Senior Manager, Client Operations

This is a remote position. About Us: Berkeley Payments is a leading payment technology provider specializing in innovative solutions for businesses to manage and process payments seamlessly. We power prepaid card and disbursement programs for some of Canada's largest enterprises, including major banks, payroll providers, and government programs, alongside 400+ generic card programs. We pride ourselves on combining deep payments expertise with modern technology to help our clients launch and scale payment programs that would otherwise take years to build. Role Overview: We are looking for a high-impact Senior Manager, Client Operations to own how Berkeley runs day two and beyond. Implementation gets a program live. This role keeps it running. You will own every inbound channel into Berkeley: client support requests from enterprise program administrators, cardholder support across phone, IVR, email, and chat, and the technical escalations that surface behind both. You will lead the internal support team and the third party providers that extend it, and you will be the single accountable owner for service levels, first contact resolution, and cost to serve. This role sits at the intersection of technical incident management, regulated fintech operations, and enterprise client communication. When a live program breaks, you run the response: you coordinate internal engineering, external processors and issuing banks, and client communication in parallel, then you write and defend the Root Cause Analysis in front of the client. When nothing is broken, you are rebuilding the support layer itself, migrating contact centre infrastructure, deploying Agentic AI and automated workflows, and driving unit costs down while resolution quality goes up. This is not a ticket queue management role. You need enough payments and platform fluency to triage a transaction decline or a PIN retrieval failure without waiting on engineering, and enough operational discipline to run a regulated support function that enterprise clients and their auditors will scrutinise. Key Responsibilities: • Service Level Ownership: Own the operating metrics for the support function end to end, including first contact resolution, average speed of answer, average handle time, backlog aging, SLA attainment, client satisfaction, and cost per contact. Provide a single source of truth on support performance to executive leadership. • Cost to Serve: Own unit cost to serve across the portfolio and drive it down structurally through automation, self-serve deflection, knowledge management, and channel mix, not through service degradation. • Technical Incident Command: Serve as incident commander for production issues affecting live programs. Coordinate internal engineering, external processors, and issuing bank counterparts under time pressure while running client and cardholder communication in parallel. Own severity classification, escalation paths, and status cadence. • Root Cause Analysis: Own the RCA process. Ensure RCAs are technically accurate, delivered inside committed timelines, and defensible when presented to enterprise client stakeholders and their risk teams. Drive corrective actions to closure rather than filing the document and moving on. • Enterprise Operational Partnership: Act as the senior operational point of contact for marquee enterprise accounts, partnering with Client Success, who owns the commercial relationship. You own operational delivery, support performance reviews, and the credibility of Berkeley's answer when a client executive asks what happened and what changes. • Cardholder Support Operations: Own the cardholder experience across all contact channels, including dispute intake and resolution, complaint handling, card replacement and reissue flows, and identity and account access support. Ensure cardholder outcomes hold up under regulatory and network scrutiny. • Vendor and BPO Management: Own the third party support providers and the vendor stack behind them. Set scorecards, run quality assurance and call monitoring, hold vendors to contracted performance, and make the build versus buy versus offshore calls with real numbers behind them. • Support Infrastructure Leadership: Lead the modernization of Berkeley's client and cardholder support infrastructure, including CCaaS, telephony and IVR, ticketing, and knowledge base. Own the Go/No-Go decisions, vendor coordination, and cross functional roadmap for each migration. • AI and Automation Strategy: Design and implement an AI assisted support layer using Agentic tooling and automated workflows. Decide what gets automated, what stays human, and where an AI answer creates regulatory or reputational risk that is not worth the deflection. • Team Leadership: Lead the Client Support and Cardholder Support teams across internal staff and third party providers. Set standards for quality, tone, and technical accuracy. Build the coverage model, on call rotation, and caree...