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Manage day-to-day merchant communications, systems maintenance, and operational support. Coordinate continuous improvement initiatives, maintain forms and distribution lists, prepare reports, resolve tier-1 merchant issues, and act as escalation bridge to senior leadership while supporting cross-functional operations.

Lead development and monitoring of statistical and predictive models for B2B credit and fraud risk, pricing, and profitability. Cleanse and analyze internal and external data, produce portfolio risk reports and KPIs, communicate insights to executives, support Engineering/Product and data scientists, and build a consistent Model Development Framework.

Lead global customer experience for the Three Rivers portfolio, managing BPO vendor, Premier Services (in-house), and New Client Launch. Set strategy, KPIs (CSAT, NPS, SLA adherence), optimize costs, ensure quality and handoffs between teams, recruit and develop leaders, and partner with Account Management, Product, and Technology to drive continuous improvement and operational excellence.

Provide timely, professional phone and email support for billing, invoicing, payments, disputes, and account issues. Meet SLAs/metrics, document interactions in CRM, de-escalate and escalate when needed, proactively contact customers, collaborate on process improvements, and complete required training.

Create and govern SOPs, job aids, LMS curriculum, and knowledge-base content to ensure accurate, compliant operational execution; manage documentation lifecycle, measure content effectiveness, and partner with Product, Risk, and Operations SMEs.

Review manual ("grey area") small business credit applications across countries, assess fraud and creditworthiness, make and document credit limit decisions within policy, interact with customers, mentor junior team members, and contribute to policy and ad-hoc credit projects.

The Business Development Manager is responsible for acquiring new enterprise clients, owning the full sales cycle from prospecting to contract execution, and engaging C-level decision-makers to close complex B2B payment solution deals.