Operations Manager

Operations Manager

About Us

Thredd is the trusted next-gen payments partner for innovators looking to modernise their payments offering. Certified by Mastercard, Visa and Diners & Discover, we process billions of debit, prepaid and credit transactions annually, supporting consumer and corporation FinTechs, digital banks and embedded finance providers across the globe. Our unique offering is our client-centric approach, combining hands-on support with modern, reliable and scalable technology.

Our assured solution accelerates the development and delivery of consumer and corporate payments components embedded within digital banks, as well as for expense management, B2B payments, crypto, lending, credit, Buy Now Pay Later, FX, remittance, and open banking innovators.

About The Operations Manager Role

We are seeking an Operations Manager where you will be responsible for supporting and managing the Thredd Customer Care team specifically around dealing with client escalations and queries, developing the team and ensuring the standards of service never slips, knowing how to correctly raise awareness of client concerns and assessing client requests.

What You Will Be Doing As An Operations Manager

Customer & Client Centricity

• Be a key point of contact for all Thredd’s customers
• Proactively identifying and resolving of customer impacting issues
• Providing end to end ownership to drive successful and timely customer focussed outcomes
• Having a detailed understanding of customer businesses (products, customer journeys, volumes) and needs
• Leading the Customer Care team, ensuring global standards and processes are followed when delivering support and service to customers

Planning & Prioritisation

• Understanding, following and adhering to defined incident management procedures and communication plans
• Contributing to continuous improvement of Thredd’s incident management process

Quality & Controls

• Appropriately escalating issues, providing clear and factual information and communicating with the necessary terms

Leadership

• Mentoring and developing the Customer Care team, delivering continuous improvement
• Enabling high performance in your team
• Engaging your team in regular individual and team conversations, adapting as needed to connect
• Enabling your team to contribute to organisational success and managing barriers to performance
• Sharing Thredd’s strategy, determining team and individual priorities
• Identifying and delivering continuous improvement, engaging the team and managing challenges positively

What You Will Bring To The Operations Manager Position

• Proven track record of success in a B2B customer facing service/operational role within cards and payments
• Strong stakeholder management
• Experience of working in a high-octane environment where client service is time critical and has a direct effect on the bottom line
• Line management and leadership experience
• Experience working with larger complex customer issues
• Understanding business risk and decision making capability
• Critical thinking and having the ability to identify risks
• Reporting, data analysis and presentation skills