Team Lead - Tech Support

Role Overview: Welcome to FinBox, a dynamic and innovative company in the financial services sector. Since our establishment in 2017, we have been at the forefront of developing cutting-edge technologies that enable lenders to create and launch credit products swiftly. As a Series B funded company with a global presence, we aim to revolutionize the lending landscape and set new standards in digital finance. Join us at FinBox to be part of a team that is driving impactful change in the industry. Key Responsibilities: - Team Management & Leadership: - Lead, mentor, and motivate the B2B operations/support team. - Allocate tasks, monitor performance, and ensure timely delivery of deliverables. - Conduct regular team meetings, performance reviews, and training sessions. - Foster a collaborative and high-performance work culture. - Client Relationship Management: - Serve as the primary point of contact for key B2B clients. - Ensure timely resolution of client queries, escalations, and issues. - Maintain strong client relationships through proactive communication and support. - Identify opportunities to enhance client satisfaction and process efficiency. - Operations & Process Management: - Oversee daily B2B operations, ensuring smooth execution of processes. - Monitor SLAs, KPIs, and service quality standards. - Implement process improvements to enhance efficiency and accuracy. - Coordinate with cross-functional teams (Sales, Finance, Tech, etc.) to resolve operational issues. - Reporting & Data Management: - Track and report on operational metrics, team performance, and client deliverables. - Maintain documentation and ensure data accuracy and compliance. - Support management with insights, dashboards, and business reports. - Training & Development: - Identify skill gaps and organize training sessions for team members. - Ensure new team members are effectively onboarded and trained on B2B processes and systems. - Strategic Contribution: - Contribute to planning and execution of B2B growth and retention strategies. - Support automation, process optimization, and digital transformation initiatives. Qualification Required: - Strong leadership and people management skills. - Excellent communication and client-handling abilities. - Good analytical and problem-solving capabilities. - Proficiency in MS Excel, CRM tools, and reporting systems. - Ability to work under pressure and manage multiple priorities and clients.,