as part of policy
Participate in the hiring process in coordination with the Talent Acquisition team ensuring top caliber talents are hired for their respective roles
Constructively work with Team Managers to provide feedback, coaching, encouragement, direction, or discipline to team members
Work with the Learning and Development team to ensure personnel are well equipped to execute their duties, accountabilities, and responsibilities
Design modules to scale up personnel, cross-train, or enhance their abilities for new challenges
Encourage an environment of self management, discipline, and promotion of our internal Core Values
Be an ambassador of our Core Values, Mission and Vision. Lead by example
General Job Description
Oversees operational systems, processes, and infrastructure while looking for opportunities of improvement or revision.
Oversee the communication channels and ensure that client enquiries are given priority, answered within the approved SLA and company standards.
Anticipates and tracks operational and tactical risks and provides strategic solutions.
Manages day to day business of the operations department while balancing the responsibilities of various business lines such as business analysis, vendor, and risk management.
Works with sales teams to help set and meet daily and quarterly goals
Plays a significant role in long-term planning, project status reporting, and implementing change control processes.
Works closely with the Director of Operations on other special planning and departmental projects
Oversees and reports weekly, monthly, quarterly, and annual metrics from different operations embedded groups
Maintain statistics, KPI’s, and metrics for analysing, creating stories for high level reporting, justification of cost, time, resources, etc. requests
Deescalates client concerns and ensures all open escalations are resolved and or delegated for additional support.
Identifies trends and assess opportunities to improve processes and execution of tasks
Completes reasonability testing and information validation prior to circulating findings and recommendations to key stakeholders
Collaborates with other back-office team members to ensure seamless business execution, reinforce positive morale, and uphold company values
Collaborates with transitions and onboarding team as needed
Raises and tracks issues and conflicts, remove barriers, resolve issues of medium to high-level complexity involving stakeholders and escalate to appropriate level when required
Assesses a variety of situations and provide clarity to team and stakeholders.
Establishes and maintains credible, professional relationships with clients, internal business lines, and external vendors
Solicits and responds to feedback while gaining commitment and support from internal and external teams
Supports back-office and firm-wide training programs, reinforcing tech and operations infrastructure between departments to ensure consistency and quality standards are met.
Stays up to date on industry regulations, trends, and technology
Works closely with the management team to ensure all operational, administrative, and compliance functions within the firm are being properly executed in accordance to regulatory-based best practices
Develop and coach members of the team while providing personal growth opportunities and guidance
Establishes strategic goals by gathering pertinent business, financial, service, and operations information.
Defines objectives, identifies and evaluates trends and options, chooses a course of action, and evaluates outcomes
Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results.
Develops, coordinates, and enforces systems, policies, procedures, and productivity standards
Collaborates with members of other departments such as, but not limited to, sales, account management, merchant onboarding group, technical and customer support groups, product and engineering, finance (reconciliation, billing and invoicing, and settlement), risk management, marketing.
Work on other tasks assigned
BA/BS degree n program management, business or public administration, technical management, information systems, engineering, finance/accounting, or related fields
Minimum of 2 years’ proven experience in a project management or operation management position
Expertise in the payment processes, payment gateway management, reconciliation and settlement, and project management is needed for this role
Proficiency in Microsoft Office (especially MS EXCEL or Google Sheets)
Analytical, data-driven, and ability to analyze and present information through numbers
Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
Strong verbal and written communication and negotiation skills
Excellent leadership and interpersonal skills
Experience gained in a Payments, FinTech, E-Commerce, or Banking background is an advantage
Familiarity with associated payment processes from Onboarding to Reconciliation and Settlement in a payments processing setup supporting merchants of different risk levels
Technical orientation related to the use of payment gateway and merchant shop systems is an advantage.