The PayOps Team Manager will lead the PayOps team and will spearhead PayOps daily operations supporting stakeholders in GrabPay related matters.
Get to know the Role:
The Team Manager will also provide coaching and guidance to PayOps Executive in case management and delivering key operational metrics.
Team Manager are also expected to handle case escalations and provide root cause analysis.
The day-to-day activities:
Provide leadership, development and coaching for team members.
Actively engaging and supporting the development of your team to ensure performance metrics are met.
Working with TA and POPs on team recruitment & review staffing levels and employee issues.
Review operational processes and make improvement recommendations to drive continuous improvement environment.
Manage and highlight staff issues to Managers and POPs in a timely manner.
Prepare periodic report on team performance including breakdown of KPIs, performance analysis and action plans.
Keep track of team attendance, daily statistics, paid time off, sick time, etc.
Ensuring team members are kept abreast of informational updates.
Ensure timely performance review and appraisal
Customers - Proactively recommend and educate the customer about payment related matters to improve customer satisfaction and deepen relationship with Grab.
People - Building and maintaining effective internal and external stakeholder relationships.
Conduct team engagement, performance review sessions and huddles.
To navigate team through changing business environment.
The must haves:
Diploma of Professional Qualification in relevant Industry.
Technical Skills : People Management, Microsoft Office & Zendesk system experience (preferred).
