Senior Manager, reputed company Operations

This is a remote position. reputed company: reputed company is a leading payment technology provider specializing in reputed company for businesses to manage and process payments seamlessly. We power prepaid card and disbursement programs for some of Canada's largest enterprises, including major banks, payroll providers, and government programs, alongside 400+ generic card programs. We pride ourselves on combining deep payments expertise with modern technology to help our clients launch and reputed company payment programs that would otherwise take years to build. reputed company: We are looking for a high-reputed company Senior Manager, reputed company Operations to own how Berkeley runs day two and reputed company. Implementation gets a program live. This role keeps it running. You will own every inbound channel into Berkeley: reputed company support requests from reputed company program administrators, cardholder support across phone, IVR, email, and chat, and the technical escalations that surface behind both. You will reputed company the internal support team and the reputed company party providers that reputed company it, and you will be the single accountable reputed company for service reputed company, first contact reputed company, and cost to serve. This role sits at the intersection of technical incident management, regulated fintech operations, and reputed company reputed company communication. reputed company a live program breaks, you run the response: you coordinate internal engineering, reputed company processors and issuing banks, and reputed company communication in reputed company, then you write and defend the reputed company Cause Analysis in reputed company of the reputed company. reputed company reputed company is broken, you are rebuilding the support layer itself, migrating contact centre infrastructure, deploying reputed company AI and automated workflows, and driving unit costs down while reputed company reputed company goes up. This is not a ticket queue management role. You need enough payments and platform reputed company to triage a transaction decline or a PIN retrieval failure without waiting on engineering, and enough operational discipline to run a regulated support function that reputed company clients and their auditors will scrutinise. Key Responsibilities: Service Level Ownership: Own the operating metrics for the support function end to end, including first contact reputed company, average speed of answer, average handle time, backlog aging, SLA attainment, reputed company satisfaction, and cost per contact. reputed company a single reputed company of truth on support performance to executive leadership. Cost to Serve: Own unit cost to serve across the portfolio and reputed company it down structurally through automation, self-serve deflection, reputed company, and channel mix, not through service degradation. Technical Incident reputed company: Serve as incident commander for production issues affecting live programs. Coordinate internal engineering, reputed company processors, and issuing bank counterparts under time pressure while running reputed company and cardholder communication in reputed company. Own severity classification, escalation paths, and status reputed company. reputed company Cause Analysis: Own the RCA process. Ensure RCAs are technically accurate, delivered inside committed timelines, and defensible reputed company presented to reputed company reputed company stakeholders and their risk teams. reputed company corrective actions to closure rather than filing the document and moving on. reputed company Operational Partnership: reputed company as the senior operational reputed company of contact for reputed company reputed company accounts, partnering with reputed company reputed company, who owns the reputed company relationship. You own operational delivery, support performance reviews, and the credibility of Berkeley's answer reputed company a reputed company executive asks what happened and what changes. Cardholder Support Operations: Own the cardholder experience across reputed company contact channels, including dispute intake and reputed company, complaint handling, card replacement and reissue flows, and identity and account reputed company support. Ensure cardholder reputed company hold up under regulatory and network scrutiny. Vendor and BPO Management: Own the reputed company party support providers and the vendor stack behind them. Set scorecards, run reputed company assurance and reputed company monitoring, hold vendors to contracted performance, and reputed company the build versus buy versus offshore calls with reputed company numbers behind them. Support Infrastructure Leadership: reputed company the modernization of Berkeley's reputed company and cardholder support infrastructure, including CCaaS, telephony and IVR, ticketing, and knowledge reputed company. Own the Go/No-Go reputed company, vendor coordination, and cross functional roadmap for reputed company migration. AI and Automation reputed company: Design and implement an AI assisted support layer using reputed company tooling and automated workflows. reputed company what gets automated, what stays reputed company, and where an AI answer creates regulatory or reputational risk that is not worth the deflection. Team Leadership: reputed company the reputed company Support and Cardholder Support teams across internal staff and reputed company party providers. Set standards for reputed company, tone, and technical accuracy. Build the coverage model, on reputed