Head of Operations

About Everfield 

Everfield buys, builds, and grows European vertical market and specialist software companies, providing them with the tools they need to move to the next level. Our mission is to foster ambition, fuel growth, and unlock opportunities for Europe’s software ecosystem.  

Companies in the Everfield ecosystem follow a decentralised model, maintaining their team, brand, and offices, while focusing on what they do best - building products and supporting customers. Everfield provides support in talent acquisition, HR, and access to a team of experts in building and growing European B2B SaaS companies who consult on financial and operational topics. Founded in 2022, Everfield has an ecosystem presence in 7 countries, and growing.  

Everfield Payments are an ambitious and innovative embedded payments business working inside a company that buys, builds, and grows European vertical market and specialist software companies, providing them with the tools they need to move to the next level. Our intention is to transform the way Independent Software Vendors (ISVs) integrate payment acceptance into their solutions. With a small but rapidly growing team, we are focused on delivering exceptional, scalable payment solutions tailored to the needs of the European market. 
 

The Role 

As the Head of Operations, you will provide management, leadership and vision to ensure the organisation meets its short-term and long-term objectives. You will help build enduring processes and policies and a company culture that strengthens operational efficiency and generates revenue. 

 
What you will do: 

• Collaborate with multiple business units, including Finance, Product and Technology to ensure operational efficiency 

• Manage terminal logistics - terminal stocks, fulfilment, stock forecasts, terminal replacement programmes and process between Everfield HQ and its portfolio companies 

• Provide implementation support via a unified process that disseminates through the organisation, define boarding processes for new portfolio companies including a 'Payments Bootcamp'  

• Evaluate and maintain operational performance through KPIs, including customer satisfaction, NPS, onboarding timeline targets, as well as developing recommended strategies to improve results 

• Define improvement plans and policies that progress and promote company vision and culture 

• Stand up and maintain call centres and customer support teams to deliver on KPIs, taking into account the structure of Everfield and its group companies 

• Manage Complaint Teams and ensure all complaints adhere to Regulatory and Scheme Compliance standards 

• Manage real-time issues and follow up downstream impacts of system outages  

• Resolve internal failures / issues raised by internal audit  

• Coordinate centrally managed relationship management teams, collections teams and customer retention teams 

• Staff Training  

• Operational Resilience, Disaster Recovery and Business Continuity Planning 

• Identifying and hiring teams within the scope of operations 

• Collaborate with management and other colleagues to deliver business-expanding strategies and promote a culture of continuous improvement 

• Manage the FinOps process to cover adjustments (goodwill), data entry for changes (bank account, scheme reconciliation / merchant payments / settlement) 

 
What we are looking for: 

Key requirements 

• Experience setting up and managing call centres 

• Strong communication, stakeholder management, and problem-solving abilities 

• Proven experience in operational roles, including leading a team across Europe 

• Implementation of best practices to optimise efficiency and maintain a high standard of service 

• Ideally have experience of running operations in a decentralised fashion mirroring the structure of Everfield 

Desirable experience 

• Experience working within a fast-growth software company and leading a team to success 

• Experience setting up a new team 

• Proven experience in card operations and clearing processes, ideally within the banking or financial services sector 

• Experience of managing a technical Operations team to deliver customer excellence 

• Understanding of regulatory frameworks, including PCI DSS, AML, and fraud detection/prevention 

• Use strong experience to drive Card Operations forward for Everfield - Cards & Clearing Scheme rules 

• Strong communication and stakeholder management abilities 

• A proactive and problem-solving mindset with a focus on delivering exceptional client service 

• Experience in payments including the management of terminals and physical logistics is a plus 

• Relevant certifications (e.g., ACI, CAMS) are a plus