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- Tasks: Lead and strategise global payments operations to enhance customer experience and drive growth.
- Company: Pliant is revolutionising credit cards with innovative payment solutions for businesses worldwide.
- Benefits: Enjoy remote work flexibility, competitive pay, and a company card for lunches and coffee.
- Why this job: Join a diverse team in a fast-paced environment focused on innovation and continuous improvement.
- Qualifications: 8-10 years in payments or fintech, with leadership experience and strong technical skills.
- Other info: Work from London or Berlin, with opportunities for travel and professional development.
The predicted salary is between 43200 - 72000 £ per year.
This job is brought to you by Jobs/Redefined, the UK\’s leading over-50s age inclusive jobs board.
ABOUT US
Since 2020, Pliant has been on a mission to rethink credit cards and empower companies to grow by providing a smart way to pay that scale with their business. With our app and API-based solutions, Pliant allows companies to issue physical and virtual credit cards, automate payment processes, track spending, and seamlessly integrate these data into their finance stack.
Pliant is growing quickly. With our expansion into 30 international markets, we believe that people, passion, and diversity are the key ingredients to our future success. Our growing team of 200+ Plianteers come from 35 nationalities and work remotely or in a hybrid environment from our headquarters in the heart of Berlin. And we\’re looking for more talented and committed people to join us on our journey!
Want to learn more ? Who are Pliant
We are currently looking for a Head of Payment Operations (m/f/d) to join our team. This role can be based either in our London or Berlin locations, and requires 15%-30% regular travel to the core operational hubs.
WHAT YOU\’LL DO
Set the vision & strategy
- Define and own the global payments-operations strategy that supports the company\’s growth, revenue and customer-experience goals.
- Translate strategic objectives into an annual operating plan with clear OKRs, budgets and head-count needs.
- Continuously assess the external payments landscape (schemes, processors, PSPs, regulations) to identify opportunities, efficiencies and risks.
Drive operational excellence at scale
- Build& evolve a resilient PayOps operating model covering card issuing, processing, alternative payment methods and treasury flows.
- Maintain KPI tracking for cost-of-payments, success rates, dispute ratios and operational SLAs; drive root-cause analysis and long-term fixes.
- Sponsor automation & tooling initiatives (incl. data pipelines, alerting and reconciliation) in partnership with Payments Program Management, Product & Engineering.
Lead & develop a high-performing team
- Manage, mentor and inspire a multi-disciplinary, geographically distributed Payments Operations organisation (managers, analysts and specialists).
- Create a culture of continuous improvement through structured quality programmes, career frameworks and proactive training paths.
- Scale the function in line with transaction volume while maintaining best-in-class service levels.
Own risk, compliance & scheme relationships
- Serve as the executive point of contact for card schemes, processors and banking partners; negotiate commercials and influence roadmaps.
- Oversee regulatory reporting, scheme audits and licence obligations, ensuring controls are documented, tested and continuously improved.
- Collaborate with Risk, Compliance and Legal to anticipate regulatory change and embed new requirements with minimal friction.
Partner cross-functionally
- Act as the voice of Payments Operations in product discovery, pricing and go-to-market conversations.
- Work closely with Finance on forecasting, treasury optimisation and month-end reconciliations.
- Represent PayOps in incident management, post-mortems and board-level updates.
WHAT YOU\’LL BRING
- 8-10years\’ progressive experience in payments, card issuing/acquiring or fintech, including 3+years leading managers and larger teams.
- Deep technical and commercial understanding of global card schemes (Visa, Mastercard), payment processors, tokenisation, 3D Secure and alternative payment methods.
- Proven track record of designing strategies that reduced cost-of-payments and improved authorisation rates at scale.
- Hands-on expertise in data-driven decision-making; advanced SQL or Python a strong plus.
- Strong stakeholder-management skills with experience influencing C-level execs and external partners.
- Comfort working across time zones and in a fast-moving, high-ambiguity environment.
Excellent written & verbal English; additional European languages are advantageous.
Nice to have
- Experience setting up issuing programmes or BIN sponsorships in multiple regions
- Familiarity with open-banking, real-time payments and instant payout networks.
- Background in change-management or process-improvement frameworks (e.g., LeanSixSigma).
WHAT WE OFFER
- The opportunity to work in a growing team with big responsibilities that thrives on a strong exchange of knowledge and excellence
- Attractive remuneration
- Your choice of preferred OS, Windows or Mac
- Flat hierarchy and transparent communication in a relaxed, professional atmosphere
- Opportunity to develop your talent in a dynamic team with ambitious goals
- Flexibility and possibility to work remotely
- Company card with a monthly allowance for lunches, coffee, etc. with co-workers
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Senior Customer Lifecycle Manager employer: infinnity financial technologies GmbH
Contact Detail:
infinnity financial technologies GmbH Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Lifecycle Manager
✨Tip Number 1
Familiarise yourself with the latest trends in payment operations and fintech. Understanding the current landscape, including regulations and emerging technologies, will help you speak confidently about how you can contribute to Pliant's growth.
✨Tip Number 2
Network with professionals in the payments industry, especially those who have experience with card schemes like Visa and Mastercard. Building these connections can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Prepare to discuss your leadership style and how you've successfully managed teams in the past. Pliant is looking for someone who can inspire and develop a high-performing team, so be ready to share specific examples.
✨Tip Number 4
Showcase your data-driven decision-making skills. Be prepared to discuss how you've used data analysis to improve payment processes or reduce costs in previous roles, as this aligns closely with the responsibilities of the position.
We think you need these skills to ace Senior Customer Lifecycle Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in payments, card issuing, and fintech. Emphasise your leadership roles and any specific achievements that align with the responsibilities outlined in the job description.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the role and the company. Discuss how your background and skills make you a perfect fit for the Senior Customer Lifecycle Manager position, and mention any specific projects or strategies you've implemented in the past.
Highlight Technical Skills: Given the technical nature of the role, ensure you clearly outline your expertise in SQL, Python, and your understanding of global card schemes. Provide examples of how you've used these skills to drive operational excellence in previous positions.
Showcase Stakeholder Management Experience: Demonstrate your ability to manage stakeholders effectively. Include examples of how you've influenced C-level executives and collaborated cross-functionally, as this is crucial for the role at Pliant.
How to prepare for a job interview at infinnity financial technologies GmbH
✨Understand the Company and Its Mission
Before your interview, take some time to research Pliant and its mission to rethink credit cards. Familiarise yourself with their products, services, and recent expansions. This will help you demonstrate your genuine interest in the company and align your answers with their goals.
✨Showcase Your Leadership Experience
As a Senior Customer Lifecycle Manager, you'll need to lead and inspire a team. Be prepared to discuss your previous leadership roles, focusing on how you've managed teams, driven performance, and fostered a culture of continuous improvement. Use specific examples to illustrate your impact.
✨Highlight Your Technical Knowledge
Given the technical nature of the role, it's crucial to showcase your understanding of payment systems, card schemes, and data-driven decision-making. Brush up on relevant terminology and be ready to discuss how you've used data analytics tools like SQL or Python in your previous roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle challenges in a fast-paced environment. Think about past experiences where you've successfully navigated complex situations, particularly in payments operations, and be ready to share those stories.
