About the Role
As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals. From transaction processing to customer service, to driving innovation and launching new products, Elavon builds a range of tailored payment solutions powered by the latest technology.
Job Description
You will lead Partner Operations across Europe, owning the partner relationship and the operational delivery behind it. Alongside this you will lead large European operations teams through senior team leaders, accountable for their performance, capacity and quality. This is a delivery-focused leadership role. You will own the partner experience end to end – performance, escalations, service standards and operational output – set clear targets and deliver them. You will be the senior escalation point for the function across Europe, working closely with Business Development, Product, Technology and Risk & Compliance.
Key Responsibilities
•Own the performance of Partner Operations and the European operations teams that deliver partner and merchant processing and deliver against agreed strategic targets.
•Set the direction and roadmap for the area, in line with the wider Operations strategy and business needs.
•Hold full accountability for SLAs and KPIs, with a strong focus on service delivery and the partner and merchant experience.
•Own partner governance – performance reviews, service standards, action plans and follow-through.
•Act as senior escalation point for significant partner issues, fixing root causes rather than symptoms.
•Own capacity planning, forecasting and workload allocation to protect service levels across all markets, and build the flexibility to support business growth and new partner relationships.
•Drive daily performance management – clear targets, visible reporting and quick action where performance slips – and track and reduce errors and rework.
•Champion an automation first approach, simplifying processes and controls and removing waste.
•Work with Product and Technology on system changes, releases and new market or partner launches, making sure the teams are ready before go-live.
•Maintain a strong risk and control environment, with documented, reviewed and approved procedures that meet audit requirements.
•Present performance, risks and plans to senior leaders with clear, data-driven updates, and flag delivery risks in advance.
•Lead, coach and develop managers, team leaders and experienced specialists, and build an inclusive, high-performing and accountable team.
Required Knowledge, Skills & Experience
•Minimum 5 years of people leadership, including leading managers or senior team members.
•Proven experience managing partner, client or third-party relationships, including performance and escalation management.
•Experience leading operational teams with SLA, quality and volume accountability, including capacity planning and forecasting.
•A track record of owning and delivering strategic targets, and of driving change with a strong bias towards automation and digitisation.
•Strong communication and stakeholder skills, including presenting to senior leaders.
•Strong analytical skills, using data and dashboards to drive decisions.
•Knowledge of card acquiring, payments or financial services, and of partner and merchant onboarding processes.
•Fluent English.
This role requires working from a U.S. Bank location three (3) or more days per week.
Total Rewards
U.S. Bank offers a market-competitive compensation package that includes:
•Clearly defined salary ranges aligned with industry benchmarks and internal equity standards.
•Performance-based incentives for eligible employees (as defined by relevant plan rules), awarded through transparent, objective criteria that recognize both individual and company performance.
•Inclusive equitable benefits accessible to all employees, focused around three main pillars: financial wellbeing, health & wellness.
•Continuous development opportunities including training, education support, and career progression pathways.
•Employee recognition programs that celebrate achievements and milestones for all.
Further details of the compensation package will be provided upon application.
