Team Lead - Payment Services

bluCognition is an AI/ML based start-up specializing in developing data products leveraging alternative data sources and providing servicing support to our clients in the financial services sector.

Founded in 2017, by some very named senior professionals from the financial services industry, the company is headquartered in the US, with the delivery center based in Pune.

We build all our solutions while leveraging the latest technology stack in AI, ML and NLP combined with decades of experience in risk management at some of the largest financial services firms in the world. Our clients are some of the biggest and the most progressive names in the financial services industry.

We are entering a significant growth phase and are looking for individuals with entrepreneurial mindset who wants to join us in this exciting journey.

https://www.blucognition.com/

The Role:

You will be responsible for managing payment operations for a major US-based telecom client. You will lead a team of 10-15 employees, focusing on building and optimizing processes for payment services. You will ensure the seamless delivery of services while meeting the clients operational goals and service level expectations.

Responsibilities:

Work on regular cases daily, performing quality audits and address escalated emails related to agencies and internal teams promptly and effectively.

Generating and pulling reports to track progress, inform the team, and identify areas for improvement.

Collaborating with the Audit team to streamline processes and improve efficiency.

Conducting specialized new hire training, creating/updating job aids, and providing refresher training as needed.

Assisting the Manager and providing backup support, including leading meetings and addressing escalated issues.

Observing team performance to ensure adherence to company policies and procedures, conducting audits, and providing feedback/coaching to agents and other departments. Monitoring and responding to emails from escalated Recovery Distribution Lists (DLs), issuing daily reports to all agents and supervisors, and presenting opportunities for improved operational procedures.

Proactively working on projects to ensure completion and contributing to frontline productivity when necessary.

Qualification & Skills:

Bachelors degree in business administration, Management, or related field preferred.

Proven experience of 3 to 6 years (with at least 1 year of team leading experience) in a

similar support role, preferably in collections, payments, or back-office operations environment.

Strong analytical skills with the ability to generate and interpret reports.

Excellent communication and interpersonal skills.

Ability to work independently and collaboratively within a team.

Detail-oriented with strong organizational and multitasking abilities.

Proficiency in Microsoft Office Suite and other relevant software.

Knowledge of recovery processes and support resolution preferred.

Location: D - 3010, Solitaire Busniess Hub, Viman Nagar, Pune - 411014, Maharashtra, India

Mode of Work: Onsite / Work From Office (WFO)

Working Days: 5 Days a Week (Mondays to Fridays)

Shift Timings: Day