Team Lead (Support) - Operations and Support

Key Responsibilities:
● Leading and motivating a team (~15 FTEs) to meet and exceed personal targets and team SLA
expectations (e.g. KPIs, productivity & quality)
● Managing Workflow in order to maintain overall department expected service delivery, including
regular schedule and capacity planning
● Managing and being a POC for all customer and team related escalations
● Conducting regular one to ones, team meetings and performance reviews
● Defining, reviewing and providing ongoing, meaningful feedback on performance objectives to
employees
● Taking measurable actions to monitor and increase engagement, motivation and retention of
employees.
● Working closely with management team to resolve potential client escalations
● Providing regular and ad hoc reporting to management team
● Proactively identifying and communicating market trends and insights
● Constantly cooperating with internal stakeholders to keep service up to date

Qualification Requirements:
● 2+ years experience as a Team Lead in the service-providing industry, preferably in banking or
fintech environment
● Experience in KPIs and Target implementation from the scratch
● Ability to multi-task, prioritize, manage time effectively and think outside the box
● Experience in Data analytics, working with mid data volumes
● Ability to work under pressure in a fast-paced environment, with a strong focus on customer
satisfaction
● Excellent communication, engagement and people development skills
● Bachelor degree
● Willing to work Nights and Weekends on a rotating shift basis

We consider as a plus:
● previous startup experience
● knowledge of the credit card or consumer finance industry, especially fintech
● proficiency in SQL/ Advanced Excel or any other data manipulation tool