April 1, 2021
Gibraltar, Gibraltar
Job Type


Job Outline

We are looking for a Head of Client Operations to join the UK & European operations team to Lead Client Operations and Onboarding.

Main Responsibilities:

• Mature the Client Operations function
• Managing the day to day technical queries and issues (Both internal and external) and lead the Client Operations function as an integral part of the management team
• Onboarding new clients and client operations for VISA and Mastercard projects
• Implement changes to current programme managers (clients)
• Manage the termination & transitions of clients
• Project management - full lifecycle from inception to closure. Requirements gathering, producing the project scope, designing and implementing a project plan while being able to identify potential risks, issues and dependencies while meeting agreed deadlines.
• Liaise with internal and external stakeholders i.e. operations, compliance, client relationships, finance as well as VISA and Mastercard, clients, processors and card manufactures and third parties.
• Ability to work with key stakeholders within IDT Finance to implement strategic projects.
• Produce comprehensive internal and external reporting
• Chair and run internal & external meetings
• Team management Division/Department Operations / Fintech - Banking Location Netherlands / Gibraltar Job Title Head of Client Operations Reports to Chief Operating Officer (COO)
• Develop & Create Policies and Procedures
• Proactively identify and action opportunities for alignment with scheme mandates and relevant regulations
• Back-office engagement - build strong relationships with client ops team
• Lead multiple projects simultaneously
• Remediate client escalations and escalate to the executive team when necessary
• Any ad-hoc projects and requests as required by the COO

Job Specific Competencies

• Self starter, with the ability to multitask and prioritise workload effectively
• Ability to work under pressure to meet deadlines and budgets
• Excellent communication skills with the ability to break down complex ideas and technical language for a non-subject matter expert
• Innovative, demonstrating a proactive approach to finding solutions
• Technical background, familiarity of working in banking / payments
• Develop rapport and build strong relationships with different functions of the Bank.
• Be able to work closely and effectively with both internal and external stakeholders
• Strategic thinker with an analytical mind and strong problem-solving skill
• Focused individual that is personable with good attention to detail
• Good decision making capabilities with a pragmatic approach
• Familiarity with projects and the full lifecycle
• Ability to use initiative, chair meetings and steer/influence discussions
• Good research skills
• Technically-minded
• This role will require comprehensive knowledge of the Mastercard and Visa prepaid product processes

Knowledge and Skill

• Financial Services background and operations experience
• Experience managing direct reports
• Project Management; (PRINCE2 experience a plus)
• Stakeholder experience – i.e. Operations, Compliance, Finance Client Relationships
• Basic technical understanding – API’s, back/middle office systems
• Visa and MasterCard systems experience a plus
• MS 365 (Microsoft Office) and project management tools
• Experience in delivering technical products


• Banking / Payments experience
• Card experience • Prior experience with Visa and/or MasterCard
• Banking Identification Number (BIN) sponsorship knowledge


• Bachelor degree in relevant / applicable subject OR demonstrable experience of 10 years + in similar / equivalent roles
• Prince 2 or other project management certificate

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