Payments and Customer Service Operations Manager
Freelancer.com, United States
Job Description
Escrow.com, owned by the company behind Freelancer.com, is the world's leading provider of secure online payments, and winner of the 2017 BBB Torch Award for Ethics. We have handled over US$4.5 Billion in secured transactions, while processing some of the largest domain name transfers - including Gmail.com, Uber.com and Twitter.com.
We are currently looking for a World class Operations Manager. You’ll be a key lead of the global operations team responsible for ensuring that payment processing is efficient, effective and accurate for our customers, whilst at the same time are in compliance with the regulatory environments in which we operate. Payment processing is at the core of escrow’s operations and together with customer support, we want to ensure that our users have an outstanding experience in using our services.
Your focus, and that of the overall team, will be to help our payments and support teams scale with ease and confidence as we continue to grow.
The Payment Operations team works closely with our financial institution partners, and internally with teams in Product, Sales, Engineering and Finance, as part of a continuous feedback loop, so that we can deliver the best possible payments experience for our customers across the globe.
Primarily, you will manage all payment and customer support activities (both inbound and outbound), which includes supervision of teams in San Francisco and other group offices overseas. Your role will include expanding the teams where necessary, ongoing training and development of your team, liaison with external stakeholders such as auditors, regulators and financial institutions.
Prior experience working with payments in bulk sale (sale of business), fund or joint control, or real estate escrow is preferable.
This isn’t a typical role. Our business is growing and we operate in a very agile environment. You will be someone that thrives in a culture of harnessing ongoing process improvement and a ‘can do’ attitude. You will report into the Escrow General Manager, with a dotted reporting line to the Group CFO; and you will play a crucial role in our growth as we leverage the significant revenue opportunities for the business.
Your specific responsibilities will include:
- Develop the Payments Operations amp; Customer Experience team into high performing groups by defining, executing, and communicating operational processes, standards, and best practices that work flawlessly and minimize crisis situations.
- Management of small teams in San Francisco, Sydney, Manila and Buenos Aires, which includes ongoing training and development to achieve team and individual goals
- Design and monitor reports and dashboards that capture meaningful data into Payment Operations through leading and lagging indicators and early warning mechanisms. These dashboards should be used to plan resourcing requirements.
- Preparation of management reports and reconciliation tasks associated with payment flows
- Proactively reviewing processes to identify inefficiencies, control weaknesses and identifying opportunities for improved efficiency and effectiveness. This will require quantitative analysis to support any recommendations.
- Keeping up to date with industry accepted best practices for Payment processing and recommend implementation as appropriate.
- Ongoing analysis of customer support tickets with a view to enhance product so as to eliminate repetitive support tickets
- Collaborate with the Product group to build-out critical tools, automate routine work where possible, and address recurring issues.
- Own payment and support issues from beginning to end, working with internal teams as appropriate to troubleshoot and resolve issues in a systematic and timely fashion.
- Provide operational expertise to business development and engineering teams for RFP’s and for process implementations of new partners and customers
- On a day to day basis manage all incoming and outgoing payment functions, support ticket queues and ensuring team workflows are efficiently allocated
- Ensure operational risks associated with payment flows are properly documented, managed and mitigated
- Working closely with our compliance team, you will develop and maintain an in-depth understanding of AML, KYC and banking sanctions to ensure that the handling of customer accounts and client funds fully complies at all times within these rules and guidelines
- Work closely with our compliance and finance teams to assist in preparation of ongoing reporting requirements to regulators
- Ongoing liaison with financial institution partners in relation to payment operational matters
- Management of specific regulatory processes required from time to time, such as preparation of unclaimed monies for trust funds on a state by state basis
- Act as an Escrow Manager, as de