Senior Operations Consultant

Serving as a Subject Matter Expert

Support merchant services operations, governance, and strategic initiatives.

Vendor Performance Oversight

• 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.

Governance and Reporting

• Lead and support governance routines, performance reporting, and executive-level updates.
• Drive process optimization and efficiency opportunities across servicing and operational workflows.

Collaboration and Initiative Support

• 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.

Insights and Recommendations

• 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 years 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.