Payment Operations Senior Specialist (NorthAm)

We’re looking for a Payment Operations Senior Specialist to join our North America team in Tallinn!

Payment Operations Senior Specialists are established domain experts who own more responsibility within their role and are able to handle complex cases and escalations autonomously. They represent their team internally and externally as a trusted stakeholder, and have ownership over key domains where they are owning initiatives independently. They drive process and product improvements in their own domain (in collaboration with key stakeholders) while keeping the escalated core tasks within SLA. The Senior Specialists are serving as the operational support function for stakeholders in their domain.

Here’s how you’ll be supporting our Payment Operations team:

• Maintaining consistent and high level execution of recurring responsibilities within the NorthAm region;
• Supporting own team in reaching main performance metrics targets and SLA's set to Operations organisation;
• Meeting individual SLA's and KPI's set for the role;
• Investigating, solving and escalating any issues connected to NorthAm in a timely manner;
• Acting as the first level escalation point on the cases and crisis level within NorthAm, and handling incidents in your area of expertise;
• Following operational procedures and keeping track of critical updates;
• Supporting stakeholders in solving complex problems related to their area of ownership and ensuring timely and relevant communication;
• Driving product and process improvement in NorthAm, in collaboration with stakeholders;
• Coordinating product and processes related risk assessment and mitigation initiatives;
• Supporting or owning training and mentoring responsibilities of new and existing specialists.

• You place customers first and you make no compromise on this.
• You’re accurate and pay attention to detail. You enjoy owning your work and taking charge on projects when needed.
• You are able to drive initiatives and coordinate and manage projects.
• You have experience in contributing to operational or cross functional projects that drive efficiency and scaling of manual work.
• You are familiar with process improvement methodologies and know how to use them in your work.
• You have basic Excel and Looker skills to find, analyse and query data.
• You’re a clear and honest communicator, persuasive and adaptive to different audiences.
• You’re comfortable with feedback and being part of a team where ideas are shared and openness is valued.
• You’re proactive and a great relationship builder.
• You are flexible with your work hours. We aim to help our global customers any time they need it, occasionally during weekends and holidays.
• You’re able to build a narrative from data to influence decisions.

• You must already be legally authorized to work in Estonia. We cannot support visas nor relocation for this role. 
• This is not a remote position, this is a full-time hybrid position located in Tallinn, Estonia.

If you're interested in the position, please apply the latest by 12th of July EOD by submitting your CV and answering application questions.

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

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