Partner Payment Operations Lead

• Act as the Operations Lead for the assigned core function, shift, or geography.
• Provide consultations to internal or external teams requiring technical, process, or end-to-end expertise.
• Provide supervisory floor support for business-related activities and issues. Support the Operations Manager in all operational aspects of the role.
• Collaborate with other Operations Leads, Project Managers, and stakeholders to ensure alignment with business objectives and requirements.
• Conduct initial investigations and Root Cause Analysis for the resolution of escalations and operational issues.
• Serve as the primary escalation contact for Operations Managers with stakeholders, particularly when escalations require broader scope and stakeholder management.
• Identify chronic process and system issues and work with the Process Analyst for resolution.
• Work with Tech Ops, Business Applications Support, and IT/EBA to ensure timely and effective issue resolution.
• Partner with Process Analysts on process improvement initiatives.
• Support governance activities to ensure process adherence and compliance with business controls.
• Perform quality audits and track metrics for current or new process rollouts.
• Conduct User Acceptance Testing (UAT) for process changes.

• Conduct technical coaching and process mentoring for targeted specialists.
• Co-develop process training materials.
• Conduct onboarding and refresher process training.
• Support the Operations Manager in the development of the Training Needs Analysis (TNA).

• Execute day-to-day transactions according to standard global policies and procedures.
• Act as back-up or overflow support to operational specialists, as needed.
• Act as back-up or overflow support to the Process Analyst, as needed.
• Act as back-up to the first-level Operations Manager, as required.

• Ability to quickly learn and become an expert in system-driven tasks and workflows, including hyper-automation systems.
• Strong leadership abilities, including directing, coaching, and mentoring.
• High level of process and system knowledge with attention to detail.
• Ability to multitask efficiently and perform well under deadlines and job-related stress.
• Proficiency in Microsoft Office applications, including Word, PowerPoint, Excel, and Visio; knowledge of Access and hyper-automation tools is a plus.
• Excellent written and oral communication skills; frequent interaction with international counterparts and internal stakeholders is required.
• Strong analytical and problem-solving skills.
• Well-developed interpersonal skills; ability to work effectively with diverse personalities.
• Strong attention to detail and awareness of upstream and downstream impacts of work.
• Systematic approach with strong organizational and reasoning abilities.
• High energy level and ability to handle multifaceted projects alongside routine activities.
• Ability to establish credibility, be decisive, and align with organizational priorities.
• Strong customer and operational focus.
• Sound administrative skills.

• BA/BS degree in Business Management, Engineering, Computer Science, IT (Information Technology) or equivalent. Master's degree in business administration a plus.
• Supervisory experience is preferred.
• A minimum of 2 years operational experience in data analysis/management and the delivery of operations through use of technology solutions including the use of Enterprise Resource Planning solutions.
• Experience with transactional operations execution to defined service level agreements and quality.
• Knowledge and experience in finance, business, and economics. The individual will be involved in client/stakeholder interactions.
• Background with distribution, planning, and order management processes

Xerox