Operations Lead � Partner Support

BASYS Processing•Lenexa, KS

20d•Hybrid

About The Position

Contribute to a positive, collaborative workplace by communicating and working in ways that reflect our purpose and values. Uses direct supervision to lead an assigned team of associates. Perform a variety of activities to manage people and processes producing excellent customer service, both internal and external. Applies his/her knowledge of systems, procedures, and customers to perform diverse assignments in support of the day-to-day business efforts.

Requirements

World Class problem-solving skills to help resolve customer complaints or needs
Excellent verbal and written communication skills to communicate product ideas to clients
Strong customer service and interpersonal skills for dealing with different types of customers and clients
This role is eligible for a hybrid schedule. Up to one day per week may be worked remotely in accordance with the telecommuting policy.
Bachelor's degree in business administration, accounting, marketing or other related fields is preferred.
2-5 years of professional experience
1 year of supervising/leadership experience preferred
Knowledge of bankcard industry and its procedures
Proficiency in Microsoft Office Suite, CRM

Responsibilities

Initial and main point of contact for Senior positions; backs up when Senior is out
Subject matter expert in business processes and Partner support experiences
Assist in design and implementation of new business processes to optimized service and support experiences for Partners
Utilize available tools to ensure maximum coverage and adequate staffing of department
Maintain and promote high standards to ensure 90% or more of Partners rate their experience with BASYS as Very Positive
Ensure day-to-day activities, projects, and assignments are completed by assigned team within SLA
Resolve product or service problems by researching and determining the cause of the problem, expediting correction, and documenting resolution
Promote proactive conversations with Partners to discuss support, response to issues and a transparency of the wellness of their portfolio
Provide escalated technical support to customers among a variety of product categories
Coach assigned team members utilizing on the spot conversations, monthly 1-1s, monthly meetings, SMART goals, and annual performance evaluations
Provide daily, weekly, and monthly updates to management/leadership on department productivity and performance
Consistently meet goals for growth, retention, SLAs, and surveys for the department
Work with internal departments to ensure world class service for internal and external customers
Collaborate and contribute to training new associates
Promote and coach appropriate work behavior following guidelines from the handbook and management
Resolves mostly routine and some non-routine, more complex problems and communicates solution or requested information to all impacted parties
Complete other assigned duties as requested