OpenPayd is hiring a
Team Lead Operations

Summary

The job description is for a Operations Manager role at OpenPayd, a global payments and banking-as-a-service platform. The role involves leading the Operations team, monitoring performance, ensuring SLAs are met, conducting quality checks, preparing schedules, providing feedback, onboarding new team members, and more.

Requirements

• Min. 5 years of experience leading a team operating on shifts, including monthly team schedule preparation
• Min. 5 years of experience within Payments Operations

Responsibilities

• Provides direction, instructions, and guidance to the OpenPayd Operations team
• Monitors team performance on a daily/weekly/monthly/ad-hoc basis and ensures that the agreed SLAs are regularly met
• Assists the team with daily escalations
• Ensures that the workflow is properly distributed and monitors tasks resolutions
• Performs weekly quality checks
• Prepares the monthly schedule for the Operations team, which operates 24/7
• Performance management, appraisals and probation reviews; organizes  and conducts regular individual meetings with team members to address accordingly performance observations
• Provides regular/ ad-hoc process and product related updates to the team
• Ensures that team members product knowledge is up-to-date by conducting regular/ad-hoc workshop sessions and knowledge tests
• Collects feedback and proposes updates/improvements to the OpenPayd Operations managers to enhance operational flows and increase customer satisfaction
• Participates in the selection and the recruitment of new joiners
• Onboards new team members and delivers a predefined product training, following the agreed training map

Preferred Qualifications

• Ability to deal well under pressure and within constantly changing dynamics
• Excellent conflict resolution skills
• Strong communication and people skills
• Strong time management and organizational skills
• Familiar with Microsoft tools (Microsoft Word, Excel, Powerpoint, etc.) as well as Jira. Knowledge of Confluence and Salesforce will be considered a plus
• Previous experience in either an online payments or financial services environment (e-wallets, banking, online-processing)

Benefits

• Personal training allowance
• Additional Health Care Package
• 60 Days Remote Policy
• 25 days annual leave plus an extra day off for Birthday & Social Volunteering, extended leave for 3 years plus employees
• Hybrid work model - 3 days in the office 2 days working from home
• Multisport card