Review, communicate, and coach to daily performance, quality, behavior and attendance standards at the individual and team level. Utilize formal correction action procedures as required.
Schedule, prepare and lead the required number of 1:1 coaching and team learning sessions and stand-ups that are interactive, engaging and teammate driven based upon developmental needs.
Ensure training, upskilling and knowledge gaps are resolved in timely manner.
Conduct quality reviews and provide continues feedback, coaching to direct reports
Transform to and subsequently drive a results-oriented culture with a strong focus on driving customer success and servicing excellence
Recruit, lead and coach a team; proven track record of developing high-performing teams through a holistic approach that inspires and enables the team
Regularly interact with customers
Support team in complex or complicated customer escalations
Business growth mindset, driving tailored programs to ensure continuous business success
Identify opportunities to constantly improve the customer experience for merchants
Innovative thinking with a passion for problem-solving; healthy pragmatism and hands-on mentality included
Ensuring that processes & procedures are up to standard and applied as required, developing them further in collaboration with other leaders
So, do you have what we're looking for?
1 yrs.+ of experience in people management
Experience and enthusiasm for successfully leading a team on a transformation journey whilst maintaining and driving team engagement
Leadership experience with demonstrated ability to build a highly motivated and effective team, fostering an open, collaborative environment where experience is shared
Revenue and growth driven within a multi-team organization
Strong communication and interpersonal skills; ability to talk and present confidently in front of key internal and external stakeholders
Ability to collaborate effectively in a matrix organization
Strong analytical mindset and proven ability to turn data into action
Sound understanding of payments, ecommerce market, opportunities, risks and challenges
Experience in working in an international environment encompassing a wide variety of backgrounds and cultures
Experience in confidently interacting with customer audiences of all seniority levels as part of business reviews, negotiations, or where senior attention is required. Able to effectively balance company and customer needs.