Operations Team Lead - India

February 28

Branch International

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Delivering world-class financial services to the mobile generation

51 - 200

Description

• The Operations Team Lead role will be responsible for managing the day to day payment operations, credit operations, customer service and other operations of our office in India. • This role reports to the Head, India Operations. • Manage a quickly growing team to provide a world-class, operations team to delight our rapidly expanding customer base in India • Support hiring and team onboarding processes for new hires • Ensure various sub-teams set and hit aggressive productivity and quality goals • Manage team scheduling and capacity planning • Lead various initiatives with product and other global teams to improve process automation and the Branch customer experience • Serve as first point of escalation for system issues; support product and engineering teams in issue diagnosis and reporting • Maintain team documentation and collaborate with other division leads on continuous improvement of team processes • Collaborate cross functionally on various initiatives for admin, marketing, finance, and collections

Requirements

• 5-10 years’ of experience managing and scaling a large, successful operations for a startup, bank, telco or IT company a plus • Highly passionate about customers • Highly entrepreneurial and comfortable with ambiguity and taking initiative • Excellent collaborator and team player • Deep understanding of successful process implementation and improvement • Extremely analytical with expert Excel skills; SQL skills a big plus • Ability to effectively communicate with people at all levels in verbal and written communication • Able to build relationships with their team members and develop them through expectation setting and coaching

Benefits

• Mission-driven and fast-paced, entrepreneurial environment • Competitive salary and equity package • A collaborative and flat company culture • Comprehensive private health insurance • Generous vacation policy • Flexible working hours • Weekly team meals and social events (virtual for now!)