Supervisor: Support Analyst (POS Systems)

Key responsibilities: Manage daily operations of the second line team and interactions: Supervises and oversees all L2 customer and third-party interactions, fostering technical growth and operational excellence. Develops shift schedules and manages resource allocation to ensure adequate support coverage, including afterhours standby and escalation rosters. Identifies issues and trends that require escalation and follow up on updates from internal teams and suppliers. Optimises and automates support processes and tasks to improve efficiency. Coaches and mentors operational team members across first- and second-line support teams. Builds efficiencies across teams and channels through automation, optimisation, and process improvements. Assists customers with integration into the companys switch Assists with article and mandate compliance queries received from banks. Manages and analyses Remedy Queries to ensure timely resolution and accurate tracking Maintains efficient customer operatio...

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