Client Operations Manager

Job description

About The Payments Factory The Payments Factory is a regulated payment institution providing card acquiring, payment gateway, and processing services to merchants across Europe and beyond. We operate through two entities: Global Star Finance Ltd (UK) and The Payments Factory Ltd (Malta, and serve a broad range of merchants, including those in higher-risk and regulated verticals. We are a lean team. We are close to our clients, quick to make decisions, and hold ourselves to high standards. Everyone here has real impact - there is no place to hide and no shortage of interesting problems to solve. The Role We are looking for an experienced Client Operations Manager to lead our Client Operations function. Reporting directly to the COO, you will oversee the day-to-day management of Client Support, Client Administration, and Disputes, ensuring our clients receive an exceptional operational experience throughout their lifecycle. Working closely with the Onboarding, Monitoring, Compliance, Finance, and Integration teams, you will drive operational excellence, improve client service delivery, and ensure the business continues to deliver a high standard of service as it grows. Main Responsibilities ● Manage the Client Operations team, providing guidance, coaching, and day-to-day management. ● Oversee customer support, merchant administration, disputes, and operational escalations. ● Ensure client enquiries and issues are resolved efficiently while maintaining high service standards. ● Monitor team performance, workloads, SLAs, and service quality. ● Work closely with internal departments to resolve complex operational issues affecting merchants and wallet customers. ● Identify opportunities to improve processes, documentation, and the overall client experience. ● Produce regular operational reports and highlight trends, risks, and improvement opportunities. ● Ensure operational activities comply with internal policies, regulatory requirements, and Visa and Mastercard scheme rules where applicable. Key Requirements ● 4+ years' experience in client operations, merchant support, payments operations, or service delivery within an EMI, PSP, Acquirer, FinTech, or Banking environment. ● Previous experience managing or supervising a team. ● Good understanding of merchant acquiring, digital wallets, payment operations, and card scheme processes. ● Experience managing operational escalations and working across multiple departments. ● Strong organisational, communication, and stakeholder management skills. ● Proactive, hands-on approach with a continuous improvement mindset. ● Experience using CRM or ticketing platforms such as Zendesk is an advantage. What We Offer Flexible and remote-friendly working arrangements (hybrid role). Private medical insurance (available after probation). Gym allowance (available after probation). Birthday and anniversary recognition. Training and development opportunities.