Director of Merchant Operations

6 months ago

Cape Town, South Africa Peach Payments Full time

**ABOUT US**

Peach Payments is a fast-growing African payment solution provider (PSP) that makes online commerce and digital payment acceptance easier and more accessible across Mauritius, Kenya and South Africa.

The company provides direct settlements in all three countries, as well as aggregated payment services in South Africa. The company works with small and large sellers to provide a complete toolkit to accept, manage and disburse payments through web and mobile.

Peach Payments’ merchant partners include your favourite food delivery services, whether you’re ordering in or using a meal kit, travel services that can help you book your next getaway adventure and even your neighbour’s side-hustle e-commerce store. For these partners and their customers, Peach Payments aims to provide delightful experiences that make it as easy as possible to facilitate online payments.

**ABOUT THE ROLE**

Peach Payments is in an incredible phase of growth and we are looking for an experienced and resilient Director of Merchant Operations who can fully support our Head of Operations with end-to-end merchant experience. Our Director of Merchant Operations will manage our full customer journey from onboarding to ongoing technical support. You will collaborate with the various senior stakeholders across the business to ensure our SLA’s are executed on timeously and efficiencies and automation is optimised within the Operations space.

**RESPONSIBILITIES**
- Manage the full onboarding and support function for our merchants, customers and partners
- Be the senior point of contact for all escalations and queries regarding the merchants to ensure they are provided with excellent operational and customer support
- Recruit, manage, coach, and develop a team of Operations Associates
- Drive strong operational excellence and process improvement to mitigate risks while enhancing operational efficiency and user impact
- Identify opportunities for improvement in current systems, policies, and strategies; recommend enhancements and process improvements for risk mitigation
- Collaborate with other departments to drive and improvement process improvement projects and opportunities
- Cultivate a positive culture ensuring team members' happiness, effectiveness, and career growth
- Establish clear goals and direction, provide regular performance feedback to team members
- Utilize data-driven analysis for performance evaluation and decision-making
- Promote Peach values by embodying transparency, empathy, inclusion, and empowerment

**WHAT WE ARE LOOKING FOR**

**Required**:

- At least 10+ years of experience in leading operations support teams
- Experience in collaborating across various senior stakeholders for impactful project delivery
- Skilled in providing weekly and monthly business metrics and reporting
- Strong written and verbal communication abilities
- Ability to effectively partner with internal stakeholders
- Experience in driving high performance and accountability within teams
- Passion for process improvement, technology and innovation

Advantageous:

- 5+ years of experience working for a Payment Gateway
- Experience in scaling new teams within a tech environment
- Solid operational background with expertise in launching new processes and delivering services in a high-growth tech firm

**Why join our team?**

We are a community-orientated team where respect, strength in diversity, customer obsession and continuous learning are our core values. We pride ourselves on fostering a fast-paced culture that thrives on innovation and forward-thinking initiatives. We are a hybrid team with the majority of our team being based in South Africa. We also have team members in Kenya and Mauritius and we are planning to expand into new and exciting markets. We offer a flexible workplace with generous market-related salaries, leave allowances, training budgets and more. We also appreciate that our team's personal life is just as important as their professional one and we fully support work-life balance.

Peach Payments offers more than just a job - it's an opportunity to be part of something extraordinary within the fintech industry. Come be a part of our success story and embark on a fulfilling career journey with us
- We value diversity at Peach and therefore we are committed to inclusion across race, gender, age, religion, identity, and experiences._

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