Partner Support Team Leader , Saudi Nationals

## Responsibilities - Lead, coach, and motivate a Partner Support team to consistently achieve KPIs (CSAT, FCR, Productivity, Adherence). - Deliver structured feedback through QA reviews, calibration sessions, and performance 1:1s. - Create and maintain development plans to grow skills and retain top performers. - Manage daily workflows, escalations, and partner deliverables across multiple support channels. - Drive performance improvement routines, ensuring SLA achievement and fair application of policies (e.g., DAT, Hold Timer, CSAT Fraud controls). - Collaborate with Operations Manager to identify risks, close delivery gaps, and optimize team scheduling. - Participate in QA monitoring and ensure action plans are executed. - Champion the side-ticket and escalation framework to maintain efficiency and traceability. - Keep the team updated on product/process changes and industry trends. - Identify opportunities for automation and workflow improvement to enhance partner experience. - Partner with Scoring, Finance, BD, and Product teams to resolve escalations and streamline partner journeys. - Support delivery of business targets through reporting, root-cause analysis, and solution proposals. - Escalate high-impact issues to senior management with clear data and recommendations. ## Requirements - Proven success in contact center or B2B support leadership (1+ years as TL or Manager). - Experience with financial services, fintech, banking, or e-commerce preferred. - Strong coaching, people development, and performance management skills. - Excellent analytical and problem-solving abilities; able to turn data into action. - Fluency in English (B2+) required; strong Arabic is an advantage. - Experience in remote or distributed team management is a plus. - Confident handling demanding partners, escalations, and sensitive situations. - Skilled in reporting and presenting findings to management. - Bachelor’s degree in a relevant discipline (business, operations, or related field). ## Nice to Have - Experience in remote or distributed team management. ## Benefits - Quarterly Bonus based on achieving operational targets. - Career Growth Opportunities, subject to business needs and performance. - Rotational Shifts: 24/7 operation, 5 working days per week, 9-hour shifts including breaks. - Exposure to a high-growth fintech environment with opportunities to shape operational excellence.