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Fintech • Payments • Financial Services
Leads managers responsible for complaints, escalations, technical support, and operational quality. Owns customer operations KPIs, service levels, resolution times, complaint volumes, and quality metrics. Drives end-to-end process and quality improvements, translates operational root causes into Product roadmap input, and improves the use of data and technology. This senior leadership role develops managers and serves as a trusted cross-functional partner.
Fintech • Payments • Financial Services
Lead a four-person complaints and escalations team handling formal merchant complaints and Financial Ombudsman Service cases. Ensure fair, timely, evidence-based, and compliant resolutions; proactively identify cases at risk of escalation; maintain quality standards; analyze complaint trends; provide root-cause insights to Product, Support, and Risk; and report volumes, outcomes, and emerging risks to senior leadership while maintaining audit readiness.
Fintech • Payments • Financial Services
Own and evolve the Global Merchant Database platform, productizing merchant data APIs, event interfaces, and authorization models. Define API contracts, data models, versioning, and metrics while partnering with engineering and cross-functional teams to ensure scalability, reliability, security, and adoption. Champion documentation, platform thinking, and prioritisation for a reliable merchant data foundation.
