Manager Service Culture And Quality

The Manager, Service Culture & Quality will own end‑to‑end service quality for Network Internationals payment operations. This role drives objective performance measurement, guarantees contracted service levels, and leads continuous improvement initiatives. You will oversee quality assurance, service governance, process optimisation, merchant communications, and the management information system that provides leadership with a single trusted view of operational performance.

Responsibilities

• Define, monitor, and report on key service quality metrics and SLA performance across all payment operations.
• Lead quality assurance activities, including audits, root‑cause analysis, and corrective action plans.
• Establish and enforce service governance frameworks to ensure consistent delivery standards.
• Identify and implement process improvement initiatives that enhance efficiency and merchant experience.
• Develop and maintain the MIS dashboard delivering a single source of truth for operational performance.
• Collaborate with cross‑functional teams to align service standards with contractual obligations.
• Drive quarterly performance reviews and action plans to achieve continuous improvement targets.
• Manage merchant service communication strategies, ensuring transparent and proactive updates.
• Coach and mentor operational staff on service culture, quality best practices, and performance expectations.
• Support senior leadership with data‑driven insights for strategic decision‑making.

Qualifications

• Bachelor’s degree in Business, Finance, Engineering, or related field; Master’s preferred.
• 5+ years of experience in service quality, operations, or governance within payments or financial services.
• Proven track record of implementing SLA frameworks and driving measurable performance improvements.
• Strong analytical skills with expertise in data visualization and MIS reporting tools.
• Excellent communication and stakeholder management abilities.
• Knowledge of payment processing, merchant services, and regulatory requirements.
• Experience leading cross‑functional teams and managing change initiatives.
• Certification in Six Sigma, Lean, or similar process‑improvement methodology is a plus.
• Ability to translate complex data into actionable insights for senior leadership.
• High integrity, customer‑centric mindset, and a passion for fostering a service‑first culture.