Operations Director

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Director of Operations focuses specifically on the efficient delivery and management of banking and loyalty services. This role is crucial in ensuring that customer-facing operations run smoothly and effectively. Here’s an overview tailored to this specific function.

Mission & day-to-day responsibilities :

• Service Delivery Oversight

Role : Ensure that all banking services (e.g., account management, loan processing, customer service … end to end services) are delivered efficiently and meet service level agreements (SLAs).

Skills : Service-oriented mindset, familiarity with customer service principles.

Role : Analyze and refine service delivery processes to enhance efficiency and reduce wait times for customers.

Skills : Lean methodology, process mapping, and workflow analysis.

Role : Ensure that services comply with regulatory requirements and internal quality standards, conducting regular audits and assessments.

Skills : Knowledge of banking regulations, detail-oriented, compliance management.

Role : Lead teams in branches or service centers, focusing on training, performance management, and motivation. You will be responsible for more a complete perimeter of more than 150 IT experts.

Skills : Strong leadership, people management, and coaching skills.

Role : Establish and monitor KPIs related to service efficiency, customer satisfaction, and staff performance, using data to drive improvements.

Skills : Analytical skills, data interpretation, and reporting capabilities.

Role : Develop initiatives to improve the overall customer experience, addressing feedback and identifying pain points in service delivery.

Skills : Customer-centric approach, strong communication, and problem-solving skills.

Role : Work with other departments (e.g., IT, marketing, risk management) to ensure cohesive and effective service delivery across the bank.

Skills : Collaborative mindset, negotiation skills, and adaptability.

Role : Oversee the use of banking technology and tools to enhance service efficiency and customer interactions (e.g., CRM systems, chatbots).

Skills : Tech-savvy, understanding of fintech innovations, project management.

Role : Manage operational budgets related to services and ensure that resources are allocated effectively to meet service demands.

Skills : Financial management and strategic resource planning.

Desired qualifications :

The Director of Operations for Bank Services plays a pivotal role in ensuring that the bank can deliver high-quality services efficiently while maintaining compliance and fostering a customer-centric culture.

More reason to join us

At Worldline you will have the opportunity to be at the heart of the global payments technology industry and shape how the world pays and gets paid. In addition, you will also have :

Shape the evolution :

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more about life at Worldline at careers.worldline.com.

We are proud to be an Equal Opportunity Employer. We do not discriminate based on religion, skin color, national origin, gender (including pregnancy, childbirth, or medical conditions), sexual orientation, gender identity, gender expression, age, disability status, or any other legally protected characteristic.

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