Partner Support Team Leader

Partner Support Team Leader

Description

Key Responsibilities

• Team Leadership & Coaching
• Lead, coach, and motivate a Partner Support team to consistently achieve KPIs (CSAT, FCR, Productivity, Adherence).
• Deliver structured feedback through QA reviews, calibration sessions, and performance 1:1s.
• Create and maintain development plans to grow skills and retain top performers.
• Operational Delivery
• Manage daily workflows, escalations, and partner deliverables across multiple support channels.
• Drive performance improvement routines, ensuring SLA achievement and fair application of policies (e.g., DAT, Hold Timer, CSAT Fraud controls).
• Collaborate with Operations Manager to identify risks, close delivery gaps, and optimize team scheduling.
• Quality & Process Management
• Participate in QA monitoring and ensure action plans are executed.
• Champion the side-ticket and escalation framework to maintain efficiency and traceability.
• Keep the team updated on product/process changes and industry trends.
• Identify opportunities for automation and workflow improvement to enhance partner experience.
• Stakeholder & Business Alignment
• Partner with Scoring, Finance, BD, and Product teams to resolve escalations and streamline partner journeys.
• Support delivery of business targets through reporting, root-cause analysis, and solution proposals.
• Escalate high-impact issues to senior management with clear data and recommendations.

Benefits

• Quarterly Bonus based on achieving operational targets.
• Career Growth Opportunities, subject to business needs and performance.
• Exposure to a high-growth fintech environment with opportunities to shape operational excellence.