Assistant Manager - Transaction Analysis

Summary

Join Jumio's growing operations team as an Assistant Manager – Transaction Operations. This role requires 5+ years of customer-facing experience, including team management, escalation handling, and process optimization. Proficiency in various software (PowerPoint, Excel, Power BI, Salesforce) is essential. You will lead a team of analysts, handle customer escalations, collaborate with cross-functional teams, and analyze transaction data. Responsibilities include preparing reports, conducting audits, providing training, and ensuring SLA adherence. The ideal candidate will possess strong analytical and communication skills and a detail-oriented mindset.

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

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

Preferred Qualifications

• 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