Manager - Payment Card Operations & Customer Service

WadzPay is a FinTech startup developing adigital currency payments platform that leverages Blockchain technology. We aimto drive financial inclusion and improve the lives of underbanked and unbanked consumers and merchants while leading the charge in the digital payments revolution.

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WadzPay is looking for a Manager – Payment Card Operations &Customer Service, to oversee the daily processing and lifecycle of prepaid cards, ensuring efficient operations, compliance with regulations, and customer satisfaction. Key responsibilities include managing queries and issues, improving operational procedures, collaborating with internal and external partners, monitoring performance, and handling card issuance, maintenance, dispute resolution, fraud management and customer complaint management. Your responsibilities include customer community / Forum / FAQ / Ambassador management. You are responsible for providing aproductive and motivating working environment and addressing anyissues/disputes from customers or clients.

• Queries and Issues Management:

Ensuring tracking and resolution of queries andissues raised by the customers with respect to their prepaid cards.

• Process Optimization:

Ensuring all processes align with standard operating procedures (SOPs) and identifying opportunities for operational efficiency and improvement.

• Card Lifecycle Management:

Overseeing the entire card lifecycle, including issuance, blocking/unblocking, handling customer requests, and managing declines.

• Compliance & Regulation:

Staying informed about payment scheme regulations and implementing changes to ensure the organization remains compliant. Coordinate very closely with the compliance manager.

• Fraud & Risk:

Monitoring and analyzing transactions to detectand prevent fraudulent activities.

• Stakeholder Collaboration:

Working closely with sales, business, compliance, product, IT, and financial institutions to support new product launches and address operational issues.

• Customer Satisfaction:

Ensuring high levels of customer satisfaction through effective card operations and support.

• Key Performance Parameters Monitoring:

Monitoring key performance indicators (KPIs) and performance to ensure optimal productivity and efficiency of the prepaidcard program.

• Direct the day-to-day achievement of service and quality goals in Consumer Operations department - Delivering a comprehensive service to enquiring customers
• Accountability for driving and measuring outstanding customer service for WadzPay's solutions.
• Develop and manage troubleshooting processes and procedures. Define, implement, and manage the other appropriate processes and procedures across the department that drive efficient and highly satisfactory service
• Establish and maintain WadzPay's internal control standards, implement and observe Group Compliance Policy and maintain awareness of operational risk and minimize the likelihood of it occurring. Ensure change control process is followed as per standards
• Manage with strong operations focus, identifying and managing against KPIs, SLAs and metrics-based workforce planning. Effective management and resourcing planning for peak period coverage.
• Managing a large volume of service requests
• Keeping a record of customer interaction and details of actions taken. Set cadence in management reporting
• Own relationship, training, and proprietary tools functionality for contact centre. Manage the teams to deliver excellent customer service / resolution service, quality, and goals. Define appropriate tools and KPIs to measure goals
• Continually assess industry leading trends and practices, integrating technology, automation, and processes to increase efficiencies, provide elevated levels of services, and mitigate risk
• Use data trends and other tools to forecast contact volumes and identify trends to develop and implement staffing requirements.
• Act as the Customer Advocate in the Company; Develop and publish - voice of customer reporting to drive customer insights throughout company.
• Direct development and execution of consumer satisfaction surveys and analysis
• Communicate with internal and partners' teams to ensure high quality of service.

o Knowledgeof Payment Systems: Understandingpayment systems and transaction processing is crucial.

o Attentionto Detail: Required foraccuracy in processing transactions and managing card operations.

o Problem-Solving: Ability to identify and resolvepayment-related issues and manage operational challenges effectively.

o FinancialAnalysis: Skills toanalyze transaction data and monitor financial performance.

o Communication: Strong communication skills to coordinatewith various internal and external teams and stakeholders.

• 15+ years in expanding leadership roles with experience in leading a 24x365 customer-facing support environment, with at least 7+ years of experience in any support tool like Freshdesk, Zen Desk, Zoh desk, Hubspot etc
• Good knowledge and understanding on deployment, AWS administration
• Understanding of Java/.NET deployment and trouble shooting at L1, L2 level
• Should have customer facing experience in payments industry with both B2B and B2C models
• Natural collaborator, with excellent communication skills and strong executive presence. Must be disciplined and comfortable with ambiguity, possessing the maturity and capability to interact and influence across multiple levels and organizations internal and external to WadzPay
• Superior business and analytic skills, capable of clearly communicating a vision to the team, the company, and our clients.
• Effective leadership and people management skills, with a focus on developing diverse, high performing teams and fostering an inclusive culture that is collaborative and inquisitive
• Knowledge of external systems and software including Internet Microsoft Office - Outlook, Word, Excel, Power Point, Visio, and Microsoft Project required.