Acting Payments Operations Team Leader

Why this role matters

This role leads the Payments Operations team at Exness, ensuring efficient and secure handling of customer-facing transaction processes. The position is responsible for driving team performance, streamlining operations, and fostering continuous improvement to support the Division’s operational excellence and customer satisfaction goals.

The role is based in our office in Limassol, Cyprus. In case of relocation, we offer full relocation support for you and your family to make your move smooth and worry-free.

What you'll actually do

• Manage a team of 8+ operational payment specialists.
• Monitor teamwork and performance and take corrective actions when necessary.
• Guide, inspire and motivate team members to ensure operational excellence, high employee engagement, and service improvement.
• Manage the team responsible for customer-facing transaction issues and incident management to ensure timely and effective resolution.
• Oversee the team’s workload for processing manual transactions and operational fraud control to ensure high-quality risk management.
• Take a strong and active approach in leading the payments team by being visible and providing guidance, instruction, directions, and leadership.
• Ensure clarity around priorities and goals to enable cascading across the team.
• Fully accountable for delivering project objectives related to the assigned area of responsibility.
• Ensure smooth operational product management based on set targets, limits, and required procedures.
• Verify onboarding of new and existing PSPs in collaboration with the PSP Relationship Manager.
• Delivery of team targets (KPIs), and tracking team performance metrics.
• Coordinate dashboards and reporting (e.g., claims, average resolution time, etc.).
• Handle quality control issues, investigate complaints, and ensure high levels of resolution for any customer payment issues.
• Provide timely and efficient analysis of team performance results to the Head of Payments Operations and the team.
• Create and expand current processes and procedures to improve overall efficiency and documentation.
• Transfer business requirements to development teams to implement automation and build back-office tools for the team and processes.
• Continuously identify and implement best practices and opportunities for service and process improvement.

Who we’re looking for

• BSc/MSc in Finance, Business Administration or equivalent.
• 2–3 years of previous working experience as a Team Manager (preferably within Fintech, Card Payments, or the Online industry).
• Excellent communication skills (written and verbal) in English.
• Additional languages are considered an advantage.
• Strong problem-solving and analytical skills.
• Strong planning and organizing capabilities.
• Proficiency in operational risk control, dashboard reporting, and back-office tools is desirable.
• Excellent managerial skills and leadership mindset.
• Ability to work on own initiative.
• Attention to detail.
• Highly motivated and able to inspire teams.

What we offer along the way

• Competitive salary and annual performance bonus
• Full relocation support for you and your family — flights, housing, visas, and legal assistance included
• Top-tier health insurance with full family coverage — medical, dental, vision, mental health — plus life insurance for peace of mind
• Unlimited learning opportunities: external courses, English lessons, career and leadership development
• Education allowance covering school and kindergarten fees
• 21 working days of annual leave, plus public holidays and fully paid sick, maternity, and paternity leave
• Employee appreciation program: branded gifts, birthday day-offs, celebration budgets for weddings, newborns, and milestones
• “Get to know Team” trips — meet colleagues across our global hubs, along with company-wide offsites that raise the bar
• Employee share scheme — grow with us
• Branded MINI Cooper Countryman company car and private parking
• Free in-house sports clubs, Sanctum Club gym access, and jet skis
• Access to a Corporate doctor
• Exclusive discount program with cafes, gyms, and local services
• Expat tax perks: up to 50% income tax exemption
• Support with the naturalisation process for relocated employees

What your journey looks like

1. Intro call with Recruiter (30 minutes)
2. Online Leadership Competency Assessment
3. Behavioural interview (60 minutes)