ZR_266_Assistant Manager (MXM POS)

Company
Profile

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

We provide
a unified platform for Banking & Payments across SMB, B2B, and Enterprise
segments. Our mission is to help businesses collect, store and move money
seamlessly through new-age digital payment solutions.

We are an
employee-first organization focused on professional growth, continuous
learning, and a positive work environment based on mutual respect and
collaboration.

About the Role:

The
Assistant Manager will support day-to-day operational management of the
Customer Success & Support team. This role focuses on **team
supervision, SLA performance, quality assurance, stakeholder coordination,
and operational excellence**, ensuring high-quality customer
experience for Passport, MXC/MXM, Prisma AMC, Letus, and other Priority
platforms.

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

· Supervise
a team of Analysts and Senior Analysts across multiple shifts.

· Manage
daily workflow distribution, queue monitoring, and SLA adherence.

· Ensure
consistent achievement of KPIs such as AHT, ASA, FCR, Quality, and
Productivity.

· Conduct
daily huddles, WBRs, and performance trackers to maintain operational
discipline.

Quality, Training & Process

Excellence**

· Perform
QA audits, coach team members, and ensure 100% compliance with SOPs.

· Identify
skill gaps and coordinate training, refresher modules, and knowledge-base
updates.

· Drive
continuous improvements across processes to reduce errors, escalations, and
rework.

Stakeholder & Escalation

Handling**

· Manage
merchant escalations, critical incident follow-ups, and cross-functional
communication.

· Collaborate
with Product, Engineering, Compliance, PayOps, and Risk to resolve issues.

· Support
leadership in building decks, executive summaries, and customer-impact
analyses.

Reporting & Governance

· Maintain
daily/weekly performance MIS, dashboards, and operational insights.

· Monitor
capacity planning, schedule adherence, shrinkage, and workforce optimization.

· Prepare
reports for leadership reviews, audits, and compliance requirements.

​

Requirements

· Bachelor’s degree; preference for Finance,
Business, or Technology domains.

· 4+ years of customer support or fintech
operations experience.

· 1–2 years of experience leading teams (Senior
Analyst / 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.

· Excellent
communication, 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.

​