Director, Merchant & Partner Servicing - BPL

Director, Merchant & Partner Servicing - BPL Overview / Job Summary

Own the service. Lead the experience. Drive growth through operations. Barclaycard Payments Limited is building a standalone, customer first payments business designed for pace, growth and long term sustainability. This role will lead how we serve and retain our merchants and partners, owning the end to end servicing experience across the lifecycle and ensuring delivery of simple, reliable and scalable support that drives both customer outcomes and commercial value.

Purpose of the Role

Lead and run Merchant & Partner Servicing, accountable for delivering consistently excellent customer outcomes across all channels while building a modern, efficient and scalable servicing operation. Balance running today's business with transforming for the future, embedding new capabilities, improving performance and enabling growth.

Key Accountabilities

• Own the end to end servicing experience across digital, telephony and partner led channels, driving consistency, quality and resolution across all touchpoints including complaints.
• Embed clear ownership of customer resolution, evolving services and enabling growth and retention.
• Deliver best in class service performance across resolution, customer satisfaction and efficiency, using data led KPIs to drive improvement, reduce cost to serve through simplification and automation, and build a scalable model to support significant growth.
• Lead the embedding of a multi year transformation agenda into live operations, partnering with Transformation & Change, Product, Technology and Operational Readiness to launch new products, implement platforms and develop agentic AI.
• Lead a multi layered servicing organisation, setting clear direction and expectations while building a high performance culture, developing leaders and ensuring effective workforce planning, productivity and delivery quality.
• Ensure strong adherence to regulatory requirements and internal policies by embedding robust risk and control practices, proactively identifying and addressing risks, and balancing customer outcomes with safe, compliant growth.
• Partner closely with Sales, Product, Technology, Risk and Transformation to align servicing to business strategy, influencing senior stakeholders and acting as the lead voice for customer and operations in key strategic forums.

Skills and Experience

• Deep operations leadership experience in payment acquiring, FinTech and e pay.
• Strong transformation and digital enablement experience.
• Experience in risk and control environments.
• Strong stakeholder influencing skills.
• Commercial and customer focus.
• Coaching, developing and maturing the culture of operations.

Success looks like

• Consistently strong customer outcomes across all servicing channels.
• Measurable improvement in NPS, resolution times and first contact resolution.
• Continuous improvement of complaints root cause process optimisation and ongoing effective management of new and aged complaints.
• Clear reduction in cost to serve through digital and automation.
• Seamless embedding of new products, platforms and capabilities into live operations.
• A scalable, resilient servicing model supporting future business growth.
• A high performing, engaged servicing organisation with strong leadership depth.

Why this role

A pivotal leadership role at the heart of a newly formed payments business, shaping how we serve merchants and partners at scale through a modern, customer first servicing model. This is a rare opportunity to lead a critical function end to end, with real scope to shape the operating model, influence strategic decisions and improve customer and commercial outcomes.