Assistant Manager - Transaction Analysis

Jumio is seeking an Assistant Manager - Transaction Analysis to join their operations team. The ideal candidate will have 5+ years of experience in customer-facing roles within a Tech or SaaS environment. The candidate will have a strong background in escalation handling, team management, and process optimization. Proficiency in PowerPoint, Excel, Power BI, and Salesforce is essential for success in this role.

Responsibilities:

• Lead and manage a team of analysts responsible for reviewing and managing transaction data, ensuring quality and compliance.
• Handle customer escalations and complex queries with professionalism and timely resolution.
• Collaborate closely with cross-functional teams to improve process efficiency and customer experience.
• Analyze transaction trends, performance metrics, and operational challenges to identify areas of improvement.
• Prepare and present performance reports 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.
• Conduct regular training and coaching sessions for the team to maintain high-quality output.
• Ensure SLA adherence and drive continuous improvement in TAT and customer satisfaction scores.
• Responsible for generating reports and insights using Salesforce and other internal tools.
• Assist the Manager in workforce planning, performance reviews, and goal setting.

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
• Proven track record in handling high-impact customer escalations and quality audits
• Strong analytical skills with hands-on experience in Excel and Power BI
• Willingness to participate in customer calls, especially during escalations
• Ability to collaborate with global teams and work flexible shifts across time zones
• Excellent verbal and written communication skills
• Basic understanding of SDKs, Web technologies, and APIs
• Detail-oriented with a strong problem-solving mindset
• Strong adherence to processes with an analytical approach and attention to detail
• Exposure to transaction analysis, fraud detection, or identity verification is a plus

The role offers:

• Opportunity to work remotely
• Opportunity to work with global teams