Manager - payment card operations & customer service

About Wadz Pay Wadz Pay, founded in 2018 in Singapore, is a leading global blockchain-based payments technology provider committed to driving financial inclusion and revolutionizing the virtual asset landscape. The company offers a secure, efficient, and transparent Saa S platform for payment solutions catering to both businesses and consumers. Wadz Pay collaborates with international payment companies, banks, and fintechs to enable virtual asset-based transaction processing, custody, and settlement. Their operations span across Asia Pacific, the Middle East, Africa, Europe, and the Americas. Role Description Wadz Pay is seeking a highly experienced and results-driven  Manager – Payment Card Operations & Customer Service to lead our team in India. You'll be responsible for overseeing the entire lifecycle of our prepaid cards, from issuance to customer support and fraud prevention. This is a critical leadership position focused on ensuring operational efficiency, compliance, and, most importantly, achieving outstanding customer satisfaction. You will be a key player in optimizing processes, managing a large volume of service requests, and acting as the customer's advocate within the company. Key Responsibilities Operations Management: Direct day-to-day operations and manage the full lifecycle of prepaid cards, including issuance, blocking/unblocking, and handling customer requests and declines. Customer Service Excellence: Lead and measure customer service initiatives, manage service requests, and define tools and KPIs toensure a high-quality customer experience. Process & Procedure: Develop, implement, andmanage trouble shooting processes and procedures to drive efficiency and high customer satisfaction. Compliance& Risk: Ensure all processes adhere to standard operating procedures (SOPs) and payment scheme regulations. Monitor for fraudulent activities and minimize operational risk. Team Leadership: Build and manage a high-performing team, providing a motivating work environment and addressing any internal or external disputes. Cross-Functional Collaboration: Work closely with sales,product, IT, compliance, and financial institutions to support new product launches and resolve operational issues. Data & Reporting: Use data analytics to forecast contact volumes, identify trends, and develop staffing requirements. Create and publish "voice of customer" reports to drive insights across the company. Community Management: Take ownership of customer community forums, FAQs, and ambassador programs. Skills Required Payment Systems Expertise: Deep knowledge and understanding of payment systems and transaction processing. Must have knowledge in Master Card or Visa Card Payments process life cycle. Operational Management: Proven ability to manageand optimize operations with a strong focus on KPIs and SLAs. Technical Acumen: Good knowledge of deployment and AWS administration. L1 and L2 trouble shooting skills for Java/. NET applications. Problem-Solving: Exception alability to identify and resolve complex payment-related issues and operational challenges. Analytical Skills: Strong financial and data analysis skills to monitor performance and identify trends. Support Tools: At least 7+ years of experience with customer support platforms such as Freshdesk, Zendesk, Zohodesk, or hubspot. Preferred Qualifications: 10+ years in leadership roles within a 24x365 customer-facing support environment. Experience in the payments industry with both B2 B and B2 C models. Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, Power Point, Visio, and Project. Behavior & Softskills: Leadership: Effective leadership and people management skills, with a focus on developing diverse, high-performing teams. Communication: Excellent communication skills with a strong executive presence. Collaboration: A natural collaborator comfortable working across multiple internal and external organizations. Adaptability: Disciplined and comfortable with ambiguity, capable of navigating a fast-paced startup environment. Customer Advocacy: The ability to act as the voice of the customer and drive customer insights through out the company. LOCATION: INDIA WORK MODE: REMOTE Interested people can share your CV to