Owns customer support cases from initial contact through resolution for high-volume consumer and business customers. Provides empathetic, expert guidance across email and live channels, resolves complex issues, coordinates with KYC and Financial Crime teams, supports retention, de-escalates concerns, identifies customer friction, maintains performance KPIs, and shares recurring trends and process improvements with management.

Leads Central Payment Operations and its transition to a hybrid human-and-AI operating model. Owns operational outcomes including cost, resolution rates, defects, and losses; co-shapes product and engineering roadmaps; ships AI-assisted workflows; establishes evaluation and observability foundations; develops senior leaders; and represents the function across risk, compliance, analytics, quality, training, audit, and executive forums.