Mellon Technologies, part of the Mellon Group of Companies, is a leader in providing comprehensive technology and business solutions to financial institutions and organizations across the globe. Join our dynamic team and drive innovation in the rapidly evolving payment technology sector.
We are seeking an experienced and highly organized Operations Manager to oversee and coordinate the operational performance of Mellon’s electronic payments acceptance activities, including the provision of EFTPOS, software applications, support and maintenance services, and value-added services (VAS) to Customers of Mellon Group in Greece and abroad.
In this key role, you will ensure seamless collaboration across all Business Lines (Service, Call center, Software development) or internal functions (Finance, IT, Legal, HR) and drive operational excellence through data-driven decision-making, process discipline, and continuous improvement.
You will also design, implement or optimize cross-BLs & Functions operational frameworks and standard operating procedures (SOP) that enable the rollout of new products and services for our clients — Acquirers, NSPs, and Merchants — or in collaboration with third-party partners offering value-added or complementary business services to Mellon’s customers.
This is a senior role for a professional who thrives in structured environments, enjoys building alignment across teams, and combines analytical thinking with strong execution skills.
Key Responsibilities
- Oversee daily and strategic operations across all Business Lines supporting electronic payments acceptance.
- Ensure end-to-end process alignment, clear responsibilities, and operational governance across teams.
- Set up and coordinate cross-functional operational frameworks for the rollout of new services, features, or third-party integrations.
- Define, monitor, and report on operational KPIs and SLAs per Business Line or activity (e.g., field services, software development, repairs, logistics, call center) to ensure transparency, shared understanding, and continuous improvement in service quality across the organization.
- In collaboration with the Finance Department, correlate operational efficiency and quality indicators with financial data to enable joint monitoring of cost and performance, supporting continuous optimization and value creation.
- Lead process optimization and automation initiatives to enhance efficiency, consistency, and visibility.
- Manage incident escalation and resolution, ensuring thorough root-cause analysis and effective corrective actions.
- Draft and coordinate official responses to client complaints, issues, or incidents that have been escalated to senior management and require formal company communication.
- Participate in audits conducted by clients or third parties, representing the operational perimeter and ensuring readiness, transparency, and compliance.
- Support Business Lines with operational planning, reporting, and executive presentations related to performance and service quality.
- Collaborate closely with Business, Sales Operations, Finance, Business Lines, and cross-functional teams to align operational capabilities with strategic business goals.
- Be willing and flexible to travel across the markets where Mellon operates, to oversee operational performance and strengthen local collaboration.
Requirements
- >7 years of experience in operations management within payments, fintech, or technology services.
- Strong understanding of EFTPOS operations, merchant acquiring, and the service lifecycle of payment solutions.
- Proven ability to coordinate multi-departmental teams and implement cross-functional operational processes.
- Demonstrated experience managing KPIs, SLAs, and performance reporting frameworks.
- Strong problem-solving and decision-making skills, with the ability to adapt quickly to change and lead teams through transformation.
- Agile mindset — capable of driving results and making things happen efficiently, with minimal but effective communication and clear alignment across stakeholders.
- Excellent interpersonal, communication, and stakeholder management skills.
- Fluency in English.
Benefits
- Opportunities for development within a high-technology work environment
- Multinational workplace culture
- Competitive compensation package
- Pleasant, modern, and friendly working environment
- Private health insurance coverage
Why Join Us
For more than 30 years, Mellon Group has been powering the future of payment acceptance across Southeastern Europe.
You will join a dynamic environment where technology, operations, and innovation converge to deliver exceptional value to banks, acquirers, and merchants.
If you are ready to shape how payment operations are built and delivered, we’d love to meet you.
Skills Required
- >7 years of experience in operations management within payments, fintech, or technology services
- Strong understanding of EFTPOS operations, merchant acquiring, and payment solution service lifecycle
- Proven ability to coordinate multi-departmental teams and implement cross-functional operational processes
- Experience defining, monitoring, and reporting KPIs and SLAs and managing performance reporting frameworks
- Experience in process optimization and automation initiatives
- Incident escalation, root-cause analysis, and corrective action management experience
- Ability to draft and coordinate formal responses to escalated client complaints and participate in client/third-party audits
- Agile mindset with strong problem-solving and decision-making skills
- Excellent interpersonal, communication, and stakeholder management skills
- Fluency in English
- Willingness and flexibility to travel across Mellon operating markets
What We Do
Mellon Group of Companies, established in 1994 and headquartered in Piraeus, Greece, is a leading multinational organization providing comprehensive technology solutions, contact center services, and business process outsourcing. With a presence in over 11 countries, the group specializes in payment technologies, retail banking software, and hardware solutions. They partner with technology leaders to facilitate secure transactions and interactions for financial institutions, retail chains, and public sector organizations across Central and SE Europe.
