• Managing a team of 20-25 analysts • Motivating and strategising how the team will meet efficiency, productivity and consistent targets• Performing twice a month check-point on the analyst's performance using scorecards as a point of discussion• Charting career development plans for the analysts and providing guidance on how to achieve personal and career goals• Elevating and escalating red flags to management from a duty-of-care perspective• Ensuring that team schedules are communicated: leave requests are attended to and team attendance is monitored. Managing chronic absentism on the team• Guaranteeing that the base operational expectations and information security policies are enforced• Identifying improvement opportunities in workflows and suggesting solutions. Creating a culture of innovation• Facilitating team meetings and team huddles• Creating an engaging and fun work atmosphere for the team• Being the first point of escalation and clarification on HR-related matters and concerns• Course correcting non-performing metrics and analysts through root cause analysis and solid action planning• Performing monthly sit-down sessions to gather insights and innovative ideas• Executing administrative functions inside the team (i.e. time report reviews) and HR disciplinary actions (if needed)• Ensuring that SMEs are performing their duties and responsibilities

Duties & Responsibilities:• Providing weekly Error Coaching to analysts while documenting feedback• Answering queries/extending assistance to analysts who reach out for help• Creating and implementing performance improvement plans for underperforming analysts• Responsible for working on quality/audit queues as well as performing spot-checks• Conducting and hosting RCAs• Creating and presenting policy-based PowerPoint presentations• Detecting policy gaps and raising solutions for the policy team• Delivering policy Update Training & Refreshers and cascading clarifications through team meetings• Using LMS to register and track training sessions • Gathering and consolidating trends, publishing findings to market leads, and raising clarifications • Generating recommendations for tooling enhancements• Support Team representative on the Engagement Team

Key Responsibilities:• Assist our community and help resolve inquiries accurately and on time• Respond to user inquiries with high quality, speed, empathy and accuracy• Use market specific knowledge, signals and insights to spot and scope escalable solutions to improve the support of our community of users• Become and remain knowledgeable about client’s products and community standards• Make well balanced decisions and personally driven to be an effective advocate for our community• Display a strong commitment to doing what’s right for our community in supporting the client’s mission• Investigate and resolve issues that are reported on clients site such as requests for account support and reports of potentially abusive content• Gather, analyse and utilize relevant data to develop ways to improve the overall user experience on the site• Enforce Client’s Terms of Use by carefully monitoring reports of abuse on the site• Review the reported content within agreed turnaround times and standards of quality• Identify inefficiencies in workflows and suggest solutions• Recognize trends and patterns, and escalate issues outside

• Generating sales revenue for the business whilst maintaining and achieving sales targets• Providing customer support to ensure customer delight