Job Description
We are seeking a highly motivated and experienced Team Leader to manage a team of four Back Office Advisors. The successful candidate will oversee card management, operations, customer care, reporting, onboarding of merchants, and training. This role requires strong leadership skills, excellent communication abilities, and a commitment to delivering exceptional service.
Responsibilities
- Oversee the management of card-related processes, ensuring accuracy and efficiency in handling card issuance, activation, and troubleshooting. This includes monitoring card production, managing card inventory, and resolving any issues related to card transactions.
- Manage daily operations to ensure smooth functioning of back office activities, including transaction processing, compliance with regulatory requirements, and coordination with other departments. This involves developing and implementing operational procedures, monitoring performance metrics, and ensuring adherence to industry standards.
- Lead the team in providing top-notch customer support, resolving issues promptly, and maintaining high customer satisfaction levels. This includes handling escalated customer inquiries, implementing customer service best practices, and continuously improving the customer support process.
- Implement effective tracking systems and generate detailed reports for internal and external stakeholders, ensuring data accuracy and timely delivery. This involves analyzing operational data, preparing performance reports, and presenting findings to senior management.
- Supervise the onboarding process for new merchants, ensuring all necessary documentation and compliance requirements are met. This includes coordinating with sales and compliance teams, conducting due diligence, and providing training to new merchants on the use of the company's systems and processes.
- Develop and deliver training programs for back office advisors to enhance their skills and knowledge, ensuring they are well-equipped to perform their duties. This includes identifying training needs, creating training materials, and conducting training sessions.
Qualifications
- Bachelors Degree in Business Administration or relevant.
- Proven experience in back-office support, preferably in the fintech or financial services industry.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in using CRM systems and other relevant software.
- Ability to work under pressure and meet tight deadlines.
- Strong analytical and problem-solving skills.
- Experience in card management and customer care.
- Knowledge of regulatory requirements and compliance in the financial sector.
- Previous experience in training and development.
