About VoPay International Inc.
VoPay is a leader in payment innovation, digitizing direct bank payments with speed and transparency. The VoPay Platform enhances how businesses initiate and accept financial transactions using a single, open API. At VoPay, we have one goal: to eliminate all payment inefficiencies, so businesses can focus on what they do best in today’s digital economy.
The Opportunity
VoPay is currently looking for an Operations Manager with a proven track record excelling in a SaaS business environment. Preferred industry vertical experience will include payments and technology, financial services, and banking. Our business is growing, and we operate in a very agile environment. The ideal candidate has a ‘can-do’ attitude and strives toward growth and advancement. The scope of the position consists of, but is not limited to, planning, leading, and managing the daily operational and business support activities of the client and channel partner success teams in conjunction with cross-functional areas like sales, account management, marketing, partnership, compliance, and finance. The ideal candidate must create a strong collaborative environment between the success management, sales, marketing, technology, and product teams to ensure smooth service operations and that the customer’s and partner’s service level expectations and experiences are met.
Duties and Responsibilities:
- As the owner of Standard Operating Procedures (SOP), identify the gaps in SOP, work with appropriate stakeholders to address the gaps, and ensure that the business operations, processes, and workflow across the organization are executed as per the SOP efficiently and effectively
- Responsible for acting as a liaison between sales, marketing, finance, product, engineering teams, and the operations team (legal, risk & compliance, onboarding, customer success management, and human resources)
- Own and maintain the external-facing Support & Service Level Agreement (SSLA) and the internal Operational Level Agreement (OLA) between internal stakeholders
- Manage, organize, and plan the daily activities of the operations teams to ensure efficient operations and quality deliverables
- Perform quality checks on individual work performance, identify training needs, and provide coaching, ensuring that operational goals are met and career growth is facilitated
- Track, monitor, and report on the operational activities. Set priorities and address performance gaps and opportunities.
- Compile, review, and provide insights on client and partner activities to management.
- Manage incidents by communicating and facilitating cross–functional collaboration, escalation to the appropriate stakeholders, conducting root-cause analysis, and implementing appropriate preventative measures
- Responsible for continually monitoring and enhancing processes to operate in the most lean, agile, and efficient manner
- Develop new value-added services for internal and external stakeholders (e.g., knowledge base, self-service FAQ, etc.)
- Contribute to product enhancement/development, sales, and marketing strategies by continuously providing feedback to the respective teams
- Assist in product rollout, communications, processes, support, and/or training surrounding the improvement to or launch of products, processes, and/or initiatives
- Contribute to any strategic engagements and special projects
Qualifications
- 4+ years of experience in a similar role
- Well-versed in the Financial Services Technology industry, domestically and globally
- Knowledge and experience of contributing in a similar role for SaaS businesses in the payments, fintech verticals is highly preferred
- Experience in leading complex operational topics and strategy implementation end-to-end, managing stakeholders, balancing competing priorities, and running multiple time-sensitive projects simultaneously
- Experience in or deep understanding of Business Process Management (BPM), Operations Research (OR), Lean Sigma, etc., is an added advantage
- Ability to thrive in an ambiguous and fast-paced environment with an entrepreneurial approach, and work autonomously with limited guidance
- Strong relationship-building skills and ability to lead and influence without authority in a highly cross-functional, matrixed organization comprising Business Units, Sales, Marketing, Finance, and Operations teams
- Superior analytical, strategic conceptual thinking, business judgment, and problem-solving skills with some understanding of industry and market trends
- Ability to communicate at an executive level and engage with customers with compelling, clear, logical, and data-driven arguments
- Strong attention to detail and an affinity for metrics and patterns in business performance
- Good process engineering skills to understand and resolve the process efficiency gaps
- Strong communication skills, including an exceptional ability to take complex topics and ideas into simple, compelling narratives, and build presentation decks for different audiences
- Get-stuff-done mindset with a strong bias towards action
- Intellectual curiosity & willingness to take ownership of deliverables
- Must have a strong work ethic, expressing dedication to the business and pursuit of the agreed-upon business agendas
- A strong team player who supports their extended team and embraces ownership, accountability, and responsibility for the team’s work
- Knowledge of platforms like HubSpot, Zendesk, ZoomInfo, Confluence, Jira, Monday.com, Slack etc.
Job Type: Full-time
Pay: $92,000.00-$110,000.00 per year
Benefits:
- Dental care
- Extended health care
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Vancouver, BC (V7X): reliably commute or plan to relocate before starting work (preferred)
Experience:
- similar: 4 years (preferred)
Work Location: In person