Senior Manager, Client Operations

About the Role

This leadership opportunity is within a rapidly expanding fintech firm based in Ireland, focused on managing client operations for enterprise-scale payment programs. The Senior Manager will be pivotal in leading service delivery with focus on operational excellence and delivering superior customer experience.

The role blends fintech operations, incident management, automation deployment, and client partnership strategies. The manager will be accountable for optimizing operational support, guiding teams, and applying innovative AI solutions to modernize the support structure and improve efficiency.

Key Responsibilities

• Own comprehensive service performance indicators including service levels, first contact resolution, response times, customer satisfaction, managing backlogs, and cost control.
• Lead technical incident responses involving production issues, coordinating between engineering, external partners, and client communication.
• Oversee root cause analyses to guarantee thorough investigations, timely reporting, and effective follow-up actions.
• Act as a senior operational liaison for enterprise clients, ensuring clear communication, dependable service, and transparency.
• Manage client and cardholder support operations via multiple channels such as phone, email, chat, dispute processing, and account support.
• Supervise third-party vendor and outsourced provider operations through ongoing performance assessments and quality assurance.
• Drive initiatives to modernize support infrastructure including contact center platforms, ticketing, knowledge management, and automation.
• Develop AI-assisted support frameworks, focusing on automation opportunities while ensuring compliance and trust.
• Lead internal and external teams, crafting scalable organizational structures, defining career ladders, and establishing performance management systems.
• Partner with compliance teams to adhere to regulatory, security, and industry standards.
• Establish escalation processes among support, engineering, product, and client teams to enhance efficiency and accountability.
• Identify recurrent operational issues and collaborate with internal teams to implement sustainable improvements.

Required Qualifications and Experience

• Minimum 8 years in leadership roles related to client operations, support operations, or service delivery within fintech, payments, SaaS, or regulated tech sectors.
• Demonstrated experience managing technical incident responses for enterprise clients and preparing detailed root cause analysis presentations.
• Ability to maintain and nurture relationships with high-value enterprise clients and communicate effectively with executive stakeholders.
• Proven leadership of support, service delivery, contact center teams, and oversight of third-party providers.
• In-depth knowledge of payments processes, including transaction flows, dispute handling, AML/KYC compliance, regulatory frameworks, and PCI DSS standards.
• Experience working with or migrating operational platforms such as CCaaS, CRM, telephony, ticketing, or AI-driven support tools.
• Skilled in building and expanding teams, improving operational frameworks, and managing organizational growth phases.
• Technical proficiency in API integrations, payment workflows, and platform troubleshooting.
• Strong analytical capabilities for designing reporting structures and applying data-driven decision-making.
• Familiar with operational tools like Zoho, Jira, Metabase, or equivalents.
• Knowledge of AI-based support agents and automation technology applications.
• Excellent communication skills for executive presentations, incident updates, operational reviews, and documentation.
• Aptitude for questioning assumptions, managing expectations, and offering pragmatic operational advice.
• Bachelor’s degree in business, engineering, technology, or related fields or equivalent practical experience.

Benefits

• Competitive salary aligned with candidate experience and impact.
• Work fully remotely with flexibility emphasizing outcome-oriented performance.
• Comprehensive health, dental, and vision insurance coverage.
• Paid vacation and support for maintaining work-life harmony.
• Significant ownership of critical operational projects with business visibility.
• Frequent interaction with senior leadership and involvement in strategic decision-making.
• High growth workplace offering chances to lead operational transformation.
• Access to professional growth, mentoring, and continuous learning programs.
• Engagement with cutting-edge fintech technologies and AI-powered solutions.
• Supportive, inclusive culture valuing contributions and collaboration.

Additional Information

This role is facilitated by a recruiting partner who manages the application process and subsequent steps. All hiring decisions and interviews are conducted by the employer directly. The recruitment process uses AI-based tools to match candidates objectively based on core criteria but final decisions rest with human recruiters.

Applicants should be aware that their personal data will be processed in compliance with data protection legislation including GDPR, and they have rights relating to access, correction, and objection to such processing.