Global Merchant Relations & Operations Manager

eviivo is an award-winning, cloud-based booking and property management platform. We help independent accommodation providers showcase their properties, manage their reservations, and connect with guests.

Its flagship product, eviivo suite, aims to provide hoteliers and hosts with a convenient all-in one

solution that makes it easy for them to manage online bookings, guests and travel agencies. Today, eviivo's customer base consists of 30,000 small independent B&Bs, Guesthouses, Vacation Rental Owners and Hotels using eviivo suite day-in day-out to run their business.

We operate in the UK, Ireland, France, Spain, Portugal, Italy, Germany and North America.

Responsibilities

eviivo Payment Manager is fully integrated with eviivo Suite, and provides customers with two options, both Level 1 PCI-DSS compliant:

• eviivo Settlement Service is a trust-accounting based payments service that enables customers without a merchant account to process payments and receive monthly payouts from eviivo, for a blended percentage fee;
• eviivo Gateway allows customers to connect their own merchant account to eviivo Suite, with payouts and fees subject to agreement with their own bank.

You will be responsible for ensuring the efficient and effective operations of all merchant-related services.

Relationship management and stakeholders

• Managing operational relationships with our gateway and payment providers (Worldline Europe (Ingenico), Paypal, Stripe, Worldline USA, Card Connect, Intuit)
• Working with the Executive team, Finance, R&D, Customer Support, Client Activations, Account Services, Partnerships and other internal departments to define eviivo's payment strategy, identify process improvements, resolve issues, and generally ensure the smooth operation of our payment services
• Working directly with customers and customers' merchants to identify and resolve issues

Payment services operations

• Staying well-versed in latest payment standards and regulations (PCI-DSS, 3DS2)
• Producing and maintaining internal documentation and external collateral to facilitate the efficient on-boarding of new customers, the on-boarding of new gateways and payment service providers, and the resolution of payments-related queries by Support, Activations, and other staff, reducing the need for escalations
• Ensuring the finance team is engaged in case management and resolution of payments-related cases
• Oversee (potentially with direct staff management responsibilities to be confirmed) eviivo's financial KYC policies and processes for onboarding new customers
• Working with the R&D team on any releases that might impact the finance team and ensure any bugs that impact the payments area are discussed and resolved in time. Manage escalations of payment queries and keep up to date with eviivo software + ecommerce sector;
• Analysing and reporting on gateway / acquiring costs, and other ad hoc reporting as may be required from time to time.

About You

• Required experience: 3-5 years working in a payment operations or payment services role, either in a PSP environment or within a high-volume multi-currency payment environment with exposure to multiple payment partners
• Have worked across international environments, with at least experience in the UK, EU and USA
• Highly analytical, and with a data-driven mindset
• Commercially astute with good numeracy skills and attention to detail
• High energy, driven and passionate about execution and delivery, with a sense of pace
• Calm under pressure and self-motivated to meet targets
• Excellent time management and organisational skills
• Customer-focussed and outcome-focussed attitude

What The Company Offers

• Permanent full-time role
• 25 days holiday per year, plus statutory bank holidays
• Private healthcare, pension, and EAP
• Role based remotely from the UK with ad-hoc travel to the office
• Flexible working policy
• Regular training & meetings to support your development
• eviivo prides itself in an open highly diverse culture, where what matters is not who you are, but what you can do or learn, to help the company move forward!

To apply for this position please email our HR team with a copy of your CV and the job title in the subject line.