Client Solutions Operations Head

Job Description

Hello future Client Solutions Operations Head!

A leader in advanced payment solutions, Hyphen Technology specializes in receipting, reconciliations, and cash flow administration for corporate clients. It offers technology to automate and optimize payment processes, reducing manual intervention and errors. By integrating with clients’ existing line of business systems, Hyphen Technology enhances operational efficiency and provides clients with actionable insights to manage their cash flow effectively

To provide leadership, strategic direction, and operational excellence of the Client Payments Solutions team and Production Support professionals within the organisation.

Oversee the end-to-end client solutions operations, including payment and collections processing, reconciliations, settlements, investigations, and production support for systems and integrations.

Ensure the delivery of seamless, efficient, and compliant operations while driving innovation and continuous improvement. Manage both client-facing and internal operational processes, ensuring high service levels, operational stability, and optimal client satisfaction.

Are You Someone Who Can

• Provide strategic leadership to the Client Payments Solution Team Leaders, Manager(s), and Production Support professionals to ensure effective execution of client solutions operations.
• Develop and implement an operational strategy aligned with the broader goals of the organisation, ensuring operational efficiencies, scalability, and innovation.
• Oversee all client payment and collections processes, including reconciliations, confirmations, settlements, and investigations, ensuring accurate and timely service delivery.
• Lead the production support team to ensure system stability, effective troubleshooting, and prompt resolution of operational disruptions.
• Ensure the highest levels of client satisfaction by providing proactive solutions, maintaining robust client engagement practices, and resolving escalated issues efficiently.
• Ensure all operational processes meet compliance, regulatory, and risk management requirements, with a focus on minimising operational risks across the entire value chain.
• Oversee resource allocation and capacity planning to ensure the teams can meet client demands, operational needs, and future growth objectives.
• Drive continuous improvement initiatives, leveraging technology and process enhancements to optimise client payment operations and production support.
• Collaborate with internal stakeholders, including Product, Channel, IT, Implementation Teams, and Risk, to align operations with business objectives and address cross-functional challenges.
• Serve as the final point of escalation for unresolved or high-impact operational issues, ensuring timely intervention and resolution.
• Set Objectives and Key Results (OKRs) for the Client Solutions Operations and Productions Support teams, ensuring alignment with strategic objectives and tracking performance against these metrics.
• Manage the operational budget, ensuring cost-effective processes, resource allocation, and financial discipline within the department.
• Foster a culture of continuous learning, mentorship, and professional growth, ensuring the development of future leaders within the Client Solutions Operations and Production Support functions.
• Provide detailed reports on operational performance, risk exposure, client satisfaction, and service delivery for senior management review.
• Oversee any external vendors or service providers involved in payment solutions and production support, ensuring they meet service levels and compliance standards.
• Lead the various reporting teams with a focus on achieving operational excellence, fostering a collaborative culture, and driving innovation.
• Ensure that all operational activities are client-focused, prioritising client satisfaction and service delivery across the board.
• Actively monitor operational risks and implement risk mitigation strategies to safeguard operational stability and compliance.
• Encourage innovation within the team, constantly seeking new ways to enhance processes, improve efficiency, and deliver superior client solutions.
• Hold teams accountable for meeting performance objectives, providing feedback and ensuring alignment with the company’s strategic goals.
  
  

You Will Be An Ideal Candidate If You Have

• BCom or relevant Degree
• 5 to 8 years’ experience in a similar environment, of which 2 to 3 years ideally at management level.
• Specific experience in operations management within payments, FinTech, or financial services, with at least 5 years in a senior leadership role.
• Extensive experience in payment processing systems, reconciliations, settlements, and investigations.
• Strong leadership abilities, with proven success in managing large, cross-functional teams.
• In-depth knowledge of compliance and regulatory requirements in financial services and payment operations.
• Experience with production support, including system monitoring, troubleshooting, and vendor management.
• Advanced problem-solving and risk management skills, with a focus on operational stability and client satisfaction.
• Excellent stakeholder management and collaboration skills, with the ability to engage effectively with internal and external partners.
  
  

#POST

#Hyphen Technology

Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

19/05/25

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.