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
