Senior Merchant Operations Manager

Company Description

Delivery Hero Payments S.A. is a licensed Payment Institution based in Greece and supervised by the local financial regulator. We deliver fintech solutions tailored to the needs of our affiliated EU marketplace platforms across the Delivery Hero Group, enabling seamless digital payments and merchant settlements at scale. We maintain a rigorous operating scope focused on governance, security, compliance, and risk management to serve our internal constituents.

Job Description

We are now seeking a Senior Operations Manager to strengthen our Merchant Operations across Europe. In this role, you will act as the operational lead, ensuring smooth execution of onboarding operations, process governance, and cross-functional alignment, with a clear path to assuming broader operational responsibilities in the company. You will also bring strong analytical and technical skills, with the ability to define, build, and own operational dashboards and KPIs to drive data-driven decision-making and continuous improvementIf you have demonstrated experience in Operations, Programme and Process Management, and you excel at driving clarity, structure, and execution, we want to hear from you. Experience in Know-Your-Customer/Business (KYC/KYB) and customer onboarding processes will be a strong plus!  

What you’ll do:

Operational Leadership & Governance

• Manage the end-to-end Merchant operational workflows across all European markets, ensuring consistency, compliance, and efficiency.

• Act as the primary operational bridge between Product, Due Diligence, Compliance, and cross-functional teams.

• Define and maintain operational SLAs and KPIs, monitor performance, and ensure adherence across teams.

• Own the definition, creation, and continuous improvement of operational dashboards and KPIs, leveraging strong analytical and technical skills to drive data-driven insights and decision-making.

• Collaborate with the Due Diligence team by ensuring clear operational communication channels, alignment, and timely issue resolution.

Process Design, Optimization & Documentation

• Design, refine, and optimize Merchant  onboarding processes, ensuring scalability and regulatory alignment.

• Design and monitor performance dashboards and report regularly to senior management

• Translate business challenges into actionable operational improvements and support implementation with Product.

• Own operational documentation, ensuring processes, flows, and SOPs remain accurate and up to date.

• Work closely with Product to build structured business requirements for operational improvements.

Cross-Functional Coordination

• Serve as the key liaison between Product development and Compliance

• Work closely with the Compliance  team to ensure regulatory expectations and internal guidelines are reflected in operations and processes adopted.

• Participate in vendor discussions and integrations for onboarding, screening, and monitoring tools.

Quality, Compliance & Issue Resolution

• Monitor operational quality and support root-cause analysis for failures or inefficiencies (ex. QA findings, regulatory gaps).

• Support the Quality Assurance  process by aligning reviewers, report interpretation, and follow-ups.

• Escalate operational risks, or bottlenecks, to relevant stakeholders with clear mitigation proposals.

• Ensure consistent, high-quality onboarding outcomes across reviewers, markets, and teams.

Reporting & Insights

• Prepare and maintain weekly, monthly, and ad-hoc operational reports focused on onboarding, KPIs, SLA adherence, and operational risks.

• Track performance trends and provide recommendations to both the Product and Senior Management Support management presentations regarding operational performance, improvements, and remediation actions.

Qualifications

What you’ll have:

• Minimum 3-4 years of experience in Operations or KYB/KYC or Compliance Operations, Project Management, or a similar setting.

• Strong understanding of operational processes, tools, and operational frameworks.

• Proven ability to manage cross-functional stakeholders in complex environments.

• Strong process-thinking mindset: able to map, structure, optimise, and document operational flows.

• Excellent communication skills and ability to translate operational issues into actionable plans.

• Experience working with CRM and onboarding tools.

• Analytical mindset with expe