Paymentology

Operations

• Provide strategic leadership, coaching, and direction to Platform Support Managers across key platforms, acting as a trusted partner and advisor.
• Own the global Support strategy execution roadmap, ensuring alignment with business objectives, SLAs, and platform reliability targets.
• Lead transformation initiatives that embed automation, predictive analytics, and self-service to reduce manual load and improve scalability across multi-cloud platforms.
• Build strong, data-driven feedback loops with Product, Engineering, and SRE/Observability teams to eliminate recurring issues at source and enhance platform resilience.
• Own executive-grade reporting on platform health, operational performance, and service improvement initiatives, translating complex data into clear, actionable insights.
• Promote analytics and BI-driven decision-making across Support, championing a culture of continuous improvement and measurable outcomes.
• Influence tooling and workflow design to enhance visibility, incident routing, observability, and automation across multiple platforms and teams.
• Operate with high autonomy as a strategic partner to the Head of Customer Support, independently prioritising initiatives based on platform stability and customer impact.
• Lead cross-functional transformation programmes that balance short-term incident response with longer-term platform and tooling improvements.

Global Support Operations – Transformation Strategy Lead

• Provide strategic leadership, coaching, and direction to Platform Support Managers
• Own the global Support strategy execution roadmap
• Lead transformation initiatives that embed automation and predictive analytics
• Build strong, data-driven feedback loops with Product, Engineering, and SRE/Observability teams
• Own executive-grade reporting on platform health
• Promote analytics and BI-driven decision-making across Support
• Influence tooling and workflow design to enhance visibility
• Operate with high autonomy as a strategic partner
• Lead cross-functional transformation programmes

People Operations

• Act as a trusted advisor to senior leaders across regions, providing insight on organisational structure, team effectiveness, leadership behaviours, and performance outcomes.
• Support leaders through restructures, reorganisations, entity expansion, and role clarity initiatives, ensuring alignment with business strategy and regulatory requirements.
• Independently manage or advise on mid-to-high complexity employee relations matters across multiple jurisdictions.
• Identify patterns and recurring themes, recommending structural or behavioural interventions that improve long-term outcomes.
• Coach leaders and People Advisors to strengthen performance management capability and enable early, effective intervention.
• Lead or co-lead workforce planning activities, including capability needs analysis, succession risk assessment, and headcount prioritisation in partnership with Talent Acquisition and Finance.
• Provide actionable insights into workforce composition, talent gaps, and organisational health to support informed decision-making.
• Improve and standardise onboarding, performance, and employee lifecycle processes across entities to support scale and consistency.
• Partner with People Operations and HRIS teams to implement automation and scalable workflows that enhance efficiency and employee experience.
• Ensure people processes support compliance, operational effectiveness, and a positive employee experience.
• Lead cross-functional initiatives such as capability frameworks, policy harmonisation, talent indicators, or organisational readiness programs.

Global Support Operations – Transformation Strategy Lead

Global Support Operations – Transformation Strategy Lead

Global Support Operations – Transformation Strategy Lead

Global Support Operations – Transformation Strategy Lead

Global Support Operations – Transformation Strategy Lead

People Business Partner