Job Description

Key Responsibilities & Accountabilities

• Supervise day-to-day operations in the customer services department including hiring, training, and performance management.
• Weekly preparation of team operations meeting reports to include clear KPIs
• Manage cost and efficiency within the department including workflow and process enhancement.
• Troubleshoot customer tech related queries and liaise with technical department where necessary
• Manage the card allocation team including packing and distribution and ensure it is efficient and cost effective
• Monitor daily transactions within the system and help to identify suspicious transactions.
• Manage and create effective customer service procedures, policies, and standards.
• Work with the product development team to ensure that products and services are designed with the customer in mind.
• Must have experience in messaging support which is the primary channel and how to organize the support channels via messaging software i.e. Zendesk, Fresh-Chat.

Key Competencies

• Systematic Approach
• Highly analytical
• People Management
• Autonomy
• Extremely tech savvy in terms of knowledge of various software used within a customer service environment
• Proficient in excel
• Knowledge of KYC processes and transaction monitoring highly preferred
• Excellent communication and interpersonal skills

Key Requirements

• Grade 12 or equivalent (Essential)
• Related tertiary degree - Business Management, Information Systems or related field
• 6 to 8 years Proven experience in managing a team within customer service including messaging support.
• 6 to 8 years Experience in FinTech/Financial industry (highly desirable) with in-depth understanding of trends and technologies/systems

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