B2B Partner Operations Specialist — Fintech (Remote)

European Payments Initiative (EPI); Netherlands; A distancia; EUR 65.000 - 95.000; Jornada completa

Descripción de la vacante

European Payments Initiative (EPI) is seeking a B2B Partner Operations Specialist to act as the trusted operational partner to member banks and payment partners. You will manage relationships, own cases, analyze data, and support onboarding while collaborating across teams to improve our product and service quality.

You will work in a remote-first setup, regularly aligning with teams and conducting quarterly in-person meetings from your base country, ensuring timely, high-quality support and

Formación

• 3+ years of experience in a B2B partner support, or client-facing operations role.

Responsabilidades

• Service Relationship Management: primary relationship contact for assigned member banks, PSPs, and other B2B partners; build and maintain trusted, long-term relationships.
• Case Management & SLO Ownership: manage support cases through Jira Service Desk with timely follow-up and resolution; identify recurring themes and drive root-cause resolution.
• Data Analysis & Performance Reporting: analyze support data, incident trends, and KPI reporting using Databricks; present insights to stakeholders and members.
• Member Bank Communication & Advisory Lead: proactive/reactive communication during incidents and service changes; advise on improvements and support implementation.
• Issue Escalation & Resolution: serve as a reliable contact for complex issues; escalate and resolve with care; keep banks informed during Major Incidents.
• Cross-functional Collaboration: work with second- and third-line teams to improve product functionality and user experience; feed improvements.
• Operational Onboarding: support onboarding of member banks; manage RBAC access rights for secure operations.
• Knowledge Sharing & Quality: maintain knowledge base with lessons learned and best practices; streamline processes.

Herramientas

Jira Service Desk

Databricks

Descripción del empleo

European Payments Initiative (EPI) is seeking a B2B Partner Operations Specialist to act as the trusted operational partner to member banks and payment partners. You will manage relationships, own cases, analyze data, and support onboarding while collaborating across teams to improve our product and service quality.

You will work in a remote-first setup, regularly aligning with teams and conducting quarterly in-person meetings from your base country, ensuring timely, high-quality support and