Senior Manager, Operations

About the role

Berkeley Payments is seeking a senior‑level leader to own day‑to‑day operations for its payment platforms. This remote position will manage all inbound support channels, coordinate incident response, and drive continuous improvement of the support function.

Key responsibilities

• Own end‑to‑end service level metrics, including first‑contact resolution, speed of answer, handle time, backlog aging, SLA attainment, client satisfaction and cost per contact.
• Reduce unit cost to serve through automation, self‑service deflection, knowledge‑base enhancements and optimal channel mix.
• Act as incident commander for production issues, coordinating internal engineering, external processors and issuing banks while managing client and cardholder communications.
• Lead the Root Cause Analysis (RCA) process, authoring and presenting findings to clients.
• Oversee internal support team and third‑party providers, ensuring compliance with regulated fintech operations.
• Re‑engineer the support layer, migrate contact‑centre infrastructure, and deploy AI‑driven workflows.

Required profile

• Senior‑level experience in fintech or payments operations with a strong understanding of regulated environments.
• Proven track record of leading support teams and managing third‑party service providers.
• Ability to make technical triage decisions without engineering assistance.
• Excellent communication skills for client and auditor interactions.

Required skills

• Payments platform fluency
• Incident management
• Root cause analysis
• Automation and workflow orchestration

What we offer

• Remote work flexibility
• Opportunity to shape a critical function in a fast‑growing fintech
• Collaborative environment with cross‑functional teams