Partner Experience Executive

The Partner Experience Executive is responsible for owning the end-to-end service experience of business partners by ensuring timely issue resolution SLA compliance clear communication and continuous improvement of partner-facing processes. The role acts as the primary operational interface between partners and internal teams (Technology Operations Risk Compliance Finance).

The objective is to protect revenue reduce partner friction and strengthen long-term partnerships through excellent service delivery.

Required Skills:

1. Partner Support & Ticket Management

• Act as the first point of contact for partner issues complaints and service requests.
• Log track and manage partner tickets across their full lifecycle using the ticketing system.
• Ensure accurate categorisation prioritisation and ownership of all tickets.
• Proactively follow up on open tickets and provide regular structured updates to partners.
• Ensure tickets are resolved within agreed SLAs and escalated appropriately when at risk.

2. SLA & Performance Management

• Monitor SLA performance for assigned partners.
• Identify potential SLA breaches early and initiate corrective action.
• Ensure closure documentation is complete and accurate.
• Contribute to daily weekly and monthly SLA performance reports.
• Support root-cause analysis for repeated SLA breaches.

3. Incident & Escalation Handling

• Manage high-impact incidents affecting partner transactions settlements or integrations.
• Coordinate internal response across Technology Operations and Risk teams.
• Ensure timely partner communication during incidents including:
  • Incident acknowledgment
  • Status updates
  • Resolution confirmation
• Support post-incident reviews and preventive action tracking.

4. Partner Communication & Relationship Support

• Maintain professional consistent and clear communication with partners at all times.
• Translate technical issues into business-friendly language for partners.
• Support Relationship Managers with service performance insights and partner feedback.
• Identify service pain points and propose improvements to enhance partner satisfaction.

5. Data Accuracy & Reporting

• Ensure all partner interactions and ticket updates are accurately documented.
• Maintain clean and reliable data for dashboards and management reporting.
• Provide input into:
  • Ticket volume trends
  • Common issues with partner or product
  • Resolution time and SLA compliance
• Support audit and compliance requests by providing ticket evidence when required.

6. Continuous Improvement

• Identify recurring issues and recommend operational or system improvements.
• Support updates to SOPs knowledge base articles and partner support playbooks.
• Participate in process improvement initiatives aimed at reducing ticket volumes and resolution times.
• Contribute insights for automation opportunities and self-service enablement.

Key Performance Indicators (KPIs)

• SLA Compliance Rate (%)
• Average Resolution Time
• First Response Time
• Ticket Backlog (Open & Ageing)
• Escalation Rate
• Repeat Ticket Rate
• Partner Satisfaction Score (CSAT)
• Data Quality & Documentation Accuracy

Working Conditions

• Shift-based or extended-hour support may be required depending on partner SLAs.
• On-call support during major incidents or platform upgrades.