Are you a strategically minded Operations Manager with extensive experience in the world of payments looking for their next challenge?
Thredd is looking for a Senior Operations Manager to join us here in our Singapore office.
In this pivotal role, you will spearhead the assurance of top-tier customer service for all clientele within the APAC region once they are seamlessly integrated into the platform. Your responsibilities will encompass engaging directly with customers in the APAC locale, adeptly resolving inquiries, and serving as the operational escalation point for the region.
Thredd is the trusted next-gen payments processing partner for innovators looking to modernise the way consumers and businesses pay for goods, services, and move money worldwide. So, a deep understanding of the payments ecosystem is key for this role.
This role is integral to the success of the Operations team. Your focus will be on delivering service excellence, all the while maintaining a keen eye on operational efficiency and fostering strategic growth initiatives. Join a team where professionalism meets operational prowess, and where your commitment to exceptional service will play a critical role in our ongoing success within the dynamic APAC market.
If this sounds like an exciting opportunity, apply today and help us weave payments magic!
What you’ll do
· Manage stakeholder relationships within the APAC region, building trust and confidence among customers and internal teams
· Serve as the primary liaison and subject matter expert for all operational and implementational support related to the technology platform within the APAC region, ensuring seamless integration and functionality for all stakeholders. This will include:
· Proactive identification and resolution of customer impacting issues
· Single point of accountability providing end to end ownership to drive successful and timely customer focussed outcomes
· Having a detailed understanding of the customer’s business with Thredd (products, customer journeys, volumes) and needs
· Spearhead the development and execution of robust operational strategies to support and optimize the technology platform, working closely with cross-functional teams to address technical challenges and enhance overall system performance.
· Ensuring the Customer Care global standards and processes are followed when delivering support and service to customers
· Mentoring and developing the Customer Care team supporting APAC customers, delivering continuous improvement and paths to resolution
· Being an escalation point or thought partner in the resolution of issues
· Working with external and internal stakeholders to ensure expectations are being managed
· Understanding, following and adhering to defined incident management procedures and communication plans. Contributing to continuous improvement of Thredd’s Incident Management process
· Appropriate escalation of issues, providing clear and factual information, communicating with the necessary teams
· Drive regional operational initiatives focused on enhancing efficiency, self-reliance, and sustainability
· Collaborate closely with other departments such as Technology and Product to align technology platforms with operational needs, ensuring seamless integration and efficiency
What you’ll need
· Experience in Payments processor
· Experience in an Operational Leadership role
· Experience in managing a Service Operations function
· Experience in overseeing, monitoring and supporting a 24/7/365 production environment
· Experience working in a high-octane environment where client service has a direct impact on the bottom line
· Knowledge of the payments ecosystem
· Understanding of platform timeouts
· Experience in managing a Service Operations function
· Experience in overseeing, monitoring and supporting a 24/7/365 production environment
· End to end payments industry knowledge
· Excellent verbal and written communication skills
· Able to think and execute strategically
· Ability to perform well both within a geographically disparate team and autonomously
· Ability to adapt and pivot to demands/change
· Highly motivated individual who can work independently, under pressure and proactively in a fast paced, stretching environment
· Ability to multi-task and prioritise with a strong sense of urgency and efficiency in completing deliverables
· Creative problem resolution, adept at multi-tasking
· Partner effectively with technical and non-technical colleagues and client contacts at all levels
· Experience utilising systems like JIRA, Confluence, SharePoint
A bit about us….
We are Thredd, formerly Global Processing Services. Thredd sits at the heart of the global payments revolution, processing billions of transactions annually across 44 countries for
the world’s leading FinTechs, digital banks, and embedded finance providers. Thredd is certified by Mastercard and Visa to process and manage any credit, debit or pre-paid card transaction globally. We enable the emerging payments industry to deliver breakthrough innovations through a unique combination of proprietary technology, its people and partners.
Other
This role is a hybrid role with 50% of the time in the Singapore office.
Thredd operates in a secure environment and all candidates will be Credit and Background checked to the extent permitted by law.
Only direct applicants will be considered for this role, we do not accept applications from recruitment agencies.
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