Payments Monitoring Team Lead

What You’ll Be Driving:

• Taking full responsibility for managing payments monitoring, traffic oversight, PM switching, and proper escalation of requests;
• Reviewing and evaluating each team member’s work and making decisions on hiring or termination;
• Leading the monitoring team and ensuring they have the knowledge and skills needed to meet SLAs;
• Training new employees on company policies, procedures, and ethics to ensure role clarity;
• Monitoring charts and alerts to identify areas for improvement and respond to traffic drops;
• Collaborating with other departments and Payment Providers to ensure customer satisfaction;
• Monitoring team KPIs to ensure compliance with established standards;
• Collecting, presenting, and reporting on key results, KPIs, and team achievements;
• Leading and controlling internal monitoring processes and ensuring SLA targets are met;
• Overseeing internal notifications and driving automation and process improvements. 

What Makes You a GR8 Fit:

• Understanding of payment solution principles across different regions;
• Experience in high-volume, multitasking environments;
• Strong stress resistance in fast-paced operational settings;
• Proactive approach to tasks and problem-solving;
• Excellent communication and negotiation skills;
• High attention to detail;
• Strong organizational skills;
• Confident and timely decision-making;
• Strong analytical skills for monitoring, investigation, and resolving complex situations;
• Team management experience;
• Ukrainian or Russian (fluent) and English required.