Payments Operations Team Leader

Your role at Exness:

One of the Exness main booming functions is Payments and we’re on a mission in finding the best Payments Operations Team Leader out there. The successful candidate will report to the Head of Payment Operations and will provide leadership for an effective, proactive and professional payments team within our offices in Malaysia for the key operational activities including management of the team for daily operations, implementation of systems and process

You will:

Manage process & performance measures: 

• Take a strong and active approach to lead the payments team being visible at all times. Providing guidance, instruction, directions and leadership 
• Ensuring clarity around priorities and goals for the team to ensure the goals cascade to all employees
• Fully accountable in delivering project objectives related to the assigned area of responsibility; 
• Delivery of team targets (KPIs ), tracking  team performance metrics;
• Coordinate Dashboards & Reporting (claims, average resolution time, etc);
• Handle issues to quality control, investigate complaints, and ensure the highest levels of resolutions are provided when customers experience any payments issues; 
• Verify at all times newly added and existing PSP’s and ensure that their onboardings are in place in collaboration with PSP relationship manager 
• Secure a smooth operational product management based on the set up targets, limits and required procedures;

 Analysis + Improvement process:

• Provide an appropriate and timely efficient analysis in regards to the teams performance  results to  Head of Payments Operations  and the team; 
• Create and Expand  the current processes and procedures to improve the overal efficiency and documentation.
• Transfer business requirements to the Developing teams in order to ultimately achieve a smooth implementation, automatization and creation of back office tool for team and supervised processes; 
• A continuous identification and implementation of team  best practice, identifying and highlighting further opportunities for services and process improvements; 

People:

• Manage a team of 8+ operation payment specialists 
• Monitor teamwork and performance and take corrective actions when necessary;
• Guide, inspire and motivate Team Members  to ensure operational excellence, high employee engagement and service improvement is achieved; 
• Manage the team responsible for customer facing transactions issues and incident management to ensure the timely and effective resolution of all issues; 
• Oversee the team’s  workload  for processing manual transactions and operational fraud control in order to ensure the high quality risk management in operations.

What makes you a great fit:

• Holder of a BSc/MSc in Finance, Business Administration or equivalent.
• 2-3 years of Previous Working experience as a Team Manager,within the Fintech, Card payment or Online industry.
• Excellent communications skills both written and verbal in English Language (additional languages will be considered as an advantage)
• Excellent Managerial, Planning and Organizing Skills.
• Highly motivated with excellent problem solving and analytical skills.
• Excellent communication skills.
• Able to work on own initiative with excellent attention to detail.

What we offer along the way:

• Competitive and attractive compensation
• Extensive learning opportunities, such as professional training and certifications, soft skills development, free English courses, and trading workshops
• Health and life insurance for employees, spouses, and children, including vaccinations, tests, mental health care, and coverage for vision and dental care
• Generous time off, including 21 days of annual leave and paid sick leave
• Allowance for sports club memberships or other physical exercise activities
• Holiday flight tickets and accommodation coverage (within the yearly limit)
• Meal and transportation allowance
• Education allowance for your children’s school and kindergarten fees
• Outstanding team-building experiences and corporate parties

Your journey after applying:

1. TA Interview (30 minutes)
2. Technical Interview (1 hour)
3. Final Interview (1 hour)