Director – Payment Services Support & Onboarding

At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Group, PayPal and Stripe to access new markets, connect with more customers, and accelerate their growth.

Our strength lies in our diverse global team with 50+ nationalities and 10+ international locations- all united around one goal – to deliver the best possible products and services to our partners and customers. While our company mission is to keep innovating global commerce, our internal mission is to #chooseaction, #beopen, #thinkcustomer, #gofurther and #wintogether

The Purpose:

We are seeking a highly motivated and experienced Director – Payment Services Support & Onboarding to join a fast-growing, dynamic payments organisation with a global footprint. This role presents a unique opportunity to build and shape the Payment Services Support and Merchant Onboarding functions, ensuring operational excellence and world-class client experiences. As a key leader, you will be responsible for designing scalable processes, driving innovation, and setting the foundation for future growth in a rapidly evolving payments landscape. With a global remit, you will oversee teams across multiple regions, (Mexico City, Munich and Singapore) collaborating with cross-functional stakeholders to enhance service delivery and optimise operational efficiency.

• Team Leadership & Development: Provide strategic leadership to a globally distributed team, including sub-managers and specialists across Payment Services Support and Merchant and PSP Onboarding. Foster high performance, engagement, and professional growth, while also providing strong local site leadership in Mexico City
• Operational Excellence: Oversee the seamless execution of payment services support and onboarding activities across multiple regions, ensuring high service levels and strict adherence to internal and external SLAs
• Stakeholder Collaboration: Partner with global and regional teams across Payment Partnerships, Sales/Account Management, Product, Engineering, Risk, Treasury, and other functions to enhance service quality and drive operational efficiency. Support the local team in Mexico City to align regional operations with global objectives
• Process Optimisation & Scalability: Drive continuous improvement, automation, and scalability initiatives within onboarding and support operations to support the company’s global growth
• Client Experience & Issue Resolution: Ensure swift and effective resolution of complex client issues, enhancing satisfaction across diverse markets and ensuring a seamless onboarding and support experience
• Data-Driven Decision Making: Leverage analytics and key performance indicators (KPIs) to track performance, identify trends, and provide actionable insights to senior leadership on a global and regional scale
• Regulatory & Compliance Alignment: Ensure compliance with global and regional industry regulations, Payment Scheme rules, and risk management policies, maintaining best practices in payment processing and client (merchant/PSP) onboarding

• Experience: Minimum 7 years of experience in payments, fintech, or financial services, with at least 3 years in a leadership or management role
• Industry Knowledge: Strong understanding of global domestic and cross border payment processing, Cards (VISA / Mastercard) local payment methods globally  merchant onboarding, and operational support functions
• Leadership Skills: Proven ability to manage, mentor, and develop high-performing teams across multiple functions
• Problem-Solving Mindset: Hands-on approach to resolving challenges, optimizing processes, and driving operational efficiencies
• Collaboration & Communication: Excellent stakeholder management skills with the ability to work cross-functionally and present insights to senior leadership. Ability to communicate to Customers at varying levels of seniority
• Technical Acumen: Familiarity with payment processing platforms, onboarding systems, and operational workflows
• Languages: Fluency in English and Spanish is required, Portuguese is a plus
• Location: Based in the Mexico City area and willing and able to work from the office 3 days a week

What's in it for you?:

Hybrid working - We offer a hybrid structure with a 3 days / week on site expectation, so you can strike the balance between office and home working. In addition to our 10-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per year

Meal vouchers-  SiVale - MXN 3000 per month - Enjoy a moment of conviviality and a good and balanced meal thanks to your meal vouchers.

Insurance- Because better safe than sorry - we want our employees to benefit from  various insurances including major and minor health insurance (including dental insurance) + life insurance and travel insurance.

Enhance Family Leave - We understand the importance of family - that's why we offer enhanced family leave to support you during key life moments.

Professional and personal development - We provide leadership cafes, on-the-job    training, and access to LinkedIn learning to help you gain knowledge beyond your role.We also offer you english classes!

Gym membership - PPRO helps contribute towards the costs of your gym membership, supporting your physical fitness journey while easing the burden on your wallet

Mental Health Platform - We’ve teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more

Our office is in a WeWork building nearby Angel de la Reforma, surrounded by mall shops and places where you can have a nice lunch. In the building you'll find space enough for meetings with your team, private spaces for confidential calls, a nice terrace, open coffee bar and other amenities.

As long as you can take good care of them, the offices are pet-friendly.

Our Principles: 

We get things done: We are courageous; we take ownership, make decisions and get things done.

We act with trust and integrity: We listen first and challenge respectfully. We seek out and leverage diverse perspectives. We welcome and offer honest and open feedback, always assuming positive intent

We put the customer first: We are laser focused on delivering outstanding outcomes for our customers. We put the customer at the heart of what we do.

We make things better: We boldly explore  new ideas and have an unwavering commitment to continuous improvement.

We work as a team: We collaborate closely and value team success over individual achievement.