Lead and optimize payment operations at a leading fintech in Mexico. Design robust operational architectures and implement innovative solutions for financial integrity and growth.
About the role
- Team Leader overseeing lending operations for a fast-growing fintech bank. Ensuring high standards of service delivery and team performance management.
Responsibilities
- Oversee day-to-day team operations.
- Monitor team performance, ensure adherence to SLAs and quality expectations and report on metrics.
- Alongside the Operations Manager, establish clear objectives and personal development plans for team members, managing performance against these.
- Provide 4eye check / approval capability for the team.
- Motivate team members, recognising high performance and rewarding accomplishments.
- Support Allica’s Change programme, providing Operational SME knowledge or resource as required.
- Discover training needs and provide coaching as appropriate.
- Ensure Annual Mandatory Training and all other required training is scheduled and met personally and across the team.
- Listen to team members’ feedback and resolve any issues or conflicts.
- Work closing with Operations Manager and QA/QC to review all team processes and procedures to assure that key failure points are identified and appropriately flagged.
- Support the operational forecasting and demand management processes to ensure delivery of operational capacity and capability to meet operational and customer objectives.
- Ensure controls and checks are being followed to ensure all activities managed are effectively and in a timely manner, escalating issues and problems to the Operations Manager.
- Support the training of staff on operational tasks to ensure adoption and cascade of appropriate policies, reporting and escalation within the Operations team and to Risk & Compliance or the MLRO as required.
- Adhere to and support Allica’s risk management framework.
- Ensure full compliance with Allica’s policies as required.
Requirements
- A strong customer service ethic: Experience of delivering a high standard of customer experience.
- Proven experience as a Team Leader or Supervisor, preferably in Financial Services / regulated environment.
- In-depth knowledge of process management and ability to deliver volume tasks on daily / weekly / monthly basis.
- Evidence of quality relationship management skills and the ability to engage across a wide range of differing stakeholders.
- Change management experience.
- Strong technical skills, especially MS Excel, PowerPoint, SharePoint, Outlook, etc.
- Excellent communication and leadership skills.
- Organisational and time-management skills.
Benefits
- Full onboarding support and continued development opportunities
- Options for flexible working
- Regular social activities
- Pension contributions
- Discretionary bonus scheme
- Private health cover
- Life assurance
- Family friendly policies including enhanced Maternity & Paternity leave
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
BA
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