Team Leader, Operations

Company Description

We’re Checkout. com . You might not know our name, but companies like eBay, Spotify, Klarna, Uber, and Sony do, because we’re behind many of the digital experiences you use every day.

We are where the world checks out, enabling over 10 billion transactions yearly for more than one billion global shoppers.

Whether you want to book a holiday, order food, renew a subscription, or check out online, there’s a good chance our tech powers the payments behind the scenes. Our platform helps the most ambitious businesses deliver effortless digital experiences, at scale.

If you want to do career-defining work, you’ve come to the right place. We move fast, think globally, and believe great teams are built by hiring exceptional people with conviction, curiosity, and the desire to make an impact.

With 20 offices across six continents and London as our HQ, we’re shaping the future of fintech – and we’re just getting started.

The Team Leader, Operations serves as the primary architect of operational output and staffing excellence. By merging the analytical rigor of capacity planning with direct floor management, this role ensures the seamless execution of verification tasks across multiple sites. The role is responsible for the optimization of resource allocation to meet global SLAs while maintaining data integrity and cost-efficiency.

1. Management of Operators & Performance

• Line Management: Direct management of 10 operators.
• Direct Leadership: Build and mentor a high-performance team of operators.
• Culture & Alignment: Foster a unified "One Team" culture between internal staff and BPO partners, ensuring that productivity and quality standards remain consistent across all locations.
• Performance Frameworks: Design and oversee individual performance monitoring frameworks to establish a fair, transparent, and objective system for measuring productivity and operational impact.

2. Multi-Site Oversight & Capacity Planning

• Capacity Planning: Develop and maintain sophisticated capacity planning models. Ensure these models are continuously updated to reflect new product launches and evolving methodologies, providing accurate staffing forecasts.
• Demand Management: Collaborate with Customer Success teams to forecast merchant activity and adjust staffing levels dynamically, ensuring strategic and effective resource utilization
• Multi-Site Governance: Directly manage and synchronize production across multiple sites, ensuring contractual SLA adherence and cost-efficiency through rigorous performance reviews.
• Operational Blueprint: Maintain master documentation for all production activities, including data access protocols, staffing workflows, and incident management plans.
• Hypervision Dashboarding: Maintain real-time visibility into operational health by managing live monitoring dashboards and advanced capacity planning tools.
• Automation Stewardship: Identify manual bottlenecks on the production floor and implement automated solutions or workflow optimizations to streamline verification processes.

3. Business Continuity & Crisis Readiness

• Operational Policy: Regularly evaluate and update the operational policy regarding merchant prioritization to align with Account Management objectives and maintain adequate operational buffers.
• Business Continuity Plan: Organize and maintain Business Continuity Plans (BCP) to ensure the Operations department can respond immediately to major disruptions across internal and BPO sites.
• Incident Frameworks: Maintain the "Gold Standard" for incident response, ensuring documented and efficient on-call rotations and escalation paths. Oversee the drafting of all post-mortem incident reports.
• Post-Mortem Integration: Ensure that findings from incident post-mortems are systematically translated into documentation updates or training modules, driving continuous improvement.

4. Certification Project Management - Fraud Officer

Only Project Management skills are required as all training will be provided internally.

• Fraud Officer: Act as the primary point of contact for the regulator in your capacity as ANSSI Fraud Officer and representative, ensuring effective communication and coordination with the relevant authorities. Produce the operational bulletin and oversee overall compliance across HR, training, and physical-security requirements, while ensuring that fraud-related obligations and regulatory expectations are consistently addressed.
• Coordinate all regulated activities within the Ops team with the Team Leader and Quality team on the preparation of certifications. Support audit readiness by coordinating training and test plans, and maintain the template database, including records related to additions, customers, and certifications.

Additional Information

Bring all of you to work

We create the conditions for high performers to thrive, through real ownership, fewer blockers, and work that makes a difference from day one.

Here, you’ll move fast, take on meaningful challenges, and be recognized for the impact you deliver. It’s a place where ambition gets met with opportunity, and where your growth is in your hands.

We work as one team, and we back each other to succeed. So whatever your background or identity, if you’re ready to grow and make a difference, you’ll be right at home here.

It’s important we set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable.

Life at Checkout. com

We understand that work is just one part of your life. Our hybrid working model offers flexibility, with three days per week in the office to support collaboration and connection.

Curious about what it’s like to be part of our team? Visit our Careers Page to learn more about our culture, open roles, and what drives us.

For a closer look at daily life at Checkout. com , follow us on LinkedIn and Instagram