Verification and Payment Team Leader

at  Twisto

COMPANY DESCRIPTION

Twisto, a Param Company, is a leading Buy Now Pay Later service provider from CEE. Our neat and powerful mobile app allows customers to defer their payments, split them into installments or split the bill with friends, and take care of their invoices quickly and easily. Twisto offers virtual cards for shopping comfortably everywhere and aggregates the payments for users, giving them the best exchange rate possible for international payments. With more than 20,000 merchants, Twisto offers wider and better payment options for higher conversion rates, higher average purchase value, and less time wasted.

ROLE DESCRIPTION

Twisto is seeking a full-time Verification and Payment Team Leader who will join the Czech team. The purpose of this role is to inspire, motivate, lead and develop a team of specialists and managing performance and quality of verification and payment process.

MAIN RESPONSIBILITIES:

• Leading and supporting the team of specialists (10 FTE).
• Shift management and resource planning to achieve the best customer experience, SLA and smooth team operation.
• Setting up clear performance standards for the team, monitoring them, setting process and plan improvements to deliver on targets.
• Ensuring that the assessment of customer requests to open a Twisto account is processed correctly in accordance with internal standards and processes.
• Regular review performance and comparing it to market standards.
• Cooperation with other departments.
• Identifing and solving common problems, or escalating them if needed.
• Team lifecycle management (hiring, onboarding, performance review, motivating and engaging team members, team building, termination of cooperation ….).
• Secondary education with GCSE.
• Min 1 years experience in managing operation of customer care teams.
• Experience with setting up back office processes.
• Understanding of underwriting processes and strategies.
• Familiarity with legal framework of loan provisioning, data protection and consumer protection.
• Understanding change management processes, tools, and techniques.
• Well-developed ability to effectively influence and negotiate with customers, colleagues, and senior stakeholders.
• Advocate for change, lead as example, ability to convince others that implemented change is effective way.
• Good analytical skills, problem-solving and decision-making skills.
• Languages: Czech - min. C1, English - min. B2.