Assistant Manager - Transaction Analysis

As an Assistant Manager - Transaction Analysis at our company, you will play a crucial role in ensuring the quality and compliance of transaction data. With your 5+ years of experience in customer-facing roles within a Tech or SaaS environment, you will lead a team of analysts to manage transaction data effectively. Your proficiency in tools like PowerPoint, Excel, Power BI, and Salesforce will be essential for success in this role. **Key Responsibilities:** - Lead and manage a team of analysts to review and manage transaction data, ensuring quality and compliance. - Handle customer escalations and complex queries with professionalism and timely resolution. - Communicate with global customers on calls. - Collaborate with cross-functional teams to improve process efficiency and customer experience. - Analyze transaction trends, performance metrics, and operational challenges for areas of improvement. - Prepare and present performance reports, PPT slides, and insights using Power BI and Excel. - Support strategic initiatives and contribute to developing and implementing SOPs and best practices. - Conduct regular audits of responses and reports to identify trends, gaps, or quality issues. - Ensure SLA adherence, drive continuous improvement in TAT, and customer satisfaction scores. - Generate reports and insights using Salesforce and other internal tools for operational efficiency. - Assist the Manager in workforce planning, performance reviews, and goal setting. **Key Requirements:** - Bachelor's degree in any discipline. - 5+ years of experience in Customer Support or Customer Success, preferably in a tech or SaaS-based company. - 4+ years of experience managing or mentoring teams in a fast-paced, customer-facing environment. - Strong analytical skills with hands-on experience in Excel and Power BI. - Ability to collaborate with global teams and work flexible shifts across time zones. - Excellent verbal and written communication skills. - Detail-oriented with strong problem-solving skills. - Exposure to transaction analysis, fraud detection, or identity verification is a plus. **Preferred Attributes:** - Familiarity with Salesforce CRM. - Strong team-handling skills and customer escalation management experience. In addition to the above responsibilities and requirements, Jumio values attributes such as friendliness, adaptability, articulateness, high IQ and EQ, curiosity, commercial awareness, resilience, and attention to detail. The company's values include Integrity, Diversity, Empowerment, Accountability, and Leading Innovation. Jumio is dedicated to eradicating online identity fraud, money laundering, and other financial crimes using advanced technologies. If you join our team, you will contribute to making the internet a safer place. As an Assistant Manager - Transaction Analysis at our company, you will play a crucial role in ensuring the quality and compliance of transaction data. With your 5+ years of experience in customer-facing roles within a Tech or SaaS environment, you will lead a team of analysts to manage transaction data effectively. Your proficiency in tools like PowerPoint, Excel, Power BI, and Salesforce will be essential for success in this role. **Key Responsibilities:** - Lead and manage a team of analysts to review and manage transaction data, ensuring quality and compliance. - Handle customer escalations and complex queries with professionalism and timely resolution. - Communicate with global customers on calls. - Collaborate with cross-functional teams to improve process efficiency and customer experience. - Analyze transaction trends, performance metrics, and operational challenges for areas of improvement. - Prepare and present performance reports, PPT slides, and insights using Power BI and Excel. - Support strategic initiatives and contribute to developing and implementing SOPs and best practices. - Conduct regular audits of responses and reports to identify trends, gaps, or quality issues. - Ensure SLA adherence, drive continuous improvement in TAT, and customer satisfaction scores. - Generate reports and insights using Salesforce and other internal tools for operational efficiency. - Assist the Manager in workforce planning, performance reviews, and goal setting. **Key Requirements:** - Bachelor's degree in any discipline. - 5+ years of experience in Customer Support or Customer Success, preferably in a tech or SaaS-based company. - 4+ years of experience managing or mentoring teams in a fast-paced, customer-facing environment. - Strong analytical skills with hands-on experience in Excel and Power BI. - Ability to collaborate with global teams and work flexible shifts across time zones. - Excellent verbal and written communication skills. - Detail-oriented with strong problem-solving skills. - Exposure to transaction analysis, fraud detection, or identity verification is a plus. **Preferred Attributes:** - Familiarity with Salesforce CRM. - Strong team-handling skills a