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Senior Ops LDQ Manager – China

Location: Shanghai, China

Reports to: Regional Operations Head

Department: Operations

About Payoneer:

Payoneer’s mission is to empower anyone anywhere to participate and succeed in the global economy. We are a global community where you’ll work with colleagues worldwide in a hybrid or remote work environment. As an equal-opportunity employer, we value your skills, drive, and desire to impact others positively. If our mission resonates with you and you thrive on solving complex challenges while advancing your career, come realize your potential at Payoneer.

Job Overview:

We are seeking a dedicated Senior Ops LDQ Manager to manage the China Ops policy, training, and quality assurance. This role is crucial in ensuring seamless operations within the China business unit, make sure we deliver compliant and quality KYC and customer support. Meanwhile, the role will be the compliance partner from ops team to work closely with local and global compliance team on the compliance related matters

Key Responsibilities:

Manage end-to-end to process and performance of policy/knowledge base buildup and maintenance, overall quality assurance and training for KYC, B2B, customer support and client service, and act as compliance partner to help China operations team fulfill compliance requirement effectively.

Policy and Knowledge:

• Buildup and update effective and feasible ops policy according to both global and local regulatory requirements, including overall KYC, customer support and client service
• Plan and lead overall knowledge related initiatives

Quality Assurance:

• Buildup robust quality control model and process to ensure China Ops team can deliver quality and complaint KYC, customer support and premium client service
• Ongoingly analyze quality gaps, plan and take effective actions to improve the quality performance
• Produce quality report to board members, compliance controllers and regulators on needs

Training:

• Buildup effective and feasible training plans for new services and changes
• Ongoingly analyze training gaps, plan and take effective actions to improve the training performance

China B2B Solution Support:

• Lead the ongoing China B2B solution initiatives, including knowledge base calibration, training content development, and QA form creation and implementation

People Management:

• Manage and motivate team members to go above and beyond
• Develop talents

Is This You?

10 years exp and experienced in managing cross-functional teams and supporting large-scale operations.

Strong understanding of the China business environment, including B2B solutions.

Proven track record in knowledge management, quality assurance, and training program implementation.

Excellent leadership skills with a focus on operational excellence.

Ability to collaborate with cross-functional teams and drive initiatives in a matrixed environment.

Join Us:

At Payoneer, we offer a world of opportunities for growth and development. If you’re passionate about empowering others and driving operational success, we’d love to hear from you!