- Build and scale the Payment Operations team, equipping the team for growth (e.g., talent management, international team build out)
- Clearly articulate target servicing metrics (e.g., time to resolve tickets) with a strong orientation towards positive Client and internal customer experiences
- Develop standard operating processes and work flows that enable payment issue resolution; these should enable effective training and tooling for the team
- Serve as a subject matter expert on complex payments workflows and proprietary payments systems to effectively supervise team and consult on initiatives that impact the teams' work
- Actively monitor work queue and performance metrics to ensure team is meeting goals; communicate results and areas of concern to relevant stakeholders
- Work closely with globalization, product, and development functions to identify opportunities to automate and drive efficiency; clearly articulate roadmap for growth
- Serve as escalation point for high visibility, complex issues that require coordination across multiple departments, data analytics, and/or executive level updates
- Ensure alignment and compliance with set policies and standards
- Bachelor's degree in any business related discipline
- 5+ years of experience in tech-forward organization, ideally in fintech, software or healthcare
- Experience working with geographically dispersed teams in a hybrid and/or fully remote work environment
- Excellent communicator, both written and verbal, with the ability to communicate at all levels across the organization
- Ability to build scalable processes to support the fast-moving needs of a growing organization
- Strategic thinker that can work in a fast-paced environment and build tools to effectively manage team
- Willingness to learn nuance and details in order to partake in deep problem solving
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Senior Director, Payment Operations - St. Petersburg, United States - Zelis
Description
Position Overview
As the Senior Director of Payment Operations, you'll report directly to the Senior Vice President of Growth & Operations. In this role, you'll be responsible for overseeing our department's efforts in researching, resolving, and reporting Level 2+ issues related to payments. You'll need to excel in managing workload and productivity within a case/ticketed queue environment, leading a global team to success. Understanding diverse processes, from backend technical interventions to client outreach, is essential. Success hinges on strict adherence to processes, driving continuous improvement for enhanced efficiency, and providing accurate reporting to high-profile stakeholders.
Key Responsibilities
Required Qualifications
Preferred Qualifications
