Senior Business Operations Manager
Mexico City
Sales – Payment Services Support /
Permanent - full time /
Hybrid
At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Group, PayPal and Stripe to access new markets, connect with more customers, and accelerate their growth.
Our strength comes from our diverse global team, spread across multiple nationalities and international locations. We're united by a shared passion for building trusted relationships with our customers and creating next-generation products that make payments simpler, faster, and more accessible to everyone.
Everything we do is driven by our PPRO Principles: putting the customer-first, getting things done, acting with trust and integrity, continuous improvement, and teamwork. Join us on our journey to become a global digital payments leader.
The Purpose:
As a Senior Business Operations Manager you have accountability for our card payments operations (card acquiring) for global (Visa, MC, AMEX) and local/regional card schemes.
With your deep understanding of the products, technology, geographies and business you will develop a business operations strategy, working closely with various departments across the organisation, such as account managers, product, engineering, reconciliation and more.
You will be accountable for the success of the performance of our card acquiring services, oversee the chargeback ratios with both merchants and acquirers to ensure a successful collaboration and cost effectiveness and be responsible for managing a small team in the LATAM region for ensuring day to day operations run smoothly and be part of our Global Payment Services Support team that is composed of other passionate support and business operations professionals located in Mexico City, Sao Paulo, Singapore and Cologne.
What you will do:
- Monitor all pillars of approval rates considering the characteristics of Acquirers, Issuers/BINs to a product level - recurring, card on file payments, card verification, Network Tokenization, 3DS, instalments, anticipations and business model, and regulatory requirements
- Implement and execute Payment Partnership strategy while building relationships with key partners - Acquirers, Card Schemes, Issuers and LPMs
- Collaborate with internal stakeholders like Product, Customer Funds, A/C Management and Tech to guarantee and deliver the best approval rates to our merchants
- Conduct A/B tests with Acquirers, focusing on improving approval rates and evaluating trusted MID opportunities
- Monitor and manage chargeback ratios with Merchants and Acquirers, mitigating Card Scheme penalties and communicating risks proactively
- Support product & engineering teams to define a roadmap for enhancements that will contribute positively to performance
- Support new merchants and integrations, coordinating on-boarding tasks across the organisation
- Provide leadership, coordination, and management in the areas of: reporting and analytics, account operations, account technology platforms, special initiatives and process improvements
- Lead and facilitate communication of best practices, policies, procedures and initiatives. Mentors and coaches team members to further develop competencies
- Lead with courage and modesty, you have a track record of attracting and developing great talent and leadership to scale and optimise yourself and your teams
You’ll need to have:
- Minimum 8 years of experience in card payments/ acquiring business in LATAM specific region
- Minimum of 5 years experience in leading a small-medium team of professionals
- Excellent problem-solving skills and critical thinking
- Good communication skills and ability to work with remote teams
- Strong technical and analytical skills with the ability to work with large data sets
- Passion for payments, deep experience in the commercial, technical and financial dimensions of local payments
- English and Spanish are a must. Portuguese is important to have due to regional coverage.
What's in it for you?:
Hybrid working - We offer flexible working, so you can strike the right balance between office and home working. In addition to our 10-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per year
Meal vouchers- SiVale - MXN 2688.6 per month - Enjoy a moment of conviviality and a good and balanced meal thanks to your meal vouchers.
Insurance- Because better safe than sorry - we want our employees to benefit from various insurances including major and minor health insurance + life insurance and travel insurance.
Professional and personal development - We provide leadership cafes, on-the-job training, and access to LinkedIn learning to help you gain knowledge beyond your role.We also offer you english classes!
Gym membership - PPRO helps contribute towards the costs of your gym membership, supporting your physical fitness journey while easing the burden on your wallet
Mental Health Platform - We’ve teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more
Our office is in a WeWork building nearby Angel de la Reforma, surrounded by mall shops and places where you can have a nice lunch. In the building you'll find space enough for meetings with your team, private spaces for confidential calls, a nice terrace, open coffee bar and other amenities.
As long as you can take good care of them, the offices are pet-friendly.
Our Principles:
We get things done: We are courageous; we take ownership, make decisions and get things done.
We act with trust and integrity: We listen first and challenge respectfully. We seek out and leverage diverse perspectives. We welcome and offer honest and open feedback, always assuming positive intent
We put the customer first: We are laser focused on delivering outstanding outcomes for our customers. We put the customer at the heart of what we do.
We make things better: We boldly explore new ideas and have an unwavering commitment to continuous improvement.
We work as a team: We collaborate closely and value team success over individual achievement.
