Senior Manager, Client Operations

Role Overview

This opportunity is with a partner company based in Australia seeking a Senior Manager to lead Client Operations within a fast-paced fintech environment. This strategic leadership position focuses on delivering operational excellence, optimizing customer service delivery, and enhancing client relationships across enterprise payment programs.

The role intersects multiple disciplines including fintech operations, incident management, automation, and client partnerships. The successful candidate will lead teams, refine support frameworks, and spearhead initiatives aimed at boosting efficiency while ensuring superior service standards.

Key Responsibilities

• Accountable for the full lifecycle of service delivery metrics such as service levels, first contact resolution, response timeframes, customer satisfaction, backlog control, and cost management.
• Lead the technical incident management process for production-related issues, coordinating with engineering, external partners, and clients during critical incidents.
• Implement root cause analysis with thorough investigations, prompt reporting, and corrective measures.
• Serve as a senior operational liaison for enterprise clients to sustain transparent communication and consistent operational reliability.
• Oversee multi-channel client and cardholder support operations encompassing phone, email, chat, dispute resolution, and account assistance.
• Manage third-party vendors and outsourced providers by monitoring performance, enforcing quality standards, and conducting operational assessments.
• Drive upgrades of support infrastructure including contact center solutions, ticketing platforms, knowledge base systems, and automation tools.
• Design and roll out AI-driven support strategies that leverage automation while adhering to compliance and maintaining customer trust.
• Develop and nurture internal teams and external support resources, establishing scalable organizational structures, career progression paths, and performance management systems.
• Collaborate with compliance departments to ensure operations meet regulatory, security, and industry standards.
• Establish clear escalation protocols between support, engineering, product, and client teams to improve workflow and accountability.
• Identify and resolve recurring operational inefficiencies through partnership with internal stakeholders.

Candidate Profile and Requirements

• A minimum of 8 years in leadership roles within client operations, service delivery, or support in fintech, payments, SaaS, or regulated tech sectors.
• Proven expertise managing technical incident responses for enterprise clients, including presenting detailed root cause analyses.
• Demonstrated experience supporting high-value corporate accounts and interacting effectively with executive leadership.
• History of leading support teams, service delivery groups, contact centers, and external vendors.
• Deep knowledge of payments processes, transaction flows, dispute management, AML/KYC regulations, and PCI DSS requirements.
• Hands-on experience deploying or migrating platforms such as CCaaS, CRM, telephony, ticketing systems, and AI-powered support solutions.
• Strong ability to develop teams and operational frameworks to support scalable business growth.
• Technical fluency in API integrations, payment processing systems, and troubleshooting platform issues.
• Skilled in data analysis and reporting to guide operational decision-making.
• Familiarity with tools including Zoho, Jira, Metabase or comparable operational software.
• Knowledge of AI-driven support agents and automation technologies.
• Excellent communication skills, adept at delivering presentations, updating stakeholders during incidents, and producing clear documentation.
• Capacity to critically assess situations, manage expectations, and propose pragmatic operational solutions.
• Bachelor’s degree or equivalent experience in business, technology, engineering, or related fields.

Benefits and Work Environment

• Competitive compensation package aligned with experience and contribution.
• Fully remote work setting with flexibility and a focus on outcomes.
• Health, dental, and vision insurance coverage included.
• Paid leave and support promoting work-life balance.
• Ownership of key operational projects with significant business impact.
• Frequent interaction with senior leaders and participation in strategic decisions.
• Dynamic growth environment offering chances to lead transformation efforts.
• Access to ongoing professional development, mentorship, and learning opportunities.
• Engagement with cutting-edge fintech technologies and AI-enhanced solutions.
• Inclusive culture valuing collaboration and innovation.