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Head of Merchant Operations (m/w/d)

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Global Payments Inc.

1mo ago

  • Job
    Full-time
    Expert Level
  • People, HR & Administration
    Business, Operations & Strategy
  • Cologne
  • Quick Apply

AI generated summary

  • You need strong sales leadership, multi-country experience, decision-making skills, team leadership, strategic planning, and a commercial focus. Excellent communication, travel readiness, and relevant education are essential.
  • You will manage Merchant Operations, drive strategies for customer satisfaction, oversee budgets, set KPIs, lead the team, ensure operational efficiency, and report to the CEO.

Requirements

  • Strong business and sales leadership background in a multi-national multi-channel company
  • History of working in different countries and speaking multiple languages
  • High developed commercial focus
  • Highly effective decision making skills
  • Strong organization and strategic planning skills
  • Will have experience leading change and utilizing modern platform technologies
  • First class Team Leadership, motivational and coaching skills effective for deployment across a wide spectrum of people and processes
  • Ability to break new ground and apply tenacity and creativity to achieving strategic objectives
  • Ability to act as an advocate for the company in dealing with all internal and external parties
  • Ability to travel extensively
  • Ability to work in cross-culture, cross-language and cross-regulation environment
  • Excellent communication and interpersonal skills and the ability to interact with people at all levels of seniority
  • Self-starter with a tenacious approach and a determination to succeed.
  • Proven experience as Chief Operating Office or relevant role
  • Understanding of business functions such as HR, Finance, marketing etc.
  • Working knowledge of data analysis and performance/operation metrics
  • Working knowledge of IT/Business infrastructure and MS Office
  • Outstanding organizational and leadership abilities
  • BSc/BA in Business Administration or relevant field; MSc/MBA is a plus

Responsibilities

  • Reporting to CEO and serving as an integral member of executive management team
  • Will be responsible for development and smooth running of Merchant Operations
  • Direct management and responsibility of a range of aspects for GP Thor JV including Merchant Operations, Complaint Management, Customer Onboarding, Partner & Customer Integrations
  • Define key KPIs with the business for reporting, monitoring and control
  • Manage assigned budget and keep it on targets.
  • Will set and drive a compelling, annual and multi-year operations strategy to ensure the business remains relevant and competitive in our domain.
  • Develops and drives coherent and holistic operations strategies to ensure customer satisfaction
  • Co-creator of JV culture (set-up of own culture based on mix of GP and CoBa different cultures)
  • Establish policies that promote company culture and vision
  • Fulfil company goals in own area of responsibility with strong drive, ability to achieve results and motivate own team
  • Develop the knowledge and expertise of team members to ensure their maximum performance and contribution to business result
  • Lead employees to encourage maximum performance and dedication
  • Ensures oversight of the associated operations risk and issues for the business.
  • Design and implement business strategies, plans and procedures
  • Set comprehensive goals for performance and growth. Establish performance standards, analyzing and interpreting data and metrics
  • Oversee daily operations of the company and the work of executives
  • Write and submit reports to the CEO in all matters of importance
  • Participate in expansion activities, including implementation of new products and partners
  • Lead the Operations activities required to transition the organization to the target operating model and the migration off the legacy platform
  • Manage relationships with partners/vendors

FAQs

What is the main responsibility of the Head of Merchant Operations?

The main responsibility is to maintain control of diverse business operations and drive extensive and sustainable growth for the Merchant Operations department.

Who does the Head of Merchant Operations report to?

The Head of Merchant Operations reports directly to the Chief Executive Officer (CEO).

What kind of team environment can the Head of Merchant Operations expect to lead?

The Head of Merchant Operations will lead a dynamic team and help shape the company culture by combining the values of Global Payments and its joint venture partner.

What are some key duties associated with the position?

Key duties include managing Merchant Operations, Complaint Management, Customer Onboarding, defining key performance indicators (KPIs), and overseeing daily company operations.

What competencies are required for the Head of Merchant Operations?

Required competencies include strong leadership, strategic planning skills, business acumen, excellent communication abilities, and experience in multi-national organizations.

Is extensive travel required for this position?

Yes, the role requires the ability to travel extensively.

What educational qualifications are preferred for this role?

A BSc/BA in Business Administration or a relevant field is required; an MSc/MBA is a plus.

What experience is necessary for the Head of Merchant Operations role?

Proven experience as a Chief Operating Officer or in a relevant role is necessary, along with a strong background in business and sales leadership.

How does the company ensure diversity and inclusion in its hiring practices?

Global Payments is committed to being an equal opportunity employer and provides equal employment opportunities without regard to various protected characteristics.

What is the expected outcome for the Head of Merchant Operations in terms of business impact?

The Head of Merchant Operations is expected to secure the functionality of the business to drive extensive and sustainable growth and ensure customer satisfaction.

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Global Payments Inc.

Finance
Industry
10,001+
Employees
1967
Founded Year

Mission & Purpose

At Global Payments (NYSE : GPN), we empower simple, fast, secure payments for everyone. And to do that, we’ve built a complete, worldwide commerce ecosystem that delivers software and services at scale to millions of companies around the world—from ambitious startups to global enterprises. Our team of 27,000 experts is dedicated to your success. Headquartered in Atlanta, Georgia, we're a Fortune 500® company and a member of the S&P 500 with worldwide reach spanning North America, Europe, Asia Pacific and Latin America. Wherever you are—or wherever you want to be—we’re there, ready to support you.