Senior Operations Consultant

About the role

Serve as a subject matter expert supporting merchant services operations, governance, and strategic initiatives.

Responsibilities

• Provide end-to-end oversight of vendor performance, including service quality, KPIs, and risk/control adherence
• Act as an escalation point for complex client issues and operational disruptions
• Lead and support governance routines, performance reporting, and executive-level updates
• Drive process optimization and efficiency opportunities across servicing and operational workflows
• Partner cross-functionally (product, servicing, complaints, vendor partners) to support initiative delivery and issue resolution
• Provide flexible support across multiple workstreams based on business priorities and interim coverage needs
• Lead or contribute to initiatives tied to servicing realignment, vendor strategy, and operational transformation
• Deliver insights and recommendations to leadership to inform decision-making and prioritization

Requirements

• Bachelor degree in Business, Finance, or related field or comparable professional experience
• 5-7 year experience in managing functions that support activity such as operations, training, quality programs, billing and process improvement
• 5+ years preferred experience in Merchant Services
• Strong experience in vendor governance, risk oversight, or operational controls
• Proven ability to lead complex initiatives across multiple stakeholders
• Strong executive-level communication and influence skills
• Ability to operate effectively in ambiguous, evolving environment

Desired Skills

• Merchant services or financial services operations experience
• Experience supporting operating model changes, servicing transformations, or large-scale initiatives
• Familiarity with complaints management, client experience, or servicing frameworks

Skills

• Critical Thinking
• Customer and Client Focus
• Decision Making
• Problem Solving
• Risk Management
• Adaptability
• Attention to Detail
• Collaboration
• Issue Management
• Analytical Thinking
• Oral Communications
• Presentation Skills