Key Responsibilities:

• Strategy requirements: Receive requirements from the Segment Owner and manager and lead the execution of a strategic roadmap for the service.
• End-to-end platform management: Oversee payment platform delivery, ensuring seamless integration between customer contact points and platform functions while maintaining compliance with standards.
• Performance monitoring and reporting: Establish and track key performance indicators to gauge service effectiveness, providing regular reports to leadership.
• Cross-functional team leadership: Provide direction to a cross-functional team responsible for platform development and maintenance, in close partnership with customer support teams.
• Continuous Improvement: Drive ongoing optimisation efforts to enhance service efficiency, reliability, and user satisfaction through iterative improvements.

Skills, Capabilities and Experience

• 5-7 years of experience in roles related to service delivery and planning, project management and continuous improvement would be expected to demonstrate the following skills and capabilities:
• Technical proficiency: Strong technical background with a comprehensive understanding of the technologies supporting the service.
• Service management expertise: Familiarity with service management frameworks and best practices to ensure effective service delivery.
• User-centric mindset: An understanding and appreciation of customer needs, with the ability to translate them into actionable service enhancements. This involves actively gathering requirements from Customer Segments, analysing their feedback, and using it to drive improvements in service delivery and platform functionality.
• Problem solving skills: Strong analytical and problem solving skills to address complex service-related issues and challenges.
• Financial acumen: Ability to manage the financial aspects of the service, including budgeting, cost optimisation, and revenue generation.