Operations

• 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

TPF

Client Operations Manager