Assistant Manager - Transaction Analysis

We are looking for an experienced Assistant Manager - Transaction Analysis to join our operations team at Jumio. The ideal candidate should have over 5 years of experience in customer-facing roles within a Tech or SaaS environment, possessing expertise in escalation handling, team management, and process optimization. Proficiency in PowerPoint, Excel, Power BI, and Salesforce is crucial for excelling in this role. Your responsibilities will include leading and managing a team of analysts for reviewing and managing transaction data, ensuring quality and compliance. Additionally, you will handle customer escalations and complex queries professionally and with timely resolutions. Collaboration with cross-functional teams such as Technical Support, Product, and Customer Success is essential to enhance process efficiency and customer experience. Analyzing transaction trends, performance metrics, and operational challenges to identify improvement areas will be part of your duties. You will prepare and present performance reports and insights using Power BI and Excel. Supporting strategic initiatives, developing and implementing SOPs, and participating in regular audits to maintain high-quality output are also key responsibilities. Furthermore, ensuring SLA adherence, driving continuous improvement in TAT, and customer satisfaction scores are crucial aspects of the role. You will be responsible for generating reports and insights using Salesforce and other internal tools to enhance operational efficiency and informed decision-making. Additionally, assisting the Manager in workforce planning, performance reviews, and goal setting will be part of your responsibilities. To be considered for this role, you need a Bachelor's degree in any discipline, at least 5 years of experience in Customer Support or Customer Success, preferably in a tech or SaaS-based company, and 4+ years of experience managing or mentoring teams in a fast-paced customer-facing environment. Strong analytical skills, proficiency in Excel and Power BI, excellent communication skills, and the ability to work across time zones are essential requirements for this position. Preferred attributes include familiarity with Salesforce CRM, strong team-handling skills, and customer escalation management experience. The ideal candidate should possess key characteristics such as being friendly, supportive, adaptable, articulate, persuasive, commercially aware, resilient, and detail-oriented. Jumio values integrity, diversity, empowerment, accountability, and leading innovation. We are an equal opportunities employer, welcoming applications and colleagues from all backgrounds and statuses. Jumio is a B2B technology company dedicated to eradicating online identity fraud and financial crimes, leveraging AI, biometrics, and automation to create trusted solutions globally. If you are interested in this role, please apply to join our team dedicated to making the internet safer through cutting-edge identity verification solutions.,