Transaction and Accounts Lead

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.
• Skilled in performance monitoring, reporting, and process improvement.
• Knowledge of compliance and consumer protection regulations, preferably within the financial services or fintech industry.
• Flexible and adaptable to shifting schedules, including graveyard and weekend shifts.
• Passionate about delivering excellent customer experiences and contributing to continuous operational improvement.