Assistant Manager - Transaction Analysis
- Jumio
- 5 - 10 years
- Kolkata
- 1 month ago
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Job Description
Job Summary:
We are seeking a dynamic and experienced Assistant Manager - Transaction Operations to join our growing operations team. The ideal candidate will have 5+ years of experience in customer-facing roles, with a strong background in escalation handling, team management, and process optimization. Proficiency in PowerPoint, Excel, Power BI, and Salesforce is essential.
Key Responsibilities:
- Lead and manage a team of analysts responsible for reviewing and managing transaction data, ensuring quality and compliance.
- Handle customer escalations and complex queries with professionalism and timely resolution.
- Communicating with global customers on calls
- Collaborate closely with cross-functional teams including Technical Support, Product, and Customer Success to improve process efficiency and customer experience.
- Analyze transaction trends, performance metrics, and operational challenges to identify areas of improvement.
- Prepare and present performance reports, PPT Slides, and insights using Power BI and Excel.
- Support strategic initiatives and contribute to developing and implementing SOPs and best practices.
- Conduct regular audits of responses and reports to identify trends, gaps, or quality issues. Conduct regular training and coaching sessions for the team to maintain high-quality output.
- Ensure SLA adherence and drive continuous improvement in TAT and customer satisfaction scores.
- Responsible for generating reports and insights using Salesforce and other internal tools to support operational efficiency and informed decision-making.
- Assist the Manager in workforce planning, performance reviews, and goal setting.
Key Requirements:
- Bachelor s degree in any stream.
- 5+ years of experience in Customer Support and Success
- 4+ years of prior experience managing or mentoring a team in a fast-paced, customer-facing environment.
- Proven track record of handling high-impact customer escalations and quality audits.
- Strong analytical skills with hands-on experience in Excel (pivot tables, VLOOKUP, etc.) and Power BI.
- Participate in customer calls when required, especially in escalation scenarios or when clarification is needed on investigation outcomes.
- Liaise with global teams and be flexible to work in different shifts, as collaboration may span multiple time zones.
- Excellent communication skills - written and verbal, and presentation skills; ability to prepare decks on PowerPoint.
- Familiarity with Salesforce CRM is desired
- Detail-oriented with a problem-solving mindset and the ability to work under pressure.
- Analytical mindset with attention to detail and process adherence.
Preferred Attributes:
- Experience working in a tech or SaaS-based company.
Basic knowledge of SDK, WEB, API - Exposure to transaction analysis, fraud detection, or identity verification is a plus.
Key Characteristics and Attitudes:
In a recent global survey these attributes were valued by Jumios in all locations and functions - we firmly believe in hiring for attitude as well as skill.
- Friendly and supportive
- Adaptable and flexible
- Articulate and persuasive
- High IQ and EQ
- Curious and coachable
- Commercially Aware
- Resilient and tenacious
- Big picture and the detail
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Data Science & AnalyticsRole Category: Business Intelligence & AnalyticsRole: Business Intelligence & Analytics - OtherEmployement Type: Full timeContact Details:
Company: JumioLocation(s): Kolkata+ View Contact
Keyskills: Automation Team management VLOOKUP Analytical Customer support Gaming Operations Technical support Financial services Recruitment
Fraud Alert to job seekers!
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Jumio
Jumio helps organizations to know and trust their customers online. From account opening to ongoing monitoring, the Jumio platform provides AI-driven identity verification, risk signals and compliance solutions that help you accurately establish, maintain and reassert trust.
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