SVP Operations

SVP Operations

About us

We are Thredd, formerly Global Processing Services. Thredd sits at the heart of the global payments revolution, processing billions of transactions annually across 44 countries for the world's leading FinTechs, digital banks, and embedded finance providers. We are certified by Mastercard and Visa to process and manage any credit, debit or pre-paid card transaction globally.

We enable the emerging payments industry to deliver breakthrough innovations through a unique combination of proprietary technology, its people and partners.

Thredd has integrated with over 40 issuing banks globally and operates programmes for 100+ clients in 60 countries using over 150 currencies, enabling its clients to innovate and deliver exciting new value propositions for end users around the world.

About the SVP Operations role

We are looking for a SVP Operations to lead the day to day running of the Global Operations team (UK, Singapore and Kochi) which includes fraud and card operations and will report directly into the Chief Operating Officer.

The Global Operations team interface with customers to ensure they can fulfil their commitments to their customers and regulators. The team are focused on delivering exceptional service whilst being focussed on efficiency and growth. The SVP Operations will drive the team to scale and evolve as our customers evolve and diversify.

What you will be doing as SVP Operations

Customer/Client Centricity

• Enhancing the USP for the organisation which is delivering excellent customer service which is linked to CSAT and NPS for the business
• Maintaining a customer orientated focus
• Focusing on first contact resolution

Data & Reporting

• Using data to drive decision making, develop new approaches, evaluate platform performance, and advocate for product changes that improve the accuracy and efficiency of the platform
• Monitoring performance to proactively identify efficiency issues and propose solutions
• Forecasting and ensuring the operations team are meeting the expected KPIs, SLAs and quality standards

Innovation & Design

• Being the conduit between Technology, Product and Operations
• Implementing and executing a continuous improvement programme
• Supporting the customer migration to cloud
• Enhancing the operating model to support the cloud environment
• Focusing on scaling the operational model globally (USA and Asia Pacific)

Industry Knowledge

• Having a clear understanding of issuing platforms and an innovative can-do mindset
• Card migrations experience
• Understanding the payments schemes and regulatory objectives and provides a great customer experience (minimum Visa & Mastercard, ideally Diners/ Discover)

Quality & Controls

• Defining an implement the operations target operating model strategy, structure, processes and resourcing
• Managing senior stakeholders including C-level
• Being the key point of contact for all operational escalations
• Training and mentoring the Operations Management team to ensure they are fully equipped to lead operational sub teams
• Allocating resources to provide SME support on strategic projects

What you will bring to the SVP Operations role

• Proven track record with leadership experience in an operational role
• Experience with fraud and card operations
• Credit card experience would be highly desirable
• Experience working with Visa and Mastercard would be highly desirable
• Experience of scaling operational teams in a hybrid (on prem/ cloud) environment
• Able to think and execute strategically
• Experience of running operations in a regulated environment
• Ability to adapt and pivot to demands/change
• Ability to lead in a matrix leadership organisation
• Ability to perform well both within a geographically disparate team and autonomously
• Ability to multi-task and prioritise with a strong sense of urgency and efficiency in completing deliverables
• Have a strong people focus and track record of building, managing and developing effective relationships across the business
• Partner effectively with technical and non-technical colleagues and client contacts at all levels
• Have a genuine interest in innovative technology
• Experience of successful working in a high-octane environment where client service has a direct impact on the bottom line
• Highly motivated individual who can work independently, under pressure and proactively in a fast paced, stretching environment
• Creative problem resolution, adept at multi-tasking