Operations Team Leader at Corporate Staffing

Key Responsibilities

• Supervise merchant onboarding/vetting/support and alternative channel functions. 
• Ensure merchant suspicious activities are identified and any AML incidents are documented and reported. 
• Develop and skillfully manage relationships with partners and vendors. 
• Ensure the Operations department’s shift and leave schedules are properly planned and availed to all members. 
• Ensure the Operations team members have all resources and system access required for optimal performance. 
• Evaluate and monitor the company’s performance by analyzing and interpreting data and metrics across departments. 
• Ensure data protection policies are adhered to by all customer support personnel and ensure all data breach incidents are reported in a timely manner. 
• Continuously review operational processes, training manuals, and scripts and ensure they remain relevant and in tune with departmental requirements. 
• Conduct continuous training and coaching sessions for the CS team members on all products and system needs. 
• Assessing and implementing improved processes, and/or new technologies that will help streamline operations. 
• Respond to and resolve issues arising out of work or from within the team or across departments that may have a bearing on team effectiveness. 
• Identify gaps in processes and provide valuable input to formulate lasting solutions. 
• Prepare and submit departmental reports to the manager. 
• Support the team in the absence of the Customer Service and Operations Manager. 
• Any other duty assigned by the Customer Service and Operations Manager 

Key Qualifications

• Bachelor’s degree from a recognized university.
• Should have a background in online financial services.
• 1-3 years of experience in a similar environment would be an added advantage.
• Knowledge of customer service practices and principles is a must.
• Proficient in relevant computer applications (Word processors, Browsers, Spreadsheets)
• Excellent internet usage, data entry and typing skills are a must.
• Superior listening, verbal and written communication skills are a must.
• Ability to handle stressful situations appropriately
• Good understanding of Operations and Operational Standards.
• Good knowledge of controls and procedures of a payment platform’s operations
• Good knowledge of Operational and Compliance Risk Policies.
• Good knowledge of our products and Services
• Ability to work independently, meet deadlines and obtain results.
• Strong decision-making and forward-planning ability.
• Good interpersonal and communication skills.
• Proficiency in various computer applications and a general understanding of payment software
• Good performance track record.