Back Office Team Leader- UWallet
Umniah, Jordan
Job Description
About UWallet :
UWallet is a leading mobile payments service provider established back in 2014 with extensive background in mobile payments technologies, and a clear vision toward leading the Jordanian e-wallet services under the control and supervision of the Central Bank of Jordan.
UWallet is standing for a robust consortium of diversified partnerships of banking institutes, mobile network operator, and Payment Service Provider resulting to an integrated collaborative ecosystem furnished to serve our clients with the best and most convenient services. UWallet is the brand of e-wallet service that can be easily activated on mobile devices, offering our clients a wide spectrum of convenient secure ways to execute local and international monetary transactions in few seconds, anytime, and anywhere.
Job purpose:
Responsible for managing the CC Technical Support team and ensure high level of customer satisfaction and smooth customer experience. Also, responsible for identifying the root causes behind the repeated complaints/ cases and set action plans in order to reduce the frequency of complaints/ cases.
Responsibility:
- Manage the CC technical support team and ensure high efficiency, high level of customer satisfaction, smooth customer experience, and achieving the function KPIs
- Monitor the CC technical support team members’ performance and quality of work
- Monitor and analyze customer complaints queue status, identify the root causes, and set action plans to reduce the frequency of complaints/ cases
- Develop and improve the complaints handling cycle continuously to optimize the process of handling the customers’ complaints
- Prepare regular and ad-hoc reports and analyze the outcomes
- Follow up with the other departments/ divisions on delayed cases and escalate as needed
- Think out of the box to come up with smart and creative initiatives to increase the customer self-service through digital channels
- Manage the CC technical support team and ensure high efficiency, high level of customer satisfaction, smooth customer experience, and achieving the function KPIs
- Monitor the CC technical support team members’ performance and quality of work
- Monitor and analyze customer complaints queue status, identify the root causes, and set action plans to reduce the frequency of complaints/ cases
leadership/management Job Responsibilities:
- Manage subordinates’ learning amp; development requirements and ensure that it is successfully delivered and provide related feedback to the management
- Assign roles and work load distribution, set team objectives and conduct regular informal one-on-one meetings to deliver personalized feedback and provide support to attain goals
- Conduct formal performance evaluation process for the subordinates in order to optimize workplace productivity
- Participate in the recruitment, selection, evaluation process of new employees
- Provide guidance and delegate responsibilities to subordinates to facilitate performing different tasks to support succession planning process.
- Manage subordinates' administrational requirements
- Assure that all subordinates are following Umniah’s policies and procedures and highlight any violation for the code of conduct.
- Manage economic, efficient and effective budget plan and control in alignment with the department and Umniah’s strategy
- Ensure that employees are engaged and motivated through creating a respectful and trusting relationship with them and communicating Umniah values.
Requirements
Education:
Bachelor Degree in Industrial Engineering, Business Administration or any related field
Work Experience:
A minimum of 7 years
Certificates:
Project Management certification is a plus.
Knowledge and Skills:
Essentials:
· Excellent knowledge of Fintech industry, products, and services.
· Excellent knowledge of problem solving techniques, agent utilization tools amp; techniques, customer care channels, customer care applications, lead generation and referral.
· Excellent knowledge of customer care processes and procedures.
· Good command of English language both speaking and writing.
· Good command of computer skills (MS Office).
· Excellent command of communication skills .
· Good knowledge of risk management fundamentals.
Skills In:
- Projects coordination:scoping/planning/budgeting
- Customer Support: Help desk support methods and techniques and business representation
- Vendor Management
- Testing: Software testing, testing and qu