Team Lead: Onboarding Specialist at Peach Payments

Your mission should you choose to accept:

Support / Sales

• Drive strong operational delivery and process improvement helping to mitigate risk while balancing operational efficiency and user impact
• Identify gaps in current systems, policies and strategies, and recommend enhancements and process improvements to mitigate risks
• Build a great culture and ensure team members are happy, effective, and growing in their career
• Set clear goals and direction, and provide regular feedback on team members’ performance
• New Merchant On-boarding
• Allocate cards in pipefy to Operations Specialists according to skill
• Monitor pipefy activities to ensure progress in merchant onboarding
• Consultation with sales, legal and finance to ensure seamless on-boarding
• Monitor the onboarding of “add-on” products for existing merchant
• Manage and facilitate on-boarding of new partners
• Resolve customer support & sales queries via email (using company helpdesk software) and phone (logging to helpdesk as necessary); only where overflow or impact in capacity of team
• Identify the need to create or update support materials in Peach Payments Support Portal

Account Management

• Partner management - Engage with our banking / payment partner to facilitate key processes and improve obstacles for team
• Ensure strong relationships are maintained with Sales team (Sale Managers, Account Managers and support staff)

Testing & Training

• Testing and quality control of new or existing functionality on the website
• Merchant Training on Peach Payments systems

Staff Development

• Coach and guide team members in primary and secondary functions
• Manage and plan team capacity
• Track team performance against KPI and business strategic goals
• Ensure each team member has an agreed development plan and support in actively measuring outcomes (not activities)

Personal Development

• Jointly create a development plan with the supervisor/manager
• Take accountability for ensuring outcomes are achieved in terms of personal plan

General

• General client relations and administrative tasks
• Participate in ad-hoc projects as identified by business
• Take up ad-hoc activities through team members

What we’d like you to have:

• Minimum 3 years managing a team
• Experience using data to propose creative solutions to both tactical and strategic problems
• Experience influencing and collaborating with a broad set of senior stakeholders
• The ability and desire to question the status quo
• Advanced creative thinking and problem solving skills