Description:
This is a key role to ensure success for all of Phorest, and one in which the successful candidate will be immersed in every part of Phorest’s Payment operations.
Phorest is looking for a Global Payments Operations Manager to streamline our payment operations and ensure the delivery of amazing customer service. This person will report into our COO. They will partner closely with our Head of Payments - Commercial and Payments Product lead, to ensure that day to day operations of PhorestPay are running smoothly. This includes areas such as charge backs, revenue protection, continuous improvement, and optimization of processes. They will also be responsible for ensuring that our customers are processing and using our payments products in regions by partnering with our regions to enable them to operate payments at scale.
We're passionate about our culture at Phorest, and we're looking for people to complement and grow that culture with us. If you are a results-driven professional who is passionate about streamlining operations and delivering amazing customer service, we encourage you to apply for this position.
What you will do
- Streamline and optimize payment operations to ensure efficient day-to-day operations. This includes
- Onboarding of new salons to PhorestPay (and staff merchant accounts)
- in-life support of boarded merchants: e.g. ensuring salons account status of “restricted” monitored and resolved
- owning process and escalation path for salon issues (in partnership with support and global escalations)
- Owning salon PhorestPay off-boarding proved desc
- Ensuring salons are educated on fraud detection and chargeback management.
- Develop and implement strategies to protect against fraud and revenue loss - you will be an expert in our fraud prevention tools and in partnership with Product and Finance build our / support the creation of fraud rules, monitor their performance and adjust to ensure the right balance between risk and optimising transaction approval rates
- Work closely with product and development teams to identify and prioritize operational gaps / efficiencies.
- Partner with finance to make data-informed decisions
- Working with our systems teams (eg gainsight) to ensure that we have optimal data flow and processes in place to correctly track our payments performance
- Ensure adoption and usage of payment products by customers - this means monitoring usage and volumes, putting in place steps/systems/process to ensure we are correctly tracking and taking action.
- Continuously evaluate and improve processes to ensure they are efficient and effective
- Ensure the delivery of amazing customer service though all aspects of payments - from the salon’s customers making a payment, to the money landing in the merchants account and how they report on it. We measure this though our seirbhís go hiontach (great customer service) rating. This will mean being hands on and talking to lots of customers :)
- While not a direct people manager role, you will be seen as the payops leader in Phorest - coaching and guiding our payops people who report into the local region - through a dotted line.
What do you need?
- Experience in payment operations in a global context for a minimum of 4 years
- Knowledge and experience in dealing with global payments methods
- Data analytics and visualisation - such as Tableau, PowerBI or Looker
- Experience with fraud and revenue protection tools such as Stripe Radar
- Strong analytical and problem-solving skills
- Ability to work collaboratively with cross-functional teams
- Strong communication skills
- Passion for continuous improvement and optimization of processes