- Company Name
- Two
- Job Title
- Operations Manager
- Job Description
-
Job Title: Operations Manager
Role Summary: Drive operational excellence across payments, collections, and support functions. Optimize workflows, implement AI/automation, monitor KPIs/SLAs, and ensure regulatory compliance while collaborating cross‑functionally to scale processes efficiently.
Expectations: • Deliver measurable operational improvements at scale.
• Own and continuously refine processes with a proactive, autonomous approach.
• Harness AI, LLMs, and automation platforms to enhance decision‑making and efficiency.
• Maintain data‑driven performance monitoring and accountability.
Key Responsibilities: • Oversee and optimize core operational workflows for payments, collections, and related support.
• Develop, document, and refine policies, procedures, and workflows to improve accuracy, scalability, and efficiency.
• Identify and implement automation opportunities, including AI‑powered solutions, to streamline forecasting and decision support.
• Monitor operational performance through KPIs and SLAs, ensuring consistency and accountability across teams and partners.
• Lead non‑technical projects focused on operational or commercial improvements.
• Collaborate cross‑functionally with finance, product, engineering, and customer support to ensure seamless execution and continuous process improvement.
• Support servicing agents with complex queries and automation challenges, removing blockers and enabling higher efficiency.
• Maintain compliance with relevant laws, regulations, and internal risk policies.
• Contribute to the broader operations strategy, shaping the customer and partner experience.
Required Skills: • Strong analytical skills with acute attention to detail.
• Proven problem‑solving ability and capacity for deep data analysis.
• Autonomous, proactive mindset with ownership of process improvement.
• Expertise in leveraging AI tools, LLMs, automation platforms, and data analytics to streamline workflows.
• Effective communication and collaboration across multidisciplinary teams and external partners.
• Knowledge of payments, collections, or financial services operational best practices (preferred).
• Understanding of compliance frameworks relevant to payments and financial operations.
Required Education & Certifications: • Bachelor’s degree in Business, Finance, Economics, Engineering, or related field.
• Professional certifications (e.g., PMP, Prince2, Six Sigma) are a plus but not mandatory.