This is Worldline

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Opportunity

The Head of Service Management & Quality is responsible for defining, governing, and continuously improving service standards, operational quality, and performance across the organization.

Day-to-day responsibilities

Service Standards & Quality Governance

• Define, implement, and maintain service standards, KPIs, and quality metrics aligned with business objectives.
• Establish governance frameworks to monitor service performance, compliance, and customer experience.
• Lead regular service reviews to ensure adherence to defined quality benchmarks.

Quality Assurance & Risk Management

• Conduct quality audits, compliance assessments, and gap analyses across operational processes.
• Identify risks, root causes, and improvement opportunities; drive corrective and preventive actions.
• Ensure alignment with internal policies, regulatory requirements, and best practices.

Industrialization & Process Optimization

• Lead industrialization initiatives to standardize, automate, and optimize operational processes.
• Drive efficiency, scalability, and cost-effectiveness through process redesign and automation.
• Partner with technology, operations, and transformation teams to implement sustainable solutions.

Incident & Escalation Management

• Own the end-to-end management of incidents, major issues, and service escalations.
• Lead root cause analysis (RCA) and ensure corrective actions are implemented and tracked.
• Promote a culture of continuous improvement and proactive risk mitigation.

Documentation & Knowledge Management

• Develop, maintain, and govern Standard Operating Procedures (SOPs), work instructions, and process documentation.
• Ensure documentation is up to date, accessible, and aligned with operational practices.
• Support training and onboarding through structured documentation and knowledge transfer.

Reporting & Stakeholder Management

• Provide regular operational performance reporting, dashboards, and insights to senior leadership.
• Support cross-functional collaboration with operations, IT, compliance, and transformation teams.
• Act as a key contributor to enterprise-wide industrialization and continuous improvement initiatives.

Key Competencies & Skills

• Strong expertise in service management, quality frameworks, and operational excellence
• Proven experience leading industrialization and process optimization initiatives
• Strong analytical and problem-solving capabilities
• Excellent stakeholder management and communication skills
• Experience with KPI frameworks, audits, and continuous improvement methodologies (Lean, Six Sigma, ITIL, etc.)

Who Are We Looking For

We look for big thinkers. People who can drive positive change step up and show what’s next – people with passion, a can-do attitude, and a hunger to learn and grow. In practice, this means:

• Bachelor’s or Master’s degree in Business, Engineering, Operations, or a related field
• Relevant certifications (e.g., ITIL, Lean Six Sigma, PMP) are an advantage
• Demonstrated experience in managing complex service environments

Perks & Benefits

At Worldline, you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Private medical & life insurance
• MyBenefit Platform
• Holiday allowance
• Referral program
• Public transportation allowance
• Meal allowance
• Annual bonus

Shape the evolution 

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, a can-do attitude, and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on society. With an empowering culture, strong technology, and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more about life at Worldline at jobs.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics. Pursuant to the Article 24 sec. 6 of the Act of 14 June 2024 on the protection of whistleblowers, we inform you that Worldline Financial Services (Europe) S.A., a joint-stock company, Branch in Poland (hereinafter referred to as Worldline) is governed by the Regulations on the receipt of internal reports and taking follow-up actions (hereinafter referred to as the Regulations). 

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