What you’ll do:

📍Lead and mentor a team of Transaction and Accounts Associates handling customer inquiries and concerns across email, social media, and transaction-related workflows. 📍Oversee day-to-day operations to ensure all customer interactions are managed efficiently, accurately, and in alignment with company standards and compliance requirements. 📍Monitor and analyze workflow performance across channels (email, social media, transactions) to ensure timely responses, quality resolutions, and a consistent customer experience. 📍Identify recurring issues, process bottlenecks, and opportunities for improvement; implement strategies to enhance service delivery and operational efficiency. 📍Act as the main point of escalation for complex or high-priority customer cases, ensuring swift and appropriate resolution. 📍Collaborate with internal teams such as Compliance, Marketing, and 📍Product to streamline processes, enhance customer communication, and align service delivery with business goals. 📍Ensure full compliance with BSP regulations, consumer protection guidelines, and internal security policies across all customer touchpoints. 📍Prepare and present regular reports on team performance, workflow metrics, and customer feedback to management. 📍Foster a high-performance and collaborative team culture through effective coaching, feedback, and performance management. 📍Perform other related duties and ad-hoc projects as assigned.

What we expect from you:

📍Bachelor’s degree in Management, Finance, Business, or equivalent. 📍Minimum of 3-5 years of experience in customer service, account management, or financial operations, with at least 1-2 years in a team lead or supervisory capacity. 📍Proven experience managing multi-channel workflows (email, social media, transactions) in a fast-paced environment. 📍Excellent English communication skills, both verbal and written. 📍Strong leadership, analytical, and decision-making abilities. 📍Highly organized, detail-oriented, and capable of managing multiple priorities simultaneously.

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