Head of Payment and Customer Operations (Hybrid)

July 27

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Hokodo

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The leading B2B Buy Now, Pay Later solution in Europe, empowering businesses to buy, sell and do more.

Insurtech • Innovation • B2B Trade • Trade Finance • Cargo

51 - 200

💰 $40M Series B on 2022-06

Description

• Develop and deliver the strategy and roadmap for each area • Scale, manage and develop each team in line with business needs • Drive improvements to processes, increased operational efficiencies and effectiveness of teams • Ensure operational processes comply with regulatory requirements • Use data and insights to make informed decisions and problem-solve effectively • Develop a culture of innovation and continuous improvement across your teams • Lead the payment operations function for the Hokodo group of companies, including in an E-money Institution • Manage relationships and SLAs with our various payment providers (e.g. PSPs, banks) to optimise our EMI setup, payment success and associated costs • Identify tech work to improve effectiveness/efficiency of our Payment Ops work, and work with Product and Tech to scope, build and test solutions • Identify how Payment Ops processes (and payment flows) can be adapted to meet the changing needs of our business and the evolving needs of our customers • Responsible for regulatory reporting relating to payments • Develop, enhance, and monitor operational systems and processes to ensure payment success, process efficiency and positive customer experience • Develop strategy and roadmap for Customer Operations across multiple areas • Manage and develop the Customer Operations Team Lead • Support the team lead in driving improvements to merchant and buyer satisfaction • Ensure that all customer operations activities comply with relevant regulations and industry standards • Support the Team Lead in setting up and evolving processes, policies and systems that enable the team to conduct fraud reviews, KYC checks and sanction screens effectively • Contribute to a strong control environment by minimising breaches and risk events, and resolving operational incidents when they occur • Work closely with the VP Credit and Fraud Risk and Head of Compliance, MLRO, as well as relevant product squads to continuously improve Fraud and Compliance Operations.

Requirements

• Experience in an operational leadership role in a regulated Financial Services industry (such as a payment FinTech or banking) • Proven track record of effective project management, scaling teams and delivering outstanding results in a dynamic ‘hands on’ environment • Knowledge of payment and card schemes as well as settlement processes • Experience spearheading major change initiatives, adept at managing transitions and aligning new processes with organisational goals and team capabilities • Proven experience in process optimisation and implementing customer-centric strategies • Analytical mindset with the ability to leverage data to drive decision-making and process improvements • Experience in managing budgets and headcount within an operations department, ensuring effective and efficient use of resources • Experience owning and and solving complex payment issues • Understanding of Compliance, AML/KYC policies and procedures • Excellent communication and interpersonal skills, with the ability to engage with stakeholders at all levels • Demonstrated ability to thrive in a fast-paced, dynamic environment

Benefits

• 📈 Share Options • 🏖️ Holiday entitlement : 25 days + bank holidays • 🎓 Annual Learning and Development budget • ✈️ Globetrotter travel policy: Spend up to 60 days abroad each calendar year • 🏥 Health Insurance • 🫂 Taking well being seriously: Access to qualified therapist, confidentially via video or chat through Spill • 👶 Enhanced Parental Leave • 🌴 Yearly offsites and other company socials: Previously, we have been to Malta & Majorca, as well as regular meetups in London, Paris and Lithuania. • 🧓 Pension: Employer contribution of 3% and individual contribution of 5% based on qualified earnings.