Senior Manager - Operations

About EMLEML Payments is a global leader in the fintech space. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.As an issuer and processor, we provide our clients and partners with innovative alternatives to traditional banking solutions for reloadable and non-reloadable programs. We are agile, we are innovative. We take a partnership approach; we tailor solutions and place a strong focus on operational excellence.Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.EML will consider candidates in the UK & Ireland for this position, assuming they have the appropriate work authorisation and will not require visa sponsorshipAbout EMLEML Payments is a global leader in the fintech space. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities. As an issuer and processor, we provide our clients and partners with innovative alternatives to traditional banking solutions for reloadable and non-reloadable programs. We are agile, we are innovative. We take a partnership approach; we tailor solutions and place a strong focus on operational excellence. Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential. The RoleWe’re looking for a Senior Manager within the Service Delivery team who can provide top-tier leadership and guidance to an Operations Team.EML is a fast-moving product which requires a leader that can remain calm in tough situations while moving at a rapid pace. This includes responding to their team, clients, leadership and peers in a quick, concise, and efficient manner. You are highly organized and will be responsible for compiling project status reports, being critically focused on maintaining metrics reports, tracking the team’s progress, identifying and resolving issues, and ensuring tasks are completed on time and in accordance with the organization and client expectations. You love to proactively communicate both internally and externally, both good news and bad. You think outside of the box on how the team can be more efficient, rather than how things have always been done. You are a client-obsessed leader who strives to ensure all clients and cardholders have a positive interaction with EML. You bring your A-game to work and are happiest when you are continually learning and working with a team of high achievers like yourself. You must be comfortable with communicating in all forms including email, IM, phone calls, and in person. What we’re looking forExceptional problem-solving skills Excellent critical thinking and independent thought Someone who thrives on feedbackAttention to detail and organizational skills Highly timeline driven A deep understanding of how to work with a partner to find and address their needs and wants to ensure successExperience presenting complex solutions in understandable ways Experience using third-party tools to ensure extremely organized operations of the EML productEntrepreneurial spirit: a self-starter, who is internally driven to make an impact on both the product and a growth directed organization Experience working with cross-functional teams and projects and knowing how to adapt between the groups A technical and analytical (comfortable in Excel) aptitude, and hunger to learn moreStrong ability to prioritize work according to the needs of the business and balance responsibilities, particularly during high volume periodsEnthusiasm for developing innovative and creative solutions to unique challengesWhat you’ll be doingLead a team of customer and operations professionals supporting the EML products Ensure team is meeting required SLAs and operating within the expectations of the organizationDrive customer satisfaction with the EML products and interactions with the EML team Clearly track metrics related to the program including: sales, communications (emails, ticket and phone queries), team performance, etc. Create documentation and training as needed to ensure all internal and external stakeholdersEnsure strong, compliant operations of the product and raise issues as needed Perform quality assurance testing on team’s performance and client interactions Manage seasonal and temporary staffingDevelop new processes to support, and continue to enhance the efficiency and success, of the EML productProvide dedicated support to the role between the peak months of October- January Manage any third-party relationships required to operate the product Provide escalation support to team on client management EDUCATION AND EXPERIENCE REQUIRED:Significant demonstratable experience in leadership and managing a teamProven experience in a senior service delivery rolePrepaid or financial services experience preferredAbility to travel to designated location 2-3 times a week from October-January if required.DESIRABLE KNOWLEDGE, SKILLS AND ABILITIES:JIRAExcelTechnical TroubleshootingPayment IndustryPhone systems (preferred)Comfortable working in CRMs What you will be offeredIf you love what you do, you should love where you do it. We appreciate that everyone’s different and has their own preferences of where and how to work. We genuinely believe in the power of regular face-to-face interactions in building close connections with our teams, but we also strongly believe people can work effectively remotely. This means that combining both is the key to success.25 days annual leave plus 2 days for volunteering, plus your birthday off - Plus an additional Take5 days should you use all of your 25 days!Global business landscape that connects you with colleagues working throughout Australia, UK, North America and Europe with both short-term and long-term secondment options.Hybrid working - Be empowered to work smarter, in a way that suits your lifestyleCompany Enhanced Family Leave Options*12 weeks paid New Parent Leave*Paid Professional MembershipsPension Scheme*Short term bonus scheme*Company Private Medical Insurance Scheme – 50% covered by EML*Long term illness cover – 75% of your basic Annual SalaryLife Assurance (Death in Service) Cover – 4x your basic Annual SalaryEmployee Assistance Programme – accessible 24/7BenefitsHub – get discount vouchers for your favourite retailers(*some benefits are subject to qualifying criteria)Company Culture and Values Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.Company Structure EML is an ASX listed company head quartered in Brisbane, Australia, with approximately 480 employees throughout Australia, Europe, the UK, and America.EEO Statement Integrated into our Core Values is EML's commitment to diversity and inclusion. EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and encouraged to strive to reach their full potential.We believe in understanding and respecting differences. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture, and physical ability. Every individual at EML has an ongoing responsibility to respect and support a globally diverse environment.

Created: 2025-07-23