Paysafe Payment Solutions Limited is currently seeking a Customer Operations Manager who is highly motivated, flexible, and experienced in customer service operations. The role requires a person comfortable working within a complex stakeholder environment, engaging with different areas of the business. The role is outsourced governance focused and the successful candidate will have a good understanding and knowledge of the consumer protection requirements being part of a regulated e-money institution. Reporting to the EEA Chief Operating Officer, the role of the Customer Operations Manager will include:

Key Accountabilities and Responsibilities

• Responsible for the oversight and management of the outsourced operations in respect of Consumer Operations (including Customer & VIP services, Consumer Due Diligence (CDD) - including Identity Verification Services and PEP (Politically exposed person) & Sanctions Screening across Digital Wallets, Skrill & NETELLER) as set out in the Paysafe Master Intercompany Services Agreement (MISA)
• Responsible for the robust definition of all Consumer Operations related outsourced services provided by the service providers with defined success KPIs and agreed performance standards
• Leads the performance assessment, associated reporting, and clear audit log of all outsourced services' KPIs and the adherence to the agreed service standards by the outsourced service providers
• Responsible for the management of the contact centre service provided by the service provider, pursuant to the MISA to deal with all inbound and outbound issues from customers
• Drives the retention of the existing Paysafe customers and develops competitor analysis and market intelligence to ensure business success
• Responsible to ensure clear escalation path to the EEA Chief Operating Officer from the service provider teams for all material issues and decisions
• Manages cost working with the service provider to ensure and maintain customer satisfaction
• Monitors the service provider performance against each customer service/support channel and reports performance to the EEA Chief Operating Officer as well as customer satisfaction
• Acts as a champion and first line of defense to ensure all operational decisions consider and prioritize an excellent service for all customers
• Maintains key relationships with the service provider's teams, understands the detailed operational processes being carried out and challenges presented, and drives their timely resolution
• Ensures that the EEA Chief Operating Officer is kept informed of all key service centre developments and any impacts on performance (as well as the progress of planned remediation)
• Defines, maintains, and updates clear operating policies and procedures, outlining the ways of working between the EEA Operations team and the service provider's teams

• BA/BS degree or equivalent
• Must be resident in Ireland and based in the Dublin office (requirement to travel to other service provider's offices as required)
• Minimum of 5 years prior customer support experience in a regulated entity environment
• A proven operational knowledge of the e-money and card issuing business, its challenges and growth opportunities
• Ability to identify, track and manage risk and performance standards
• Strong leadership and organizational skills with excellent communication (written and verbal), time management, planning, people, and team building skills
• Experience in developing and executing plans, meeting deadlines and operating under tight time constraints
• Ability to apply advanced principles, theories, and concepts, and contribute to the development of innovative principles and ideas
• Conflict resolution to understand various obstacles and applying negotiation skills to find optimal solutions

• Experience in the payment and finance industries
• Experience and knowledge of the Central Bank of Ireland's (CBI) Consumer Protection Risk Assessment Framework
• Outstanding communication skills and ability to bridge gaps with high-level stakeholders
• Experience working with distributed teams across different locations and time zones in a culturally diverse environment

• Exhibits technical/professional expertise - is up to date in the field, with the ability to demonstrate technical, functional and job specific knowledge and make significant contributions towards achieving team goals

• Connects the group to the outside world - has demonstrated ability to represent the organization to key groups. Helps people to understand how meeting customers' needs is central to the mission and goals of the organization. Is the antenna for the organization, bringing relevant information that benefits the Group
• Builds relationships - is trusted by all members of the work group. Stays in touch with issues and concerns of individuals in the work group. Balances "getting results" with a concern for others' needs
• Takes initiative - goes above and beyond what needs to be done without being told as well as being counted on to follow through on commitments. Independently address unexpected problems or opportunities
• Solves problems and analyzes issues - Collects data from multiple sources when solving problems, systematically evaluating information, patterns and trends in complex data and use the patterns to outline a path forward. Proactively share data with others to help them analyze situations