Head of Operations

About the Company

RS2 offers secure payment services, payments software and managed services to over 130 clients in more than 35 countries. It is a group of companies with offices in Malta, Germany, Philippines, Jordan and USA. Constant growth and expansion of the company offers exciting opportunities for growth and career progression to its most successful employees.

The company upholds the highest industry standards and RS2’s in house designed payments solution is a software of choice by many of the world’s leading and most innovative banks and financial institutions.

About the Role

The Head of Operations is responsible for maintaining the highest operational controls and standards, while also serving as a pragmatic, hands-on leader. This role requires balancing operational excellence with business efficiency. The Head of Operations will lead the APAC Operations team and collaborate closely with global teams in Malta and the US. The primary focus will be on ensuring seamless client production processes, minimizing any downstream impact. Additionally, the Head of Operations will manage and mentor team members to ensure they achieve their goals and objectives. The successful candidate will be required to work onsite from RS2’s office.

Responsibilities

1. Responsible for leading the Operations team and full operations function of the company which includes:
   – Customer Service/Support: Incident Resolution
   – Ongoing production BAU
   – Production automation
   – Dispute Management: Chargebacks/Fraud
2. Ensuring that day-to-day operations are working smoothly which includes production processing, chargebacks and incident resolution.
3. Responsible for the on-going risk assessment of the operating environment.
4. Maintains and ensures on-going adherence with all Policies by all personnel.
5. Maintains Business Recovery Procedures and required certifications.
6. Ensures that the RS2 quality standards are followed.
7. Delivers quality customer service to all the RS2 clients.
8. Ensure workflows are adhered to so to meet customer service levels.
9. Direct requests and unresolved customer issues/queries to the designated resource.
10. Provide feedback on the efficiency of the service processes and actively participate in creating new processes where necessary.
11. Works on resource and capacity management planning to meet current requirements and planned growth within the Command Center.
12. Assists in creating the budgets for the respective department within their remit.
13. Acts as an escalation point for when resources are required for specific teams or specific projects in order to ensure that the objectives of said projects can be achieved.
14. Identifies risk and risk management strategies.
15. Co-ordinates the provision and distribution of Management Information as required from time to time.
16. Makes sure that all team members receive adequate training and possess working knowledge of relevant RS2 processes and procedures.
17. Be a leader and supervise all the members of the Operations team within the APAC office.
18. Sets up team goals and objectives.
19. Participates in performance management initiatives, sets clear and measurable targets for each of the team members, and conducts performance appraisals.
20. Serves as a key reference point for all the employees under their remit.
21. Perform any other duties which may be assigned from time to time.

Requirements

1. Bachelor’s Degree or equivalent in a related field.
2. Minimum of 3 years’ experience in the Card Industry.
3. Management experience in Service / Operations or any other related industry, preferably in an international/multicultural environment.
4. Ideally candidates should have solid appreciation in Information Technology.
5. Demonstrable experience in providing excellent customer service.
6. Competence in using Microsoft Office and Business Software at a proficient level.
7. Working experience of BankWORKS will be considered an asset.
8. Risk and Security aware.
9. Good presentation skills.
10. Excellent leadership, management and communication skills with the strong ability to train, coach, mentor and motivate others.

The selected candidates will be offered an attractive package, commensurate with their skills and experience. Please send a detailed CV & cover letter via email to All applications will be treated in strict confidence.

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