ZR_266_Assistant Manager MXM POS

Priority IDC Private Limited; India; Hybrid; INR 1,000,000 - 1,800,000; Full time

Job summary

PriorityTechnology Holdings, Inc. in India seeks an Assistant Manager to support day-to-day operations of the Customer Success & Support team.

You will supervise a team across shifts, monitor SLA performance, and coordinate with stakeholders to ensure high-quality customer experiences for Passport, MXC/MXM, Prisma AMC, Letus, and other Priority platforms. The role requires a 6-day schedule with WFO weekdays and WFH weekends.

Qualifications

• 4+ years in customer support or fintech operations.
• 1–2 years in leading teams (Senior Analyst / TL / Acting TL / AM).
• Strong understanding of U.S. fintech, payments, and banking workflows.
• Proficiency with dashboards, Excel/Sheets, reporting tools, and ticketing systems.
• Excellent communication, decision-making, and people-management skills.

Responsibilities

• Supervise Analysts and Senior Analysts across multiple shifts.
• Manage daily workflow, queue monitoring, and SLA adherence.
• Drive KPIs such as AHT, ASA, FCR, Quality, and Productivity.
• Conduct QA audits and coordinate training to close skill gaps.
• Collaborate with Product, Engineering, Compliance, PayOps, and Risk.
• Prepare reports and dashboards for leadership reviews.

Skills

Team leadership

Communication

Decision making

People management

Education

Bachelor’s degree in Finance, Business, or Technology

Tools

Excel/Sheets

Dashboards

Reporting tools

Ticketing systems

Job description

Job Description:

PriorityTechnology Holdings, Inc. (NASDAQ: PRTH), headquartered in Alpharetta,Georgia USA, with its India office in Chandigarh, builds state-of-the-artfintech products powering modern commerce.

We providea unified platform for Banking & Payments across SMB, B2B, and Enterprisesegments.

Our mission is to help businesses collect, store and move moneyseamlessly through new-age digital payment solutions.

We are anemployee-first organization focused on professional growth, continuouslearning, and a positive work environment based on mutual respect andcollaboration.

About the Role:

The Assistant Manager will support day-to-day operational management of the Customer Success & Support team. This role focuses on teamsupervision, SLA performance, quality assurance, stakeholder coordination,and operational excellence, ensuring high-quality customerexperience for Passport, MXC/MXM, Prisma AMC, Letus, and other Priorityplatforms. This position requires a 6-day work schedule. Monday to Friday will be Work-From-Office (WFO), while Saturday or Sunday will be Work-From-Home(WFH). The 6th-day working will be compensated as per company guidelines.

Team & Operational Management

• Supervisea team of Analysts and Senior Analysts across multiple shifts.
• Managedaily workflow distribution, queue monitoring, and SLA adherence.
• Ensureconsistent achievement of KPIs such as AHT, ASA, FCR, Quality, andProductivity.
• Conductdaily huddles, WBRs, and performance trackers to maintain operationaldiscipline.

Quality, Training & ProcessExcellence

• PerformQA audits, coach team members, and ensure 100% compliance with SOPs.
• Identifyskill gaps and coordinate training, refresher modules, and knowledge-baseupdates.
• Drivecontinuous improvements across processes to reduce errors, escalations, andrework.

Stakeholder & EscalationHandling

• Managemerchant escalations, critical incident follow-ups, and cross-functionalcommunication.
• Collaboratewith Product, Engineering, Compliance, PayOps, and Risk to resolve issues.
• Supportleadership in building decks, executive summaries, and customer-impactanalyses.

Reporting & Governance

• Maintaindaily/weekly performance MIS, dashboards, and operational insights.
• Monitorcapacity planning, schedule adherence, shrinkage, and workforce optimization.
• Preparereports for leadership reviews, audits, and compliance requirements.

Requirements

• Bachelor’s degree; preference for Finance,Business, or Technology domains.
• 4+ years of customer support or fintechoperations experience.
• 1–2 years of experience leading teams (SeniorAnalyst / TL / Acting TL / AM).
• Strong understanding of U.S. fintech,payments, banking workflows (ACH, KYC/CIP, debit cards, funding, disputes,etc.).
• Proficiency with dashboards, Excel/Sheets,reporting tools, and ticketing systems.
• Excellentcommunication, decision-making, and people-management skills.

This position requires a 6-day work schedule. Monday to Friday will be Work-From-Office (WFO), while Saturday or Sunday will be Work-From-Home(WFH). The 6th-day working will be compensated as per company guidelines.

Requirements