SSE Performance Steering Head
Core
Lead a global team of Performance Steering Leads to architect data-driven frameworks that maximize capacity, reduce operational variance, and bridge the gap between technical product capabilities and manual operational effort for a global money transfer platform.
Role type
Senior IC Operations Leader (Performance Steering)
Builds
Global operational efficiency frameworks, KPI governance systems, and automated remediation plans for Customer Support, KYC, FinCrime, and Payment Operations.
Domain
FinTech / Global Operations / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership and mentorship, SQL, data visualization, Workforce Management (WFM), statistical analysis (Variance Significance Factor, standard deviation), Root Cause Analysis (RCA), vendor governance, product-ops integration
Preferred skills
Python, automation tools (Twilio), FinCrime or KYC operations background, managing dotted-line relationships across global sites
Technologies
SQL, Twilio
Responsibilities
Manage and mentor a global team of Performance Steering Leads; oversee setting of KPI targets (AHT, Occupancy, Adherence, CpH, SLA) across global service teams; ensure utilization of statistical methodologies to eliminate performance gaps; act as final escalation point for complex Root Cause Analyses; partner with Product and Engineering to translate operational data into product requirements; implement global scorecards and frameworks for vendor partners
Seniority
Senior, hands-on IC