Title: Director, Operations – Payments
Location: Tampa, FL
Overview:
Our Client, a leading Payments company, is searching for Director of Operations (aka Client Success) to manage the new business implementations and client services functions. Reporting directly to the COO, the goal of this position is to drive continual process improvement in the Company’s approach to implementing and servicing clients, positioning and structuring these functions to deliver outstanding client experiences.
The Director will drive client success concepts out to the functional teams via process transformation and continual improvement, delivering qualitative and quantitative KPIs for client success. The candidate will drive accountability for consistency, speed, and a market differentiating level of service.
Responsibilities:
- Direct ownership of client services and implementation function including call center and vendors
- Work closely with clients and based upon feedback, establish SLAs across all areas of the Company’s services that are flexible and scalable to exceed expectations as new business is onboarded
- Champion and facilitate a cross-functional “Quality Team” with representation from all parts and levels of the company that will establish quality goals, SLAs, methods of quality measurement, and establish, enforce, and report on overall quality across the Company
- Establish and facilitate a client advisory board, composed of clients representing different verticals, regions, product implementations focused on direct feedback and direction for the Company
- Partner with the leadership team to cultivate a culture of quality and ownership across the organization
- Partner with the appropriate team members to establish training programs that focus and reinforce Company values, i.e. customer service, ownership, work quality, critical thinking and problem solving
- Mature their client service approach so the Company is recognized by clients and partners as best in breed and a true product and service differentiator
- Travel to client locations, partner conferences, and with Sales Team members to learn and represent the “Client Success” concept externally
- Own and structure all client communications functions. Establish a role with responsibility for tailoring all messaging to yield the best possible combination of information and positioning. Drive the client communication approach and concepts into the organizational culture
- Facilitate awareness of meaningful processing dates for the Company and its clients and develop elasticity in the team approach that is energizing and fun
- Own development, implementation, and improvement of department KPI
- Own Operations process improvement initiatives
- Own the development and implementation of a meaningful training program for all levels of employment develop quarterly employee metrics for client success and functional accountability
- Partner with teams in support of client and partner engagement
- Be a key contributor to Operational strategies development and drive execution of planned improvement
- Ensure staff skills and knowledge align with the functional team’s responsibilities and effectiveness
- Define operational best practices
- Conduct regular performance reviews to ensure strategic and skill alignment
- Partner with the HR team to build career development tracks enabling upward trajectories within operations as well as gateways into other roles at the Company
- Build productive relationships with Parent company team leads
- Hands-on employee development and coaching
- Own special projects (Project Management)
- Travel 50%
Requirements:
- 7 years minimum of progressive experience
- 7 years in a leadership role
- 5 years of vendor management, desired
- 3 years of payment processing experience
- Strong operational background supporting a mid-size organization primarily focused in financial services or Fintech
- Experience servicing a government/public sector client base
- Bachelor’s Degree in a Business, Marketing, Communication, or related field or equivalent experience
- Strong communication skills verbal and written
- Effective decision-making skills
- Ability to manage multiple work streams effectively
- Results-driven with a critical eye for detail
- Ability to quickly identify issues and define solutions
- Ability to maintain a level of priority but flexible enough to modify priorities as the business requires it
- Ability to analyze workflow and process for improvement
- High level of leadership, integrity, accuracy, independence, and follow-through
- Ability evaluating staff skills, process, standard, methodology, communications, and other best practices with a focus on organizational maturity and effectiveness
- Experienced and comfortable communicating with clients, customers, and executive leadership.
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