Team Lead - Bengaluru, India - TerraPay

Description

About TerraPay

Global money movement, simplified

• Powering global payments across 7.5 billion bank accounts, 6 billion cards, and 2.1 billion wallets.
• 121 banking partnerships, 210+ send countries, 140+ receive countries.

TerraPay is the pulse of global payments innovation. We're the bridge that connects people and businesses worldwide, empowering them to effortlessly send, receive, and manage money across borders.

We have repositioned ourselves as a global money movement player that helps businesses manage their global payments for local payout needs through our extensive network.

Regulated across over 30 diverse markets, TerraPay stands out as the sole payment provider with such a broad reach. We harmonize the complexities of global money movement, orchestrating seamless transactions that transcend borders and cultures. We are driven by a commitment to inclusion and fuelled by innovative technology, we're reshaping the financial landscape, ensuring that international transactions are secure, swift, and hassle-free. Join us in simplifying global money movement with TerraPay.

Job mission

Primary responsibilities:

• Supervise and lead a team of card operations specialists, providing guidance, coaching, and performance feedback to ensure team members meet or exceed performance targets.
• Oversee the day-to-day operations of card issuance, activation, transaction monitoring, and fraud detection, ensuring compliance with regulatory requirements and company policies.
• Develop and maintain standard operating procedures (SOPs) for card operations processes, regularly reviewing and updating procedures to optimize efficiency and accuracy.
• Collaborate with cross-functional teams, including customer service, fraud prevention, IT, and compliance, to streamline workflows, resolve issues, and implement process improvements.
• Monitor key performance indicators (KPIs) and metrics related to card operations, analyzing data to identify trends, address performance gaps, and drive continuous improvement initiatives.
• Provide support and escalation assistance to team members for complex card-related inquiries, issues, and escalations, ensuring timely resolution and exceptional customer service.
• Conduct regular performance evaluations and one-on-one meetings with team members, setting performance goals, identifying training needs, and facilitating professional development opportunities.
• Serve as a subject matter expert on card operations, staying informed about industry trends, regulations, and best practices, and sharing knowledge with team members and stakeholders.
• Collaborate with senior management to develop strategic initiatives and action plans to enhance card operations efficiency, effectiveness, and customer satisfaction.
• Ensure compliance with regulatory requirements, such as PCI DSS, KYC, and AML, by implementing and enforcing robust controls, policies, and procedures.

Qualifications

Essential skills:

• Bachelor's degree in business administration, finance, or a related field.
• 4+ years of experience in card operations, card services, or a similar role within the financial services industry, with at least 2 year in a supervisory or leadership position.
• In-depth knowledge of card processing systems and software, as well as card industry regulations and compliance requirements.
• Strong leadership, team management, and interpersonal skills, with the ability to motivate and develop a high-performing team.
• Excellent analytical, problem-solving, and decision-making abilities.
• Effective communication skills, both written and verbal, with the ability to communicate complex information clearly and concisely.
• Detail-oriented with a focus on accuracy and quality.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Certification in card operations or related fields and knowledge on network settlement (e.g., Certified Card Operations Professional) is a plus.

Preferred Skills:

Financial Services Knowledge: Understanding of the financial services industry, particularly card operations, including knowledge of card networks, regulations, compliance requirements, and industry best practices.

• Technical Proficiency: Ability to use card processing systems, software, and tools effectively, including knowledge of transaction processing platforms, fraud detection systems, and reporting tools. Addition to this, person should have well-versed in MS office (Excel, Power Point Presentations etc.)
• Analytical Skills: Strong analytical skills to analyse card transaction data, identify patterns, trends, and anomalies, and make data-driven decisions to mitigate risks and improve processes.
• Attention to Detail: Meticulous attention to detail to ensure accuracy in processing card transactions, maintaining records, and resolving disputes effectively.
• Problem-Solving Skills: Ability to quickly identify and resolve issues related to card operations, including fraud incidents, transaction errors, and customer inquiries, using critical thinking and problem-solving skills.
• Communication Skills: Excellent written and verbal communication skills to interact professionally with internal teams, external partners, and customers, and effectively communicate complex information in a clear and concise manner.
• Customer Focus: Strong customer service orientation with a focus on understanding and meeting the needs of cardholders, merchants, and other stakeholders, ensuring a positive customer experience.
• Teamwork and Collaboration: Ability to work collaboratively with cross-functional teams, including customer support, risk management, compliance, and IT departments, to achieve common goals and objectives.
• Adaptability: Flexibility and adaptability to work in a dynamic and fast-paced environment, quickly learn new processes and technologies, and adapt to changing business needs and priorities.
• Organizational Skills: Effective organizational and time management skills to prioritize tasks, manage multiple responsibilities simultaneously, and meet deadlines consistently.
• Ethical Conduct: Commitment to maintaining high ethical standards and integrity in handling sensitive cardholder information, complying with regulations, and adhering to company policies and procedures.
• Continuous Learning: Willingness to stay updated on industry trends, regulatory changes, and emerging technologies related to card operations through self-study, training programs, and professional development opportunities.
• Project Management Skills: Basic project management skills to assist in coordinating projects related to card operations, including planning, execution, and monitoring progress against established milestones.

Why TerraPay?

Joining TerraPay means becoming a part of a progressive team that's shaping the future of payments. We offer a collaborative environment that values diversity, fosters growth, and encourages innovation. As an Associate Business Operations Manager, you'll play a pivotal role in enabling seamless financial interactions worldwide.

Elevate your career and be a catalyst for global financial transformation with TerraPay. We're looking forward to welcoming you aboard

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