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.

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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.