Description
About Thunes Thunes is the Smart Superhighway to move money around the world. Thunes' proprietary Direct Global Network allows Members to make payments in real-time in over 140 countries and more than 90 currencies.
About the Role The Premium Services Manager sits within Member Experience (MX) and is responsible for delivering a premium, high-touch operational experience to a portfolio of strategic partners.
Key Responsibilities
- Partner Ownership & Experience: Own the end-to-end operational experience for a portfolio of high-value partners.
- Proactive Monitoring & Issue Prevention: Monitor transaction flows and corridor performance to detect anomalies, failures, and inefficiencies in real time.
- Incident Management & Escalation: Take full ownership of critical incidents and escalations, driving resolution across internal teams.
- Partner Enablement & Advisory: Act as a trusted operational advisor, guiding partners on best practices for API usage, transaction flows, and corridor requirements.
- Continuous Improvement: Analyse transaction data, QoS metrics, and failure trends to identify systemic issues.
- Performance Tracking & Reporting: Define and track key operational and quality metrics for assigned partners.
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, preferably payments.
- 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.