As an Operations Manager at SurePay, you’ll lead a dynamic team and focus on improving efficiency, ensuring customer satisfaction and driving innovation. This role combines strategic oversight and hands-on day-to-day operational leadership to align the goals of Customer Support, Implementations, Project Management and IT Support teams. You will ensure operational excellence, make sure that the teams meet their KPIs, and create proactive solutions that enhance the customer experience.
What you’ll do at SurePay
Leadership & Strategy:
- Lead, mentor, and inspire the Customer Support, Implementations, IT Support, and Project Management teams.
- Drive strategic initiatives to improve efficiency, quality, and operational performance.
- Develop and maintain service level agreements (SLAs) for customer support across all our platforms (i.e. CoP, VoP, Portal, etc.), ensuring adherence to defined standards.
- Lead operational reviews, crisis management activities, and implement continuous improvement processes.
- Contribute to the development and implementation of the overall Operations strategy.
Operational Excellence:
- Monitor customer satisfaction levels and identify areas for improvement.
- Proactively reduce customer queries by analyzing trends and implementing preventive measures.
- Manage escalations and complex customer issues, providing guidance and support to the team.
- Ensure projects are delivered on time and with minimal effort, improving operational workflows. Examples include streamlining RFP and Implementation processes for greater efficiency.
Collaboration:
- Act as the key liaison between cross-functional teams, including IT, Product Owners, and Customer Success.
- Report directly to the CEO while maintaining open communication with stakeholders across the company.
What you’ll need
- Bachelor’s degree (Master’s preferred) in Business Administration, IT, or a related field.
- 5+ years of experience in a leadership role within Customer Support or IT Operations.
- Expertise in Agile methodology (required), ITIL certification or Six Sigma (preferred).
- Solid technical acumen, including familiarity with APIs, Jira, and project planning tools.
- Collaborative, self-motivated, and detail-oriented with strong organisational skills.
- Analytical thinker with exceptional problem-solving abilities.
- Resilient under stress and adept at managing change.
- Practical and action-oriented, with strong project management capabilities.
What we offer
- Competitive Salary
- MacBook Pro, iPhone and the necessary appliances
- 8% holiday allowance
- 8% personal benefit budget which you could spend on extra (20!) holiday days, salary or training
- Travel costs compensation
- 25 holiday days
- Pension plan
- Flexible working hours and hybrid work environment
- An ambitious, fast growing company with 30+ nationalities in the team
- We offer a full relocation package for international candidates. This includes visa support, 30% ruling application, flights, assistance in finding a house, etc.
After you apply
- Call with the Recruiter: time to get better introduced
- First interview with the team members: diving into the role & culture of the company
- Second interview with the management team
- Offer time: celebrating to have you on board soon!
Screening is part of the procedure before joining our team.
About SurePay
- Founded in 2016
- ± 85 employees
- ±23 nationalities
- 1 office
- Flat organisation and no hierarchy
- (Business) Casual
- Average age: 31
SurePay makes payments easier, more personal and even more secure. We are a fast-growing FinTech SaaS company and have secured our Series A funding in September 2021. SurePay stems from an innovation program of Rabobank, started in July 2016 and has been an independent BV since the beginning of 2020. SurePay is being backed by three leading investors, Rabo Frontier Ventures, Connected Capital and Iris Capital.
As we continue to evolve and grow, we're working hard to scale further in Europe while continuing to build our talented and driven team. Currently, we're working according to agile methodologies with 5 scrum teams and a business team made up of various disciplines.
You might know us from our leading product, the IBAN-Name Check, also known internationally as Confirmation of Payee. It's used by millions of people on a daily basis and is incorporated into payment platforms of banks, corporates and governmental bodies throughout the Netherlands and the UK. We recently also connected to France, meaning we have started providing cross-border checks. We are planning to continue expanding within Europe, bringing our mission of preventing fraud and misdirected payments. Not only are we entering new markets, but also growing our services and product offering through continuous innovation.
SurePay's core values are; We Care, Build Together, Think Forward and Be Responsible. These core values are the driver's of our culture and can be seen as guidelines on our beliefs and behaviour. It defines what we find important as a company and the way we work together everyday.
- We Care: We are a supportive employer and understand that health, family and safety is what really matters. We care about our employees, customers, partners and end-users. Therefore we value creating a safe workspace where everybody can be their authentic self and where we, together, work on the same mission to provide safer payments.
- Build Together: We believe in teamwork and strive towards the best results together with employees and customers. Our diversity, both personal and professional, is one of our key strengths.
- Think Forward: We are frontrunners and are on top of our game. Our customers can rely on innovative solutions to service their current and future needs. With a problem solving mindset, we anticipate challenges and adapt to a fast changing environment.
- Be Responsible: We all contribute to reaching our mission of reducing fraud and misdirected payments, leading to a positive impact on society. We take responsibility, show ownership and make honest decisions.
More information
More information?
careers@surepay.nl
