Social network you want to login/join with:
Senior Director of Operational Enablement and Intelligence, York
col-narrow-left
Client:
Global Payments, Inc.
Location:
York, United Kingdom
Job Category:
Other
-
EU work permit required:
Yes
col-narrow-right
Job Reference:
Job Views:
9
Posted:
18.07.2025
Expiry Date:
01.09.2025
col-wide
Job Description:
Senior Director of Operational Enablement and IntelligenceEvery day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 millionpanies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
Key Accountabilities
Strategy & Leadership
1. Define and execute the global roadmap for operational enablement, platform performance, and service intelligence
2. Serve as a thought leader in AI, workflow automation, and enterprise tooling, ensuring innovation translates into measurable business value
3. Operate as a senior leader within the Customer Operations function, influencing cross-functional priorities and investment decisions
4. Collaborate closely within a global, matrixed structure (Technology, Product, Service Delivery, and Client Success)
Platform & Tooling Ownership
5. Own the configuration, adoption, and continuous improvement of operational platforms ( ServiceNow ITSM, CSM, Performance Analytics)
6. Lead implementation of new intelligent tooling, including an enterprise chatbot and workflow automation solutions
7. Manage vendor partnerships, platform roadmaps, and budget performance related to tooling and AI capabilities
Reporting & Business Intelligence
8. Oversee internal dashboards and operational metrics, ensuring actionable insight at all business levels
9. Lead external reporting delivery including SLAs, service packs, and executive summaries, driving consistency and professionalism
10. Establish a global Reporting Centre of Excellence to align dataernance, quality, and reporting frameworks
AI & Automation Enablement
11. Build and scale a team focused on AI-led operational transformation ( predictive analytics, smart routing, anomaly detection)
12. Partner with data science and engineering teams to embed AI into service delivery workflows and client experience journeys
13. Ensure all AI use cases meetpliance,ernance, and ethical standards
14. Develop and enforceernance frameworks for operational excellence, workflow quality, and data fidelity
15. Align tooling and processes to evolving regulatory frameworks ( DORA, PCI) and enterprise risk standards
16. Champion continuous service improvement and cost-efficiency initiatives globally
Success Profile
You are a strategic operator whobines data obsession with leadership excellence. You thrive in ambiguity, influence, and convertplexity into clarity. You lead global teams with empathy and hold yourself and others to the highest standards of execution and integrity.
Qualifications & Experience
Required
17. Proven experience in a senior operational leadership role, ideally within financial services, technology, or a regulated industry
18. Track record of delivering enterprise platform transformations (ServiceNow, Power BI, Tableau)
19. Experience managing global teams andplex stakeholder groups in a matrixed environment
20. Deep understanding of AI/automation use cases in regulatoryplex financial operational environments
21. Strong data and reporting acumen;fortable building and interpreting executive-level dashboards
22. Executive presence and ability to influence at C-level
Desirable
23. Experience with Amazon Bedrock or similar generative AI platforms
24. Familiarity with ITIL/ITSM frameworks and workflow automation tools ( Jira, Confluence)
25. Knowledge of regulatory frameworks such as DORA and PCI
26. Exposure to RPA, low-code/no-code tools, and AI-assisted service workflows
27. Recognised Service Management certification ( ITIL)
What You Will Bring
28. A mindset for innovation and operational scalability
29. Passion for metrics, insight, and customer experience
30. Ability to translate technology into real-world value
31. A collaborative approach to global leadership
32. Energy to drive meaningful, measurable change
Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable amodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay. Job ID R0063136 #J-18808-Ljbffr