AVP, Group Payment Operations: Payment Service Delivery

General Description We are seeking an inspiring and dynamic leader to drive the transformation of our Group Payment Operations into a client-centric, service-driven organization. This role will champion a culture of service excellence, embedding a “client first” mindset across all touchpoints of payment operations. The role will also be instrumental in building a regional service model that strengthens consistency, accountability, and service standards across markets. You will serve as the ambassador for service innovation, collaborating closely with internal stakeholders and external partners. Your leadership will be instrumental in elevating the team’s reputation as a trusted, proactive partner dedicated to delivering an outstanding client experience and operational excellence. Key Responsibilities Service Delivery & Change Leadership • Lead the transformation of Group Payment Operations into a client-focused service organization, embedding a culture that prioritizes client needs, responsiveness, and proactive problem-solving. • Partner with internal stakeholders to align service delivery strategies with broader business objectives, ensuring operations consistently exceed client expectations. • Champion continuous improvement initiatives that enhance operational efficiency, service quality, and risk mitigation, fostering a culture of accountability and excellence. • Drive the standardization and optimization of operating procedures with a strong emphasis on reducing friction points and elevating the client experience. • Build and drive a regional service model that promotes consistent service standards, stronger ownership, and a more seamless stakeholder experience across Group Payment Operations. • Elevate service standards by defining clear service principles, performance expectations, and feedback loops that reinforce a consistent “One GPO” service experience. • Ensure timely, accurate, and compliant delivery of payment services in line with agreed SLAs and regulatory requirements. • Monitor and analyze service performance metrics, risk indicators, and client feedback to identify opportunities for enhancement and innovation. • Act as the primary liaison and trusted partner for internal stakeholders, cultivating transparent and collaborative relationships that support seamless service delivery. • Communicate regularly with senior leadership on service performance, risk management, and transformation progress, providing insights and recommendations to inform decision-making. • Inspire, coach, and develop a high-performing team committed to continuous learning, client advocacy, and operational excellence. • Utilize service metrics, client feedback, operational insights, and data analytics to identify service gaps and drive measurable uplift in service performance. Qualifications • Bachelor’s degree in Business, Finance, or related discipline. • Minimum 10 years of experience in payment operations or related banking functions. • Proven ability to lead service transformation and change management initiatives. • Strong leadership skills with the ability to inspire and motivate teams to achieve operational and service excellence. • Excellent verbal and written communication skills, enabling effective engagement and collaboration with stakeholders at all levels of the organization. • Strong critical thinking and problem-solving abilities to proactively address operational challenges and drive innovative, client-centric solutions. • Demonstrated ability to build a service-focused culture that combines strong operational discipline with understanding client’s needs and encouraging innovation. • Strong stakeholder management skills, with proven ability to influence cross functional teams and drive alignment across business, operations, technology, and risk partners. • Strong capability in using service metrics, client feedback, operational insights, and data analytics to identify service gaps and drive measurable uplift in service performance.