PSP Payments Operations Consultant / Client Services Manager
Contract: 12 months (Inside IR35)
Location: London – Hybrid (ideally 2 days onsite, flexibility for distance)
Overview
We are seeking an experienced PSP Payments Operations Consultant / Client Services Manager to own and manage operational and technical relationships across a portfolio of Payment Service Providers (PSPs) within international markets.
This role sits at the intersection of payments operations, technical consulting, partner management, data analysis and light project delivery . You will act as a subject-matter expert across the payment ecosystem (merchant → PSP → acquirer → networks), supporting operational stability, acceptance optimisation, remediation initiatives and continuous improvement.
The ideal contractor brings a strong technical mindset, excellent stakeholder management capability, and deep operational exposure to modern payment ecosystems.
What You’ll Do
- Own and support operational relationships with key PSP partners across international markets.
- Develop deep understanding of the end-to-end payments ecosystem across priority verticals (e.g. travel, hospitality, F&B, marketplaces).
- Act as a trusted operational and technical escalation point for complex payment issues impacting merchants and partners.
- Manage and continuously maintain ecosystem mapping across PSPs, acquirers, gateways and vendors.
- Support the adoption and evolution of network policies and operational standards aligned to business strategy.
- Work closely with internal stakeholders including product, engineering, operations, risk and senior leadership.
- Proactively identify, manage and elevate operational risks and customer-impacting issues.
- Lead acceptance remediation initiatives and continuous improvement opportunities.
- Support technical discussions with partner engineering and product teams, translating technical detail into business impact.
- Produce reporting, dashboards and insight to highlight trends, gaps and performance metrics.
- Ensure documentation of processes, remediation activity and operational learnings.
How You’ll Deliver
- Build and strengthen strategic operational relationships with PSP partners.
- Provide structured input into portal development, policy updates and tooling optimisation.
- Apply disciplined operational, stakeholder and delivery management across multiple initiatives.
- Take ownership of problem solving through structured investigation, root cause analysis and remediation planning.
- Collaborate with vendors and external partners to ensure service quality and delivery standards.
- Analyse payment data to identify acceptance gaps, performance issues and optimisation opportunities.
- Manage technical communications across internal teams, client stakeholders and senior leadership.
- Deliver clear written and verbal updates on incidents, risks and mitigation strategies.
- Operate independently with high ownership and accountability.
Experience & Skills Required
Essential
- Proven experience within payments operations, PSPs, gateways, acquiring, processing or complex payment ecosystems .
- Strong understanding of authorization, clearing, settlement and network flows .
- Experience supporting or managing client / partner operational relationships .
- Technical aptitude – able to interpret specifications, participate in technical discussions and translate to business language.
- Strong problem-solving mindset with experience conducting deep dives into operational issues.
- Data analysis and reporting experience (dashboards, insights, performance tracking).
- Excellent stakeholder management and communication skills.
- Comfortable operating across cross-functional teams and senior stakeholders.
- Strong documentation and process discipline.
Desirable
- Project coordination or implementation experience (not a pure PM role).
- Exposure to global / international payment ecosystems.
- Experience supporting regulated or high-volume transaction environments.
- Awareness of ground transportation, leisure, attractions or marketplace payments.
Backgrounds That Fit Well
- Payment Service Providers / Payment Gateways / Aggregators / Marketplaces
- Acquirers / Processors / Issuers / Network Operations
- POS manufacturers / payment technology vendors
- Payments consulting / technical operations teams
Candidates currently working within a PSP environment must demonstrate the ability to operate at ecosystem level rather than purely merchant delivery.
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