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 who 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 slip. What you will be doing as an Operations Manager Customer & Client Centricity Be a key point of contact for all Thredd’s customers. Proactively identify and resolve customer-impacting issues. Provide end-to-end ownership to drive successful and timely customer-focused outcomes. Have a detailed understanding of customer businesses (products, customer journeys, volumes) and needs. Lead the Customer Care team, ensuring global standards and processes are followed when delivering support and service to customers. Planning & Prioritisation Understand, follow, and adhere to defined incident management procedures and communication plans. Contribute to the continuous improvement of Thredd’s incident management process. Quality & Controls Appropriately escalate issues, providing clear and factual information and communicating with the necessary terms. Leadership Mentor and develop the Customer Care team, delivering continuous improvement. Enable high performance in your team. Engage your team in regular individual and team conversations, adapting as needed to connect. Enable your team to contribute to organisational success and manage barriers to performance. Share Thredd’s strategy, determining team and individual priorities. Identify and deliver 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 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 of business risk and decision-making capability. Critical thinking and the ability to identify risks. Reporting, data analysis, and presentation skills.

#J-18808-Ljbffr