Description
At Thunes, our global network enables the seamless movement of money across the world. As we continue to scale with leading fintechs and global financial institutions, operational excellence becomes critical,not just for growth, but for retention and trust.
The Premium Services Manager sits within Customer Success Operations (CSO) and is responsible for delivering a premium, high-touch operational experience to a portfolio of strategic partners. This role exists to protect revenue, reduce friction, and ensure reliability across high-volume transaction flows.
Key Responsibilities
- Partner Ownership & Experience: Own the end-to-end operational experience for a portfolio of high-value partners. Act as the primary operational point of contact, providing a prioritized and tailored engagement model beyond standard support channels.
- Proactive Monitoring & Issue Prevention: Monitor transaction flows and corridor performance to detect anomalies, failures, and inefficiencies in real time. Provide early visibility to partners on potential disruptions, minimizing customer impact.
- Incident Management & Escalation: Take full ownership of critical incidents and escalations, driving resolution across internal teams. Coordinate closely with NOC, Product, Engineering, and Compliance to resolve complex issues quickly and effectively.
- Partner Enablement & Advisory: Act as a trusted operational advisor, guiding partners on best practices for API usage, transaction flows, and corridor requirements. Support partners in scaling safely, including onboarding new corridors and improving transaction quality.
- Continuous Improvement: Analyse transaction data, QoS metrics, and failure trends to identify systemic issues. Work with internal teams to implement long-term fixes, reduce manual interventions, and improve success rates.
- Performance Tracking & Reporting: Define and track key operational and quality metrics for assigned partners. Deliver clear, actionable insights through regular reporting to both partners and internal stakeholders.
What Success Looks Like (6–12 Months)
- Improved Partner Experience: Partners experience reduced friction, faster resolutions, and increased confidence in the Thunes network.
- Shift to Proactive Operations: Issues are identified and addressed before partners raise them.
- Stronger Network Performance: Recurring issues are reduced through systemic fixes and improved partner practices.
- Faster Resolution Times: Cross-functional collaboration leads to quicker, more effective incident management.
Skills & Experience Required
- 5+ years of experience in customer operations, technical account management, or payments operations within fintech or financial services.
- Strong understanding of API-driven platforms, transaction lifecycles, and payment operations.
- Proven ability to manage complex operational issues and drive resolution across multiple stakeholders.
- Strong analytical skills with the ability to interpret data and identify root causes.
- Excellent communication skills, with experience managing both external partners and internal teams.