Client Operations Team Manager

About viva.com

Viva.com is the 1st Tech Bank in Europe for Businesses revolutionizing omnichannel payment acceptance, offering card issuing, loans, and deposit accounts to businesses across Europe. Licensed by the Bank of Greece, it operates under the EU FOS regime in 22 EU countries, delivering seamless financial services. Viva.com is the first to pioneer and holds the top position in the Tap on Any Device technology, enabling payments acceptance on any device or even without a device. Today Viva.com is leading the transition to All-in-One business solutions, powered by its full suite of financial services. To that end, reflecting its holistic approach to business needs, Viva.com has built a dynamic ecosystem featuring over 450 tech partner-innovators in the software and hardware space. Connecting directly to all local payment schemes, alternative payment methods and payment systems across the continent, further strengthens Viva.com’s value proposition. Viva.com envisions to provide businesses a value-driven platform to accelerate the adoption of the latest technology.

Role Overview:

As the Client Operations Team Leader at Viva.com, you will play a crucial role in overseeing and managing the Client Operations Team. Your primary responsibilities will include leading the team in handling incoming leads, streamlining the onboarding process for merchants, and ensuring the smooth operation of Viva.com’s services. You will act as a vital link between various internal departments to support the effective use of internal systems and processes while maintaining up-to-date client information in the company's database.

Responsibilities:

• Team Leadership: Lead, mentor, and manage the operations team to ensure effective handling of incoming leads and seamless onboarding of new merchants;
• Lead Assessment: Assess and assign incoming leads to the appropriate team members to optimize workflow and maximize efficiency;
• Merchant Onboarding: Oversee and assist existing merchants throughout the onboarding process and payment acceptance setup, ensuring a smooth and successful integration;
• Promotion of Services: Promote existing and new company services to potential merchants, highlighting the benefits and features of Viva.com’s offerings;
• Post-Activation Monitoring: Monitor and oversee active merchants post-activation to ensure seamless collaboration and ongoing support;
• Cross-Departmental Collaboration: Act as a key touchpoint between internal departments to support the effective use of internal systems and processes, facilitating communication and coordination;
• Data Management: Enter and maintain up-to-date client information into the company's database, ensuring accurate records with relevant data.

Requirements

• Strong leadership and team management skills, with a track record of mentoring and developing team members;
• Excellent communication and interpersonal skills, with the ability to work collaboratively across departments;
• Hold strong presentation skills, particularly over the phone or with video meetings;
• Highly organized, detail-oriented, and able to manage multiple tasks simultaneously;
• Proficiency in using CRM systems and databases to maintain client information.
• Understanding of payment acceptance processes and merchant onboarding procedures;

• Fluent in English and Italian. 

Benefits

• Permanent contract via an Employer of Record (EOR).
• An attractive performance-based bonus (linked to individual targets and boosted by collective goals).
• A comprehensive benefits package in addition to salary (allowances, group medical plan coverage, etc).
• The opportunity to work with a highly motivated team in a dynamic, fast-paced environment.
• The opportunity to work at an international fintech company with strong cultural diversity.