Lead a team overseeing client and internal partner support, addressing critical requests within a tightly regulated setting.

As a Business Operations Team Lead - Complaints Management - Associate in Payments you’ll lead a team dedicated to resolving complex cases and enhancing client experience. You’ll be responsible for developing employees that interact with our clients, providing performance coaching, and collaborating with stakeholders across the firm to ensure timely resolution. Apart from team management, you will also gain exposure to projects focused on mitigating risks, process improvement and empowerment.

Job responsibilities

• Monitors account specialist activities and key performance indicators
• Develops specialists for continuous skill refinement through various mediums to isolate individual employee performance improvement needs and administer the appropriate training/actions to yield the intended performance results
• Analyses operational performance to capture developing trends and recommends process improvement solutions to continuously enhance operational productivity and uplift efficiency
• Leverages resources to monitor case aging, call-type patterns and isolate developing trends to identify opportunities for process and/or procedural changes to increase productivity
• Liaises with other departments on projects as assigned and/or workflow processes that exist between groups, to ensure Complaints Management is represented and to maintain procedural flow that functions homogeneously for all groups, and to ensure regulatory compliance issues are adequately addressed
• Assists with escalations and assists internal/external customers with questions and/or general support needs
• Participates in all hiring and performance management activities pertaining to the team
• Takes corrective disciplinary action as necessary to address unacceptable performance behaviours/incidents
• Handles special projects and tasks as assigned by leadership

Required qualifications, capabilities, and skills

• Customer service experience
• Management experience (directly managing staff)
• Must be willing to work in an environment that requires phone-based customer interactions
• Strong working knowledge of payment processing industry
• Has a passion for excellence—experience in successfully driving and delivering KPIs and process improvement projects
• Leading and Motivating People – experience in leadership in coaching and developing employees
• Knowledge of computer software systems such as Microsoft Office, including using spreadsheets and databases
• Proven track record of identifying, building, and attracting talent
• Translates hidden opportunity in an organization into results

Preferred qualifications, capabilities, and skills

• Advanced analytical skills with the ability to adapt quickly to change
• Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets and databases
• Ability to multi-task and be self-directed
• In lieu of degree, may have relevant work experience, preferably servicing customers; typically will have four years or more of customer service experience
• Excellent verbal and written communication skills
• Ability to provide professional and interpersonal communication when interacting with others
• Bilingual English/French is a plus