Payoneer Account Operations Manager 

China, Shanghai 

756697544

What you’ll do:

• Supporting tier 1 clients’ operational needs and manage client-specific requirements (unique flows, set ups, data and reporting, etc.)
• Serving as a client escalation point to resolve technical/operational issues Interfacing with internal teams, and orchestrating operational and technical support inquiries (E2E solution, funding, compliance, ops, technical teams, etc.)
• Continuous monitoring and analysis of non-commercial performance data, client feedback, and trends, seeking ways to improve efficiency and self-service tools
• Client E2E solution proficiency (product, solution design, payee UX/UI and journey), developing trusting relationships and being a reliable advocate for clients’ non-commercial needs
• Close collaboration with Client Business Managers and/or Account Executives on account planning, execution, strategy, and regular client business reviews, including preparation and presentation of relevant data and analyses
• Identification of pain points, optimization, and business opportunities to strengthen relationships and pursue growth
• Think "outside the box" and kick off product and optimization improvement projects to elevate client experience

What we’re looking for:

• 3+ years of experience in a technical/operational client-facing role in a technology firm or a financial institution
• Ability to work with a variety of internal teams, including finance, compliance, integrations, product, etc.
• Willingness to take full ownership of client relationship from operational and solution perspective, to answer questions and resolve issues
• Strong verbal and written communication in English & Mandarin
• Firm grasp of how the web works, networking, and software products
• Familiarity with the workings of international money transfers such as wires, global bank transfers, SWIFT as well as with topology of credit card transactions
• Excellent analytical, troubleshooting, and problem-solving skills
• Proficiency with CRM systems (SalesForce.com), data tools (Yellowfin, BI), and Microsoft Office
• Ability to perform under high pressure and work independently

Not a must, but a great advantage:

• Understanding of B2B and B2C Payments
• Knowledge of Cash Management procedures
• Project Management skills
• Knowledge of Implementation or Business Consulting practices
• Understanding of Process Improvement or Business Insights projects