Paysafe Hiring For Consumer Operations Manager at Dublin, County Dublin Full Time

Paysafe (“Paysafe”) (NYSE: PSFE) (PSFE.WS) is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 20 years of online payment experience, an annualized transactional volume of over $130 billion in 2022, and approximately 3,300 employees located in 12+ countries, Paysafe connects businesses and consumers across 100 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com.

Please note – We are now located in St Pauls, City of London. Our new office will be opening May 2023.

Key Accountabilities and Responsibilities

Responsible for the oversight and management of the outsourced operations in respect of Consumer Operations (including Customer & VIP services, Consumer Due Diligence (CDD) – including Identity Verification Services and PEP (Politically exposed person) & Sanctions Screening across Digital Wallets, Skrill & NETELLER) as set out in the Paysafe Master Intercompany Services Agreement (MISA)

Provides project management coordination across the full range of operations activity related to the firm

Responsible for the robust definition of all Consumer Operations related, but not limited to outsourced services provided by the service providers with defined success KPIs and agreed performance standards

Leads the performance assessment, associated reporting, and clear audit log of all outsourced services’ KPIs and the adherence to the agreed service standards by the outsourced service providers

Responsible for the management of the contact centre service provided by the service provider, pursuant to the MISA to deal with all inbound and outbound issues from customers

Responsible to ensure clear escalation path to the EEA Chief Operating Officer from the service provider teams for all material issues and decisions

Monitors the service provider performance against each customer service/support channel and reports performance to the EEA Chief Operating Officer as well as customer satisfaction

Acts as a champion and first line of defense to ensure all operational decisions consider and prioritize an excellent service for all customers

Maintains key relationships with the service provider’s teams, understands the detailed operational processes being carried out and challenges presented, and drives their timely resolution

Ensures that the EEA Chief Operating Officer is kept informed of all key service centre developments and any impacts on performance (as well as the progress of planned remediation);

Defines, maintains, and updates clear operating policies and procedures, outlining the ways of working between the EEA Operations team and the service provider’s teams;

Actively participate and lead projects targeted at improving the Customer Service team performance;

Conducting Business Analysis leading to understand business processes required to ensure delivery of intended project results and end-to-end tracking of business requirements.

Equal Employment Opportunity

Paysafe is an equal opportunity employer. We value diversity and are committed to providing a work environment of mutual respect to everyone without regard to race, color, religion, national origin, age, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.