June 19, 2024
    Chennai, India
    Job Type


    Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.

    This role is based in India and as such all normal working days must be carried out in India.

    Job description

    Join us as a Head of Payment Operations, India

    • Take on a high profile role, where you’ll lead and develop an operations team across multiple sites and geographies, championing an inclusive and customer-centric approach
    • You'll establish and deliver the business plan and strategy for Payment Operations in India, ensuring all relevant teams have an aligned vision and roadmap
    • Hone your leadership skills as you become part of a team with a collaborative ethos
    • This role is available at director level

    What you'll do

    Joining us at a pivotal point at which we're navigating a significant change agenda and developing our operating model for the future, you’ll be delivering operational change through continuous improvement, process re-engineering and strategic directional change.

    With your inspirational leadership and performance management knowledge, you’ll drive the engagement of people across your unit. You’ll be maintaining positive engagement with regulators and key stakeholders, including regular discussions with the FCA. You'll also be continually ensuring policy compliance through process reviews, audit interactions, thematic reviews, drive standardisation, and effective controls across Payment Operations and Payment Technology.

    Your responsibilities will include:

    • Providing end-to-end management of your unit’s operations delivery
    • Delivering the end-to-end customer journey within the unit, and maintaining adherence to service levels in accordance with the regulator and our customer commitments
    • Providing fair outcomes for our customers across multiple processes and teams, identifying improvements and plans where necessary
    • Maintaining cost and resources within budget, driving efficiencies through automation, simplification, and AI to meet targets
    • Supporting the design and delivery of incident and back book activities within the operation

    The skills you'll need

    We’re looking for someone with extensive experience of a large scale complex operations environment. You’ll have strong leadership skills and experience, with a successful track record of managing large teams across multiple locations.

    We’ll also expect:

    • High levels of technical, commercial, and customer competence, gained from a financial services industry
    • Extensive experience of developing, engaging and delivering through people
    • A background of managing significant expenditure budgets
    • A thorough understanding of compliance and FCA regulations
    • Strong interpersonal and influencing skills

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