Operations Service Delivery Manager

4 weeks ago

Bromley, United Kingdom Trust Payments Full time

Trust Payments have an exciting opportunity for an **Operations Service Delivery Manager **to join the team.

Location: Bromley

**Salary**: Competitive + Benefits

**About Us**:
Trust Payments is a global unified payment technology group that was formed in 2019 bringing together technology and financial services into an omnichannel solution. The new business model has enabled Trust Payments to establish itself as a leading FintechPayments group.

**Operations Service Delivery Manager**:

- The Role:
Supporting the Global Client Support team, focusing on improving KPI’s and the implementation of strategic operations projects and transformation initiatives.

You will play a key role in ensuring that the Global Client Support Team deliver and exceed their KPI’s and deliver outstanding experience to our merchants and partners.

You will be expected to assist and use your operations management expertise consultatively across the wider business as and where needed.

**Operations Service Delivery Manager **- Key Responsibilities:

- Monitor the KPIs of our Global Support Team, reporting on any deviance and supporting the management team on implementing strategies to succeed and exceed these
- Work closely with the Data team improving our internal and external reporting on KPI/SLA’s
- Responsible for ensuring that the Quality Operating Model and Training Programmes are effective for our team members enabling them to deliver Best in Class service to our merchants and partners
- Use the operations KPIs and SLAs reporting outputs to identify opportunities for improvement and assist in the actions arising
- Be an active member of the wider operations leadership cohort, using your expertise and experience to add value to operations activity and performance as required
- Responsible for responding to complaints and managing the end to end process including liaising directly with the Compliance Team ensuring we are meeting all regulations
- Work closely with Head of Operations Change regarding the delivery of any new products etc into the Support Teams
- Work alongside the project team responsible for managing large/complex merchant and partner integrations ensuring that the Support Team processes and resources are in place
- Development and maintenance of internal and external documentation such as client playbooks
- Be a member of Trust Payments Business Operations Committee

**Operations Service Delivery Manager **- You:

- Proven track record in operations leadership in a volume service desk or customer service environment
- Previously implemented improvement initiatives
- Has successfully delivered against a range of stretching operations KPIs and metrics
- Can work cross functionally and operate in a multi-regional environment
- Ability to interpret information quickly and accurately, and able to translate this into actionable outputs that will deliver improved performance
- Good ability to build relationships and network with relevant group both internally and externally.
- Strong self-starter and motivator

Desirable:

- Contact Centre experience
- Ticket management software experience
- International operations integration experience
- Payments industry experience
- Business processes in a Financial Services organisation

**Operations Service Delivery Manager **- Benefits:

- Opportunity to be part of a rapidly scaling and market leading Fintech business
- Health and Wellbeing ethos including regular wellness sessions, fitness and nutrition and other events as well as supported by internally qualified mental health first aiders
- Family friendly enhanced benefits/policies
- Pension, Healthcare, Life Assurance

We understand the value that a diverse and inclusive working environment brings to Trust Payments. We celebrate the differences that people can bring through their cultures, backgrounds and perspectives. We are committed to equal employment opportunity regardlessof race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or any other protected characteristic.

During the recruitment process we welcome you to inform us confidentially of any special adjustments required in order to participate fully in our recruitment experience.

To submit your CV for this exciting **Operations Service Delivery Manager ** opportunity, please click ‘Apply’ now

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