Manager, Consumer Support Services

The company is a global technology company in the payments industry, dedicated to connecting and powering an inclusive digital economy that benefits everyone by making transactions safe, simple, smart, and accessible. The Global Customer Delivery & Care team is seeking a Consumer Support Manager to elevate consumer servicing across various KPIs and SLAs. This position is accountable for managing third-party suppliers, vendors, and partners that service end consumer experiences, ensuring performance meets or exceeds contractual expectations.

Location: Dubai, United Arab Emirates
Work Conditions: Hybrid, Full-time

Key Responsibilities:

• Manage and evaluate the performance of third-party suppliers/vendors and partners to enhance consumer experiences.
• Identify and drive opportunities for improvement through data analysis from both internal and external sources.
• Manage financial metrics, including forecasting and re-forecasting.
• Maintain relationships with key business stakeholders, both internal and external.
• Ensure adherence to governance processes and regulatory compliance.
• Communicate effectively with a diverse range of stakeholders through regular business reviews.

Ideal Candidate Requirements:

• Strong focus on consumer needs to drive superior experiences.
• Ability to assess and recommend improvements in business processes.
• Expertise in process mapping and flow.
• Capability to challenge vendors/suppliers while holding them accountable for deliverables.
• Strong analytical and communication skills.

Corporate Security Responsibility:
Every individual working for or on behalf of the company must prioritize information security by adhering to company policies, maintaining confidentiality, reporting security violations, and completing periodic security training as required.