Senior Manager, Client Operations

About the role

This senior leadership position is based in Turkey and focuses on shaping and scaling client operations within a fast‑growing financial technology environment. You will own service delivery, operational excellence, and the overall customer experience for enterprise‑level payment programs.

Key responsibilities

• Define and monitor end‑to‑end service performance metrics such as service levels, first‑contact resolution, response times, customer satisfaction, backlog management and cost efficiency.
• Lead technical incident response for production issues, coordinating engineering teams, external partners and client communications during critical events.
• Manage root‑cause analysis processes to ensure accurate investigations, timely delivery and effective corrective actions.
• Act as senior operational partner for enterprise clients, ensuring strong communication, service reliability and operational transparency.
• Oversee multi‑channel client and cardholder support operations (phone, email, chat, dispute management, account support).
• Manage third‑party vendors and outsourced service providers through performance monitoring, quality assurance and operational reviews.
• Drive modernization initiatives across support infrastructure, including contact‑center platforms, ticketing systems, knowledge‑management tools and automation solutions.
• Develop and implement AI‑assisted support strategies, identifying automation opportunities while maintaining compliance and customer trust.
• Build scalable team structures, career paths and performance frameworks for internal and external support resources.
• Partner with compliance teams to align operations with regulatory requirements, security standards and industry obligations.

Required profile

• Proven leadership experience in payments or fintech operations.
• Strong track record of managing large, multi‑disciplinary support teams.
• Excellent communication skills with senior stakeholders and enterprise clients.
• Ability to drive process improvement, automation and operational excellence.
• Experience working with external vendors and third‑party service providers.

Required skills

• Payments operations expertise.
• AI‑assisted support and automation knowledge.
• Familiarity with contact‑center platforms and ticketing systems.
• Incident management and root‑cause analysis processes.