🌍 About the Company

The client provides EFT POS terminal and transaction routing solutions. The company operates as a Terminal Service Provider and payment technology consultant across the Baltic States and other international markets. Its services support the operation and development of payment terminal infrastructure.

💼 About the Role

As Head of Terminal Services & Customer Operations, you will own terminal lifecycle management, service delivery, and customer experience strategy. You will lead operational teams, improve service processes, and oversee the onboarding, deployment, maintenance, and support of EFT POS infrastructure. Your work will directly influence operational efficiency, service quality, and long-term client relationships.

🔍 Responsibilities

• Define and execute the terminal service delivery strategy in line with growth and efficiency targets;

• Lead end-to-end payment terminal operations, including POS deployment, maintenance, integrations, and lifecycle management;

• Maintain payment infrastructure stability, high availability, and operational resilience;

• Establish and improve operating models, control frameworks, and service governance standards;

• Ensure compliance with SLAs, operational KPIs, and service quality requirements across technical support and field operations;

• Own incident, problem, and change management processes to reduce downtime and operational risk;

• Launch and scale new terminal services, operating processes, and support models;

• Manage relationships with business clients, technology partners, and service providers;

• Prepare and present performance, incident, and service quality reports to senior management;

• Lead and develop a ~12-person team across technical support and operations.

🎓 Requirements

• 5+ years of experience in payments, FinTech, banking, or IT services;

• Proven experience managing payment infrastructure, POS terminals, or Terminal Service Provider operations;

• Strong experience leading technical or operational teams;

• Hands-on experience implementing new services, operating frameworks, or process improvements;

• Solid understanding of SLA management, service governance, and operational KPIs;

• Experience with incident, change, and problem management in mission-critical environments;

• Strong stakeholder management and cross-functional collaboration skills;

• Fluent written and spoken English and Russian.

🤝 Key Competencies

• Operational leadership and accountability for results;

• Ability to make informed decisions in mission-critical service environments;

• Clear communication with clients, partners, technical teams, and senior management;

• Commitment to developing team capability and performance.

✨ The Employer Offers

• Direct influence over payment infrastructure performance and service quality;

• €3,700 – €4,500 gross monthly salary;

• Performance-based bonus linked to agreed KPIs and company results;

• Private health insurance after six months of employment;

• Professional autonomy and ownership of operational decisions;

• Opportunity to shape processes, systems, and team structure.

If you are ready to lead mission-critical payment operations and develop a high-performing service organisation, apply to discuss the role.