Related skills
fintech people management qa kyc customer experience📋 Description
- Own end-to-end people management for Fastlane (hiring, onboarding, coaching, retention).
- Lead performance and development via structured 1:1s and data-driven reviews; build bench strength.
- Foster engagement, accountability, psychological safety; address underperformance decisively.
- Own delivery of core KPIs (SLA, CSAT, QA, productivity); drive actions via reviews.
- Ensure SOPs and policies are followed; localize for APAC; data handling & KYC.
- First escalation point for complex issues; partner with regional/global stakeholders.
🎯 Requirements
- 8+ years in Escalations/Customer Care/Operations; 5+ years in people leadership.
- Proven track record leading high-performing support teams in KPI-driven env.
- Strong English (verbal & written) for regional/global work.
- Able to manage performance using data, dashboards, and structured reviews.
- Experience handling escalations, ambiguity, and operational change with confidence.
- Preferred: fintech/payments, SaaS, or regulated environments.
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