Payments Solution Center – Team Lead

Join our Payment Solutions Center as a Team Lead and drive day-to-day support center performance across payment products and businesses. Youll partner with key stakeholders to deliver sustainable results elevate customer experience and execute process improvements that move enterprise KPIs. This role blends people leadership operational rigor and risk/control discipline in a highly regulated environment. Youll coach and develop a high-performing team manage escalations and lead operational planning to achieve long-term objectives. If youre energized by ownership data-driven decisioning and continuous improvement this is a role where your leadership will have visible impact.

As a Team Lead within the Payment Solutions Center you will be responsible for leading a team within our support center manage the day-to-day operations of the department and ensure that business objectives are consistently achieved. This position involves closely partnering with various stakeholders to lead local strategies for sustainable performance improve enterprise-wide processes and meet business objectives.

Job responsibilities:

• Provide management support and oversight of the Payments Solutions Center team that span businesses and products; includes business planning strategy and resource allocation.
• Create a positive work environment that supports the delivery of excellent customer service and achieves our shared business goals.
• Manage and direct team activities and monitor progress.
• Develop and implement operational plans actions and programs in support of long-term business objectives.
• Operate in a highly regulated environment ensuring appropriate policies procedures and controls are inplace and followed to control risk and ensure we deliver and exceed our customer expectations.
• Assist Internal Partners with escalations questions and/or general support needs.
• Participate in all hiring and performance management activities pertaining to the team.
• Handle special projects and tasks as assigned by Management.

Required qualifications capabilities and skills

• Proven leader of teams with a passion for customer service with a focus on excellence servicing customers in an eCommerce or financial services environment
• Ability to deliver on KPIs and execute on process improvements.
• Passion for leadership and coaching and developing employees with a high degree of positive energy and endurance.
• Excellent communicator and listener both verbally and in writing who is able to present persuasive arguments to executives and customers.
• Ability to multi-task effectively and prioritize rigorously.
• A self-starter who confronts and escalates issues and barriers head-on and with an appropriate sense of urgency.
• Ability to present complex information in an understandable and compelling manner.
• Experience with statistical / trend analysis including merging multiple data points creating ad hoc reports and translating results into strategy is required.