Manager, Operations

Duties & Responsibilities

Essential Functions

• Initial and main point of contact for Senior positions; backs up when Senior is out
• Subject matter expert in business processes
• Assist in design and implementation of new business processes
• Utilize available tools to ensure maximum coverage and adequate staffing of department
• Maintain and promote high standards to ensure 90% or more of merchants 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
• 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

Additional Responsibilities

• 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

Requirements

Education & Experience

• Associate’s or Bachelor’s Degree Preferred
• Prefer two or more years’ experience in a Management or Leadership capacity
• Knowledge of Bankcard industry and its procedures is preferred but not required
• Strong Communication Skills Required
• Proficiency in Microsoft Office Suite, CRM

BASYS provides direct credit and debit card processing solutions for businesses across the country. We treat our team, clients, and vendors like people, not numbers. BASYS is proud to maintain a 90% customer retention rate of clients that continue to process, in an industry where retention rates often average closer to 70 to 75%. We feel that this is a perfect example of how our customer oriented business model sets us apart.

BASYS is an equal opportunity employer