Operations Supervisor - Incidence and Stakeholder Management , Quality Excellence, Risk Management -

Ready to take your career global?

Make your mark at one of the biggest names in payments. We're looking for an Operations Supervisor to join our Worldpay International SMB - IP Management team and help us unleash the potential of every business.

What you'll own

Team Leadership and Operations

• Lead a team , setting clear goals, KPIs, and performance expectations aligned to SLAs and partner commitments.

• Manage daily operations: queue oversight, case assignment, prioritization, and workload balancing across shifts/time zones.

• Conduct regular 1:1s, coaching, and skills development; deliver performance reviews and manage improvement plans as needed.

• Oversee onboarding and cross-training to maintain coverage and build bench strength.

• Monitor and report on productivity, quality, and SLA adherence; drive corrective actions where performance gaps exist.

• Coordinate workforce management inputs (scheduling, time-off planning, peak coverage) to ensure capacity aligns with forecasted volumes.

Partner Relations and Stakeholder Management

• Serve as the primary operational point of contact for Partner Managers and key partner stakeholders.

• Run regular partner touchpoints (weekly/monthly reviews) covering KPIs, backlog, incident status, and upcoming changes.

• Maintain partner profiles, escalation paths, and communication cadences; ensure runbooks are current and distributed.

• Collaborate with Partner Managers, Sales, Operations, and Product/Tech to anticipate partner needs and align on joint action plans.

• Represent the support function in partner launches, migrations, and change initiatives, ensuring readiness and minimal disruption.

Escalation and Incident Management

• Own the escalation ladder for partner-impacting issues: assess severity, mobilize response, and lead incident bridges.

• Ensure timely, clear communications (internal and external) including situation updates, ETAs, and post-incident summaries.

• Drive root cause analysis (RCA) and corrective/preventative actions; track follow-through to closure.

• Maintain 24x7 on-call rotation coverage as required; define thresholds for paging SMEs and leadership.

Quality, Compliance, and Process Excellence

• Enforce adherence to SOPs, runbooks, and compliance requirements (e.g., data handling, audit controls).

• Lead quality programs: case QA reviews, coaching feedback loops, and error reduction initiatives.

• Identify and implement process improvements to reduce handling time, rework, and escalations; update documentation accordingly.

• Partner with Training/Enablement to keep the team current on product changes, policies, and tooling.

Reporting, Analytics, and Planning

• Produce and review daily/weekly dashboards: volume, SLA performance, backlog aging, escalations, CSAT/NPS.

• Analyze trends to forecast demand, staffing needs, and risk windows; recommend adjustments to meet targets.

• Prepare partner- and leadership-ready reports, including RCAs, service reviews, and quarterly business reviews (QBRs).

Cross-Functional Coordination and Tooling

• Liaise with Product/Engineering on defects, releases, and feature rollouts; ensure support readiness and feedback loops.

• Coordinate with Finance/Billing for credit/charge disputes impacting partners; ensure timely resolution and communication.

• Champion tooling improvements (ticketing, knowledge base, alerting) and ensure team adoption and data hygiene.

Culture and Risk Management

• Foster a customer- and partner-centric culture focused on accountability, transparency, and continuous improvement.

• Proactively identify operational risks (capacity, knowledge gaps, systemic issues) and implement mitigations.

• Ensure business continuity plans are in place for peak periods and critical incidents.

What you’ll bring

Bachelor’s degree or the equivalent combination of education, training, or work experience.

• People leadership: Coaching, feedback, performance management, conducting 1:1s, and developing skills/career paths.

• Operational execution: Queue management, case triage/prioritization, schedule adherence, and workload balancing across shifts/time zones.

• Escalation management: Quickly assess severity/impact, run incident bridges, coordinate cross-functional responders, and communicate clearly under pressure.

• Stakeholder management: Build strong relationships with Partner Managers and external partner contacts; align on goals, expectations, and communication cadences.

• Communication: Clear, concise written and verbal updates, including incident notices, RCAs, service reviews, and executive-ready summaries.

• Analytical thinking: Use data to spot trends, diagnose root causes, and drive actions that improve SLA, quality, and partner satisfaction.

• Process improvement: Lean/continuous improvement mindset to reduce handle time, errors, and rework; document and socialize SOP updates.

• Decision-making and prioritization: Balance urgent escalations with backlog health; make trade-offs that protect SLAs and partner outcomes.

• Training and enablement: Structure onboarding, cross-training, and refreshers to maintain coverage and readiness for product/process changes.

• Change management: Plan and execute operational readiness for releases, migrations, and policy updates with minimal disruption.

Abilities

• Lead through ambiguity and high-volume periods while maintaining service stability and team morale.

• Influence without authority across cross-functional teams (Product, Engineering, Ops, Finance) to drive timely resolution and improvements.

• Context-switch rapidly between partner communications, real-time operations, and people management tasks.

• Maintain composure and sound judgment during incidents; model calm, structured problem-solving.

• Translate complex technical or operational issues into partner-friendly language and actionable next steps.

• Establish predictable rhythms (stand-ups, WBRs/MBRs, QBRs) and hold teams accountable to measurable outcomes.

• Anticipate risks (capacity gaps, systemic defects, seasonal spikes) and implement mitigations before SLAs are threatened.

• Uphold compliance and data confidentiality standards in all partner interactions and documentation.

• Foster a culture of accountability, transparency, and continuous improvement within the team.

About the team

About the team Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders

What makes a GlobalPayer

Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do. Does this sound like you? Then you sound like a Globalpayer. Apply now to take your career global.