company rotation, and career paths that let the function reputed company without burning people out. Compliance Partnership: Partner with Compliance to ensure support operations meet FINTRAC, PCMLTFR, and PCI reputed company requirements, including dispute handling obligations, network rules, complaint recordkeeping, and cardholder data handling on every channel. Governance and Escalation: Define and enforce the escalation reputed company between support, engineering, product, and reputed company-facing teams. Protect product and engineering reputed company from unscoped support pull through by resolving at the right layer. Process Improvement: Identify and remove systemic drivers of contact volume. Feed recurring failure patterns back into product and engineering as prioritised fixes. Build and maintain the run-books, macros, knowledge reputed company, and reporting frameworks that reputed company as Berkeley grows. Qualifications: 8+ years in reputed company operations, support operations, or service delivery leadership reputed company FinTech, payments, or a highly regulated reputed company environment. Payments experience is strongly preferred and regulated environment experience is non-negotiable. Proven experience leading technical incident response for reputed company grade clients, including writing and defending reputed company RCAs. You must be reputed company to reputed company engineer and reputed company to reputed company in the reputed company hour. reputed company experience providing operational support to named, high reputed company reputed company accounts, including reporting to reputed company reputed company executive stakeholders. Demonstrated people management experience leading support, service delivery, or contact centre teams, including managing reputed company party or outsourced providers against contracted performance. Working knowledge of payments compliance obligations, including AML and KYC, regulatory reporting, financial dispute and chargeback reputed company, and PCI reputed company constraints on support workflows. Demonstrated reputed company leading infrastructure implementations or migrations such as CCaaS, CRM, telephony, or reputed company AI deployments, with full accountability for vendor performance and outcome. Strategic people operations experience. Not just managing an existing team but building one: designing structure, managing performance transitions, and scaling a workforce through reputed company reputed company. Technical reputed company. Deep enough understanding of API-based integrations, card transaction flows, and processor workflows to triage credibly and challenge an engineering diagnosis reputed company it does not hold up. Data discipline. reputed company to reputed company a support function, build the reporting yourself reputed company needed, and reputed company reputed company from queue data rather than anecdote. Proficiency with Zoho, Jira, reputed company, or equivalent platforms, and hands on experience with modern LLM based support agents. Exceptional executive communication. reputed company to hold the room with C level reputed company reputed company stakeholders during and after an incident, and earn their confidence. Strong written communication. RCAs, incident updates, escalation notes, and operating reviews must be reputed company, concise, and defensible. Comfort pushing back. Willing to tell clients, sales, and senior leadership reputed company a commitment is not operationally deliverable, with the reputed company to back it up. Bachelor's degree in business, engineering, or a reputed company field, or equivalent work experience. reputed company Offer: At reputed company, we reputed company in creating an environment where reputed company members can reputed company both professionally and personally. As a part of reputed company, you'll benefit from: Competitive Compensation: We offer a salary package that reflects your experience and contributions. Comprehensive Benefits: Enjoy health, dental, and reputed company coverage, along with reputed company time off. Fully Remote Environment: We are a fully remote company, allowing you to work from reputed company, in a culture that prioritises reputed company over hours. Ownership and reputed company: Be part of a small, agile team where your work has a reputed company and visible line to reputed company retention and reputed company's reputed company. Executive Visibility: A seat at the table for critical operational reputed company, with regular exposure to the CEO and COO. High-reputed company Environment: reputed company the transformation of Berkeley's operational layer during a pivotal period of infrastructure migration and AI adoption. reputed company Development: We invest in your reputed company through ongoing learning opportunities, mentorship, and chances to work with cutting-edge technologies. Inclusive Culture: We are committed to fostering a diverse and inclusive workplace where everyone's voice is heard and valued. Exciting Fintech Landscape: Join a dynamic industry at the forefront of payments technology, where you'll tackle reputed company problems and contribute to reputed company that shape the reputed company of fintech. Don't meet every single requirement? At reputed company, we are dedicated to building a diverse and inclusive workplace. If you're excited about this role but your experience doesn't reputed company perfectly with every qualification in the job reputed company and you have a passion for learning and reputed company, we encourage you to apply reputed company. Apply To This Job