Director, Merchant & Partner Servicing

Responsibilities

• Own the end-to-end merchant and partner servicing experience across digital, telephony, and partner-led channels.
• Drive service performance through data-led KPIs, focusing on resolution, customer satisfaction, and efficiency.
• Lead a multi-year transformation agenda, partnering with Product and Technology to implement new platforms and agentic AI.
• Manage a multi-layered servicing organization, fostering a high-performance culture and ensuring effective workforce planning.
• Ensure strict adherence to regulatory requirements and internal policies by embedding robust risk and control practices.
• Partner with Sales, Product, and Risk to align servicing operations with broader business strategies.
• Reduce cost to serve through continuous simplification, automation, and digital enablement.

Requirements

• Deep operations leadership experience within payment acquiring, FinTech, or E-Pay sectors.
• Proven track record in digital transformation and digital enablement.
• Extensive experience working within complex risk and control environments.
• Strong stakeholder influencing skills with the ability to negotiate at a senior level.
• A strong commercial mindset with a dedicated focus on customer outcomes.
• Experience in coaching, developing, and maturing operational cultures.

About the Company

Barclaycard Payments Limited is building a standalone, customer-first payments business designed for pace, growth, and long-term sustainability. As part of a strategic partnership with Brookfield Asset Management, we are investing heavily to transform our payments acceptance business, providing critical infrastructure to the UK economy and creating an environment of continuous innovation.