Client Operations Manager

TPF

Client Operations Manager leading support, administration, and disputes for regulated payments provider The Payments Factory. Improving merchant service delivery, operational controls, and cross-functional issue resolution.

Posted 8/13/2026full-timeTa' Xbiex • 🇲🇹 MaltaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing client operations and enhancing customer support within the payments industry, with a focus on process improvement and compliance with regulatory standards.

Highest-signal resume keywords

Client Operations ManagementMerchant SupportPayments OperationsTeam LeadershipProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Merchant AcquiringDigital WalletsPayment OperationsCard Scheme ProcessesOperational Escalations

Soft Skills

Organisational SkillsCommunication SkillsStakeholder ManagementProactive ApproachContinuous Improvement Mindset

Tools & Technologies

CRM PlatformsTicketing PlatformsZendesk

Industry Keywords

EMIPSPAcquirerFinTechBanking

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

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