Director of Operations

Paysafe Limited (“Paysafe”) (NYSE: PSFE) (PSFE.WS) is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 20 years of online payment experience, an annualized transactional volume of $140 billion in 2023, and approximately 3,200 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com.

It starts here. Have a global impact on the world of payments.

The UK Director of Operations will be responsible for the management and governance of all intragroup and sub-outsourced services for our UK business lines.  This role will work closely and collaboratively with colleagues, both locally and globally, to ensure services are delivered to our customers effectively and in a compliant manner.  The role holder will have prior operations experience in the payments industry and will be familiar with regulatory requirements on outsourcing arrangements.  

What Paysafe stands for:

• Being open and honest.
• Keeping focused.
• Operating with Courage.
• Pioneering the future.

Our values and culture are driven by Equality, Development, Social Responsibility and Wellbeing. If you want to find out more about life at Paysafe, check out our careers page here. 

How we work:

Our preferred arrangement is for the job holder to follow a hybrid model, spending an average of three days per week at our office location. The office is located in Gresham Street next to St Paul’s cathedral with easy access and transport links via St Paul’s, Bank, Cannon Street, City Thameslink, Liverpool Street, Farringdon, Mansion House.

Role Responsibilities:

• Accountable for the management and governance of all outsourced services in respect of Merchant & Customer Operations, Risk Operations, and Product Development across Digital Wallets, Issuing, Payment Processing and eCash  
• Manages the outsourcing framework for the UK business in line with regulatory requirements in collaboration with the Group’s vendor management team
• Accountable for the robust definition of all outsourced services with defined success KPIs and agreed performance standards
• Owns the performance assessment, associated reporting, and clear audit log of all outsourced services’ KPIs and the adherence to the agreed service standards by the outsourced service providers
• Acts as first line of defence through the Operations team in respect of customer and merchant satisfaction, and protection of Paysafe’s business integrity and performance in compliance with the UK regulation as a licensed electronic money institution
• Accountable for ensuring that services are delivered within the requirements of Consumer Duty
• Develops, owns, and maintains strong working relationships with the outsourced service providers and is a decision maker in driving enhanced operational processes and best business practices across Paysafe
• Ensures that a clear escalation path is in place to appropriate governance forums in case of underperforming outsourced services with mitigation actions in place
• Provides consultative and specialist support (is a trusted advisor), addressing any operations or industry related issues or concerns
• Reviews the suitability and assesses the criticality/materiality of proposed Group initiatives from a regulatory perspective in respect of the UK as well as proposed product and/or services developments and changes
• Governs the intake of new initiatives into the regulated entity’s portfolio and ensures adherence to the agreed change processes
• Assists in the development of Group policies and procedures relevant to the company’s business and ensures that the applicable policies are being implemented and are being followed by the UK entities and the respective outsourced service providers

What we’re looking for:

• Leadership experience in delivery and operations and management of external providers supporting operational services
• Ability to work independently as well as part of a cross-functional international team
• Prior customer account management and customer support experience
• Has proven operational knowledge of the payments industry ideally with a familiarity of e-money, card acquiring and issuing businesses
• Strong analytical and problem-solving skills
• Excellent communication and negotiation abilities

A snippet of what you’ll get in return:

• Make your day work for you with our flexible working hours.
• Kickstart your weekend early with our summer hours during the months of June, July and August with a 3pm finish every Friday.
• You decide what your holiday looks like with the option to buy or sell your holiday and carry over up to 5 days into the next year.
• Enjoy social events on our roof top terrace with views onto St Pauls Cathedral.
• Our fully equipped facilities include showers, hairdryers and straighteners and fresh towels.
• Start your day with a free breakfast, fresh fruit and snacks.
• Take a breather in our dedicated wellbeing room.
• Spend time with those important to you with our enhanced paid family policies.
• Test our products Skrill and Neteller. Upon joining we will award you £50 into each wallet.
• Enjoy our discounts on memberships via vitality including, gyms, leisure centres, yoga/Pilates across the country.
• Need a new Laptop or TV? We offer support purchasing Apple and LG products via Stormfront technology.
• Join our six employee-led equality communities and help foster a workplace that celebrates diversity and create opportunities to collaborate and learn.
• Let’s not forget, we also offer: Private health insurance (pre-existing conditions are included) & dental insurance, income protection, life assurance and more.

Equal Employment Opportunity

Paysafe is an equal opportunity employer. We value diversity and are committed to providing a work environment of mutual respect to everyone without regard to race, color, religion, national origin, age, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.