Overview
PSP Operations Manager 12 months+ contract Hybrid (2 days on site London)
Our client is seeking a payments Operations Consultant with strong PSP understanding. This role requires you to understand and map the PSP ecosystem. You will need a technical understanding of payments and strong understanding of payment operations, as well as a good grounding of how PSPs and merchants connect. You will need a thorough understanding of, and ability to manage, the technical payment ecosystem of merchant relationships and various other parties involved in the payment process. You will support the PSP operational relationship for clients by providing excellent client management & technical support for resolving issues. You will have a technical mindset, strong product knowledge, be customer-centric, and can lead technical acceptance remediation projects.
Location/Engagement: Hybrid (London-based) with 2 days on site.
Responsibilities
- Support the operational relationships with key PSPs within International Markets.
- Understand the payment ecosystem from merchant to PSP to acquirer for key priority industry verticals, such as travel, hospitality and F&B.
- Support the adoption of network policy to support the delivery of the PSP strategy.
- Work closely with internal business partners, other client servicing teams and stakeholders, including senior leadership.
- Actively manage and escalate risk and customer-impacting issues within the day-to-day role to management.
How You’ll Do It
- Build and develop relationships between the company and key PSPs.
- Create and manage the ecosystem maps for key PSP entities.
- Provide inputs to the portal development and network policy updates to optimize PSP operational relationships.
- Effective project, operations and relationship management and manage different stakeholders, including Cross-Functional & Leadership teams.
- Take a problem-solving mindset through the daily operations and lead process improvement opportunities.
- Work with vendors and external partners to ensure delivery of the best quality services.
- Leverage knowledge in international payment network systems, technical and operational knowledge in authorization and settlement processes.
- Produce reporting and dashboards for tracking and analytics.
- Proactively find gaps in the acceptance ecosystem by analyzing data and be accountable for any remediation plans.
- Support the day-to-day client interactions including handling escalated operational queries, liaising with internal and customer technical support teams to resolve issues.
- Manage technical communications with client technical team, project team, client servicing teams and senior executives.
- Provide verbal and written communication regarding issues/incidents impacting the company & Client, providing recommendations & thoughts on possible ways forward.
- Self-motivated, demonstrated ability to work & lead deliverables independently with little direct supervision and flexible with working hours.
- Ensure PSP processes/projects are well documented.
Tech background
- Experience in Payment Technology, Payment Gateways, Payment Service Provider or similar payment ecosystems from an operational perspective.
- Good knowledge of MS Office package e.g. PowerPoint, Excel, Word, etc. with experience in drafting and delivering presentations to peers and senior management.
- Natural relationship builder, able to proficiently set and maintain great relationships with a portfolio of clients and multiple internal stakeholders.
Bonus Points If You Have
- Strong project management/client facing implementation skills.
- Understanding of payments ecosystem.
(account manager, payment service provider, PSP Operational Support, London, Hybrid)
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