If you like solving complex issue, while managing a team of employees that interact with clients, you have found the right team!

As a Business Operations Analyst II in Complaints Management, 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 

• Monitor account specialist activities and key performance indicators 
• Coach and develop 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 
• Analyze operational performance to capture developing trends and recommend process improvement solutions to continuously enhance operational productivity and uplift efficiency 
• Leverage resources to monitor case aging, call-type patterns and isolate developing trends to identify opportunities for process and/or procedural changes to increase productivity 
• Liaise 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 
• Assist with escalations and assist internal/external customers with questions and/or general support needs 
• Participate in all hiring and performance management activities pertaining to the team
• Administer corrective disciplinary action as necessary to address unacceptable performance behaviors/incidents
• Handle special projects and tasks as assigned by leadership 

Required Qualifications, Capabilities and Skills

• Customer service experience servicing customers
• 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
• 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

Work Schedule

• This hybrid role requires going into the office three days a week with two days flexibility to work from home, subject to change

This position is not eligible for H1B or sponsorship