Head of Operations – Digital Payments Gateway

• Lead Customer Support, Onboarding and Integrations with clear accountability and consistent service standards

• Manage merchant onboarding, system configuration and activation with approvals and independent checks before go-live

• Oversee plugin and API integrations, testing and readiness for live payments

• Manage service levels, escalations and major-incident communication including enterprise merchants

• Partner with Product, Technology, Risk, Compliance, Finance and Commercial to resolve root causes and prevent recurrence

• Maintain operational controls, documented procedures and business-continuity arrangements; track audit actions

• Use workload and transaction data to plan staffing, shift coverage and budgets; improve efficiency via automation and self-service

• Recruit, coach and develop team leaders and specialists for launch, growth and peak trading

• Degree in business, operations management, information systems, finance or related (comparable ops leadership may substitute)

• At least 8 years in operations, service delivery or call-centre environments

• Experience in payments, banking or another regulated transaction environment advantageous

• At least 3 years managing team leaders/supervisors in a shift environment

• Proven ownership of service levels, technical onboarding/implementation and operational budgets

• Experience managing major incidents and after-hours/continuous support

• Postgraduate business qualification, ITIL or project-management certification advantageous

• Advantageous payments knowledge: card auth/clearing/settlement/chargebacks, KYB/KYC/FICA, APIs/plugins/webhooks, PCI DSS/POPIA/SARB/PASA, alternative payment methods