What’s the opportunity?

• Be the regional Business Continuity Lead for Payins, owning operational resilience strategy, incident response leadership, and continuity planning across EMEA, aligned to global standards and local execution needs.
• Elevate continuity outcomes for merchants by coordinating people, processes, and platforms, and by partnering with processors, acquirers, card schemes, APM providers, and issuers.
• Translate the global BCMS into regional plans (policy, BIA, RTO/RPO, testing) to minimize disruption, reduce recovery time, and improve processor SLA adherence.
• Drive measurable impact on uptime, incident resolution time, root-cause closure quality, and stakeholder communications across time zones.

What will I be doing?

• Lead end-to-end incident response across EMEA: triage, escalation, containment, communications, recovery, and post-incident reviews with clear ownership and SLAs
• Own regional continuity governance: maintain BIA, set and track RTO/RPO, run test exercises, publish learnings, and ensure ISO 22301-aligned improvements to the BCMS
• Coordinate with partners (processors, acquirers, card networks, APMs, issuers) to remove operational blockers, ensure redundancy and failover readiness, and reduce impact during partner incidents
• Assure merchant continuity: readiness checks for go-lives, hypercare, risk controls for new payment flows, and clear escalation pathways for CS/AMs
• Direct root-cause analysis (RCA) and documentation (e.g., Jira), track corrective actions, and institutionalize learnings across markets
• Drive metrics and reporting: incident volume, average time to resolve, processor SLA adherence, % traffic affected, communications timeliness, test coverage, and RCA completion
• Lead and develop the EMEA Business Continuity team (Managers/Specialists/Associates): hiring, coaching, prioritization, and performance management
• Partner cross-functionally with Ops Engineering (uptime/latency/alerts), Ops Support/IRM (systemic incidents, refunds, end-user), Global Partners & Enablement, and Global Initiatives to align fixes, automation, and standards
• Engage with Risk, Compliance, Product, and Technology to embed continuity requirements into platform roadmaps and ensure regulatory readiness

What skills do I need?

• 6–8+ years in payments/fintech operations or business continuity, including incident management and partner/processor engagement
• Deep understanding of payment operations and ecosystem (processors, acquirers, card schemes, APMs; credentials, routing, settlement, reconciliation)
• Demonstrated incident leadership across time zones with strong stakeholder management and executive communications
• Working knowledge of ISO 22301, BIA, RTO/RPO, PDCA, and continuity testing practices
• Data-driven mindset; proficiency with Sheets/Excel; familiarity with ticketing and documentation tooling (e.g., Jira); BI/SQL a plus
• Strong problem-solving, prioritization, and ownership under pressure; ability to coach and lead teams
• Excellent written and verbal communication; fluency in English (additional languages a plus)