By Trust Payments Apr 21, 2021

Job Title:  Head of DACH Operations
 
Intro
 
Whilst most of Trust Payments are working from home at present due to local guidelines, our Covid secure offices have still been open for people that can’t work from home. We’ve hired and onboarded more than 100 people virtually since the pandemic started and have grown significantly as a business.
 
We’ve adapted our ways of working to ensure that new starters that join feel part of one big virtual team. From regular town halls to coffee mornings and dedicated mental health days, we want to ensure we put the needs of our employees first, during such difficult times. Feedback from our new hires has been positive, they love our onboarding programme and how much it makes them feel integrated into Trust from the start.
 
Main purpose of the job:
 
•   Lead the set-up and management of the Trust Payments Operations department for the DACH region – located in Germany
•   Partner with Operations, Product, Marketing, IT and PMO to deliver the service delivery and operations model for the DACH region
•   Manage DACH Operations KPIs (OLA’s) and client SLAs – including weekly and monthly pack for distribution to EXCO
•   Key supplier SLA management – structure, systems and reporting – being delivered from Germany
•   Partner with Operational Excellence team to build programme of continuous service improvements and process automation
•   DACH operations lead for group incident management team
•   Partner with Product, Marketing, IT and PMO to integrate new products and solutions, developed internally and by third parties, within DACH operations and service      delivery
•   Member of Operations Committee, either at Acquiring, or group, or both as requested
 
Duties and responsibilities:
 
•   Provide business operations leadership and direction to the business – focusing on the DACH region priorities
•   Lead delivery of “client promise” culture within DACH Operations department
•   Manage department OLA’s / KPIs that are agreed with the business (onboarding, first line support, amendments, etc) – including weekly function reporting and      monthly reporting to company EXCO
•   Manage client SLA’s and reporting
•   Manage demand and capacity plan for department
•   Develop and implement business operations processes including a strategy for continuous improvement
•   To include delivering budgets and processes to an agreed time frame
•   Manage 3rd party supplier relationships – in terms of operations service delivery
•   Maintain senior management cross functional relationships with Commercial, Product, IT, Risk and Compliance to deliver a seamless client experience and service
•   Senior operations representative on projects being delivered across the group
•   Champion for continuous operational improvements across DACH Operations
•   Drive automation across transaction and client lifecycle, using relevant tools and systems such as Salesforce
•   Build out department resources as required
 
Experience and Qualifications:
 
•   Proven track record in an Operations leadership role, including executing operations change management
•   Payments operations and service delivery leadership experience
•   Proven track record of delivering operations KPI’s / OLA’s
•   POS and 3rd party supplier relationship management
•   Successfully delivering business operations KPIs
•   Manage high performance teams in a business operations environment
•   Lead and deliver large programmes and projects across operations departments
•   Operate in a multi-regional environment
•   Experience of a matrix organisation structure

To apply for this job please visit jobs.jobmate.biz.

By Trust Payments Apr 21, 2021

Job Title:  Head of DACH Operations
 
Intro
 
Whilst most of Trust Payments are working from home at present due to local guidelines, our Covid secure offices have still been open for people that can’t work from home. We’ve hired and onboarded more than 100 people virtually since the pandemic started and have grown significantly as a business.
 
We’ve adapted our ways of working to ensure that new starters that join feel part of one big virtual team. From regular town halls to coffee mornings and dedicated mental health days, we want to ensure we put the needs of our employees first, during such difficult times. Feedback from our new hires has been positive, they love our onboarding programme and how much it makes them feel integrated into Trust from the start.
 
Main purpose of the job:
 
•   Lead the set-up and management of the Trust Payments Operations department for the DACH region – located in Germany
•   Partner with Operations, Product, Marketing, IT and PMO to deliver the service delivery and operations model for the DACH region
•   Manage DACH Operations KPIs (OLA’s) and client SLAs – including weekly and monthly pack for distribution to EXCO
•   Key supplier SLA management – structure, systems and reporting – being delivered from Germany
•   Partner with Operational Excellence team to build programme of continuous service improvements and process automation
•   DACH operations lead for group incident management team
•   Partner with Product, Marketing, IT and PMO to integrate new products and solutions, developed internally and by third parties, within DACH operations and service      delivery
•   Member of Operations Committee, either at Acquiring, or group, or both as requested
 
Duties and responsibilities:
 
•   Provide business operations leadership and direction to the business – focusing on the DACH region priorities
•   Lead delivery of “client promise” culture within DACH Operations department
•   Manage department OLA’s / KPIs that are agreed with the business (onboarding, first line support, amendments, etc) – including weekly function reporting and      monthly reporting to company EXCO
•   Manage client SLA’s and reporting
•   Manage demand and capacity plan for department
•   Develop and implement business operations processes including a strategy for continuous improvement
•   To include delivering budgets and processes to an agreed time frame
•   Manage 3rd party supplier relationships – in terms of operations service delivery
•   Maintain senior management cross functional relationships with Commercial, Product, IT, Risk and Compliance to deliver a seamless client experience and service
•   Senior operations representative on projects being delivered across the group
•   Champion for continuous operational improvements across DACH Operations
•   Drive automation across transaction and client lifecycle, using relevant tools and systems such as Salesforce
•   Build out department resources as required
 
Experience and Qualifications:
 
•   Proven track record in an Operations leadership role, including executing operations change management
•   Payments operations and service delivery leadership experience
•   Proven track record of delivering operations KPI’s / OLA’s
•   POS and 3rd party supplier relationship management
•   Successfully delivering business operations KPIs
•   Manage high performance teams in a business operations environment
•   Lead and deliver large programmes and projects across operations departments
•   Operate in a multi-regional environment
•   Experience of a matrix organisation structure

To apply for this job please visit jobs.jobmate.biz.

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