Operations Manager (approved by MFSA) (m/f/o)

Tasks

• Ensure operational issues detected and raised internally and/or externally (ie PMs) are addressed appropriately and in a timely manner 
  
• Handle escalated issues and follow-up with internal/external stakeholders in pursuit of a resolution
  
• Coordinate and work with internal and external stakeholders to remediate identified operational issues effectively including scoping of future required work
  
• Identify gaps, build solutions, and monitor such solutions in the form of established internal processes and controls to ensure SLAs are met and anomalies are detected
  
• Monitor scheme data integrity programs to ensure compliance and address issues with relevant internal or external (PMs/Processors/Scheme) parties where non-compliance events are triggered
  
• Monitor PMs acceptance rates and other metrics to proactively detect anomalies and raise/address issues accordingly
  
• Review, record, and action applicable scheme bulletins and/or processors notifications to ensure it is addressed appropriately and there’s no adverse impact to TPL because of a non-action
  
• Manage vendor relationships (service providers, processors and scheme) in pursuit of providing effective resolutions, customer value and on building such relationships
  
• Manage the group Business Continuity Plan with the support of the Risk Team
  
• Build and document appropriate Standard Operating Procedures manuals 
  
• Identify, build, and monitor appropriate key performance indicators and deliver performance reports.
  
• Coordinate periodic audits of TPSGL’s compliance with its contractual obligations to TPML with the support of the Risk Team and Internal Auditors

Requirements

• Good knowledge of the fintech industry and on how card scheme and payment processing work
  
• Experience of working in an agile regulated environment
  
• Excellent verbal, written, and interpersonal communication skills with the ability to communicate well with all levels of employees: management, team members, and external partners.
  
• A team player able to work effectively in a team fostered, multi-tasking and flexible environment
  
• A self-starter lead who takes responsibility for quality of results and requires minimal supervision.
  
• Strong commitment to compliance with applicable law, policies, and procedures.
  
• Problem solving skills and demonstrated initiative in identifying areas of opportunity and following issues through to resolution with a strong analytical eye towards attention to details.
   

Joana Martins