• Supervise daily operations of the NAF Admin, OTR Admin, and Direct Debit teams • Ensure timely and accurate processing of tasks in alignment with company policies and regulatory requirements • Monitor team compliance with operational procedures, internal controls, and applicable regulations • Identify operational risks and escalate issues to the manager as appropriate • Serve as the primary point of contact for escalations and critical client/partner issues • Track team performance metrics and ensure alignment with departmental goals and service level expectations • Manage workload distribution, schedules, and resource allocation across teams • Identify opportunities for process improvement and recommend solutions to the manager • Lead implementation of workflow enhancements and operational efficiencies • Collaborate with cross-functional teams to streamline processes and support departmental initiatives • Maintain and monitor KPIs and metrics to ensure service quality and operational effectiveness • Ensure adherence to operational controls, compliance requirements, and internal policies • Maintain accurate records and documentation to support audits and regulatory standards • Support cross-functional collaboration to ensure smooth operations • Proactively identify and embrace opportunities to integrate AI and automation technologies into operational processes • Lead, mentor, and coach team members to ensure high performance and engagement • Conduct performance reviews, provide regular feedback, and support performance management processes • Identify skill gaps and develop strategies to build operational bench strength and succession planning • Support onboarding and training for new team members, including process documentation and knowledge transfer