Senior Merchant Operations Manager (Fintech)

TL;DR

Senior Merchant Operations Manager (Fintech): Strengthening Merchant Operations across Europe, ensuring smooth execution of onboarding operations, process governance, and cross-functional alignment with an accent on defining, building, and owning operational dashboards and KPIs to drive data-driven decision-making and continuous improvement. Focus on managing end-to-end Merchant operational workflows, optimizing processes for scalability and regulatory alignment, and ensuring consistent, high-quality onboarding outcomes.

Location: Hybrid in Iraklio, Greece

Company

Delivery Hero Payments S.A., a licensed Payment Institution based in Greece, delivers fintech solutions tailored to the needs of affiliated EU marketplace platforms across the Delivery Hero Group.

What you will do

• Manage end-to-end Merchant operational workflows across all European markets, ensuring consistency, compliance, and efficiency.
• Act as the primary operational bridge between Product, Due Diligence, Compliance, and cross-functional teams.
• Define, maintain, and own operational SLAs and KPIs, and build/improve operational dashboards to drive data-driven insights.
• Design, refine, and optimize Merchant onboarding processes for scalability and regulatory alignment.
• Own operational documentation, ensuring processes, flows, and SOPs remain accurate and up to date.
• Monitor operational quality, support root-cause analysis for failures, and escalate risks with mitigation proposals.

Requirements

• Minimum 3-4 years of experience in Operations, KYB/KYC, Compliance Operations, or Project Management.
• Strong understanding of operational processes, tools, and operational frameworks.
• Proven ability to manage cross-functional stakeholders in complex environments.
• Strong process-thinking mindset: able to map, structure, optimize, and document operational flows.
• Experience working with CRM and onboarding tools.
• Analytical mindset with experience interpreting operational KPIs, SLAs, and quality metrics.
• Fluent English is a must.

Nice to have

• B.S degree in Finance, Management, Computer Science, Data Science, or any other relevant field.

Culture & Benefits

• Attractive remuneration package.
• Ticket restaurant card.
• Private Medical & Life Insurance from day #1.
• Access to an online training platform for personal and professional growth.
• Cafeteria and in-house gym; remote fitness sessions available.
• Opportunity to grow professionally in a fast-growing multinational company.