Service Expert / Team Lead - Post-Sales Process Management

“TBC” is announcing a vacancy for the position of Service Expert/Team Lead - Post-Sales Process Management (MSME direction)

Company Description We are TBC - a leading financial institution in the region, where a brave and goal-oriented team, we fulfill our mission and simplify people's lives.

We set a new standard of service using data analysis, artificial intelligence, and digital products.

We support you in development, achieving goals, and creating your success story - the main thing is to believe.

Job Description

In TBC's Business Segments Management League, we are looking for a Team Lead for MSME Post-Sales Process Management.

You will join an Agile team that takes care of the effective and smooth management of post-loan processes for MSME customers. Your main goal will be to improve the customer experience with the team, streamline and develop processes, identify existing challenges, and find effective solutions to them.

This is a role where both people management and development, as well as a systemic vision of processes, result orientation, and effective collaboration with different teams are important.

Who We Are Looking For: - If you have experience in team management and development; - If you have experience in managing and improving customer-related processes; - If you can analyze processes, identify problems, and find opportunities for improvement; - If you have experience in managing KPIs and results and can ensure the achievement of team goals; - If you can communicate effectively with different stakeholders and ensure cooperation around a common goal; - If you are result-oriented, can make decisions independently, and are not afraid to take responsibility in difficult situations; - If you are ready for new challenges and creating a culture of continuous improvement, then get ready for an interesting adventure.

You Will Be: The Team Lead of the MSME Post-Loan Process team, working with Agile approaches and taking care of the team's effective work, improving customer experience, and constantly developing post-loan processes.

You will facilitate the effective use of Scrum principles in the team, prioritize work, transparent planning, and the formation of a culture of continuous improvement.

You will be responsible for: - Managing the daily activities of the team responsible for post-loan processes for MSME loans, planning work and determining priorities using Agile/Scrum approaches; - Ensuring the team's goals, KPIs, and service standards are met; - Managing the team's backlog, prioritizing tasks, and planning activities considering business value; - Continuously improving, streamlining, and increasing the efficiency of after-sales processes for MSME customers; - Identifying challenges and bottlenecks in processes, analyzing their causes, and initiating relevant solutions; - Managing complex and non-standard customer-related cases and escalations; - Collaborating with relevant internal teams to improve processes and coordinating changes; - Actively communicating with all related stakeholders, sharing information, and supporting the process of making joint decisions; - Analyzing process and team results, identifying key findings, and planning improvement initiatives; - Sharing international and local experience in the after-sales area and ensuring the implementation of best practices; - Identifying opportunities for process automation and digital solutions development and collaborating with relevant teams; - Taking responsibility for the quality and deadlines of task execution.

Qualifications - Experience in team management and development; - Experience working in customer service, after-sales, operations, or related processes; - Experience in business process analysis and improvement; - Experience in managing KPIs, SLAs, and performance results; - Ability to analyze data and make decisions; - Experience collaborating with various functional teams and stakeholders; - Ability to identify problems, analyze causes, and find effective solutions; - Ability to plan and organize own and team activities; - Ability to make independent decisions and take responsibility; - Strong communication and negotiation skills; - Experience working with technical teams and in an Agile environment (Scrum/Kanban); - Initiative, result-oriented, and change management skills; - Willingness to work with AI tools and modern technologies

To apply, please follow this link: https://smrtr.io/BVR_h