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Main responsabilities / task
Operational Leadership
- Lead and oversee day-to-day operations across the Mexico office, ensuring service delivery meets agreed SLAs, KPIs, and quality standards.
- Drive operational excellence, continuous improvement, and consistency with PayTech global operating models.
- Act as the escalation point for operational, delivery, or customer-impacting issues arising in the Mexico teams.
Market Success & Customer Delivery
- Own the success of customer delivery for accounts and projects managed from Mexico.
- Ensure Account Managers build strong, trusted relationships with clients and internal stakeholders.
- Ensure Project Managers deliver initiatives on time, on scope, and aligned to PayTech governance and controls.
- Work closely with UK-based teams to align priorities, manage dependencies, and ensure seamless cross-location delivery.
People Leadership
- Directly lead and develop team leads, Account Managers, and Project Managers.
- Build a high-performance culture focused on accountability, collaboration, and customer outcomes.
- Support talent development, performance management, succession planning, and team engagement.
- Act as a role model for PayTech values and leadership behaviours.
Stakeholder & Representation Role
- Serve as the local senior representative of PayTech in Mexico.
- Be the key interface between the Mexico office and UK/global leadership.
- Translate global strategy into local execution and represent local challenges, risks, and opportunities back to the UK hub.
- Partner closely with Finance, Risk, Compliance, Technology, and HR stakeholders.
Governance & Risk
- Ensure adherence to PayTech policies, controls, and regulatory requirements.
- Proactively identify operational risks and implement mitigation plans.
- Support audits, reviews, and management reporting as required.
Needed experience for the rol
**Essential**
• Proven experience leading operations, service delivery, or customer-facing teams in a regulated or complex environment.
• Strong people leadership experience, including managing managers or senior individual contributors.
Experience working with international stakeholders and distributed teams.
• Excellent communication skills with the ability to operate confidently across cultures and seniority levels.
• Strong operational mindset with a focus on execution, quality, and continuous improvement.
**Desirable**
• Experience in payments, fintech, financial services, or technology-enabled services.
• Experience working with UK or European headquarters.
• Background in account management, project delivery, or client operations.
• Experience scaling or maturing operational teams.
Competences
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