Migration Team Lead

Role Summary

We are seeking a Team Lead Manager to oversee a team of White Glove Migration Specialists. This role is responsible for day-to-day operational management, ensuring team readiness to support clients, delivering performance coaching and feedback, and monitoring client interactions (calls, emails, and related activities) to drive service excellence, quality, and compliance.

Key Responsibilities (Process / Functional)

• Team Leadership: Lead, motivate, and supervise a team of Payment Specialists to ensure exceptional client service, strong productivity, and adherence to policies and procedures.
• Performance Management: Monitor individual and team performance against KPIs; provide regular feedback, coaching, and development support to improve outcomes.
• Training & Development: Identify training needs and support the creation and delivery of training programs; assist with onboarding and ramp-up of new hires.
• Quality Assurance: Establish and maintain QA standards for consistent, high-quality service delivery; identify improvement opportunities and implement corrective actions.
• Issue & Conflict Resolution: Resolve customer and employee concerns; escalate complex or sensitive matters to senior leadership as appropriate.
• Documentation & Reporting: Maintain accurate records, reporting, and documentation related to team activities, performance metrics, and agent evaluations.
• Compliance & Risk Controls: Ensure adherence to applicable regulations, company policies, and data security standards; stay current on relevant laws, rules, and internal requirements.

Required Skills (Behavioral)

• Communication: Excellent verbal and written communication skills.
• Leadership: Ability to coordinate, motivate, and guide teams effectively.
• Risk Management: Ability to assess, prioritize, and mitigate risks related to initiatives and daily operations.
• Analytical Problem Solving: Strong troubleshooting and decision-making skills; proactive in identifying issues and improving service quality and processes.
• Time Management: Ability to prioritize competing tasks and meet deadlines in a fast-paced environment.
• Presentation Skills: Ability to deliver clear status updates and communicate progress using PowerPoint.

Required Qualifications and Experience

• Prior people-management experience, preferably in Migration, IT-related programs, customer service, or a call center environment.
• Candidates must have demonstrated experience delivering client-facing change management in financial services, with a strong understanding of payments processing and operational controls. The role requires experience translating regulatory or network mandates into executable delivery plans and managing delivery across multiple stakeholders under fixed deadlines.
• Strong analytical skills are required to assess data quality, message content, and process flows, coupled with the ability to produce clear documentation and executive-level reporting. Candidates must be able to manage multiple concurrent client workstreams with disciplined prioritization and follow-through.
• Candidates must be proficient with Microsoft Office 365, specifically Outlook, Word, Excel, and PowerPoint, and able to use these tools to manage communications, produce documentation, maintain trackers, and create executive-ready status materials.
• The successful candidate will demonstrate strong delivery management, structured problem-solving, and a proactive risk mindset. The role requires confidence operating in ambiguity, the ability to decompose complex change into manageable work packages, and disciplined execution against deadlines. Clear written and verbal communication is essential, along with the ability to influence without direct authority.