To ensure the sales ecosystem operates efficiently by removing operational barriers that impact the productivity of Sales Associates and Affiliates. The role acts as the central coordination point for resolving issues raised through the Feex ticketing system, driving timely resolution and escalating systemic challenges to Technology, Customer Experience, Risk, Product, or Operations teams when necessary. By addressing issues quickly and identifying root causes, the role enables field teams to focus on customer acquisition, loan disbursement, and revenue generation.
Sales Ecosystem Support
Provide operational support to Credit Direct’s sales ecosystem by resolving issues affecting Sales Associates and Affiliates. This includes issues relating to:
- Loan application processing
- Loan disbursement execution
- Customer onboarding and verification
- Merchant onboarding and activation
- Wallet and transaction operations
- Product eligibility and system access
- Operational bottlenecks affecting sales execution
Ticket Management (FEEX Platform)
- Manage operational issues raised through the Feex ticketing system.
- Monitor incoming tickets raised by Sales Associates and Affiliates
- Classify and prioritize issues based on urgency and business impact
- Coordinate issue resolution across internal teams
- Ensure tickets are closed efficiently and accurately
- Maintain clear communication with the field on ticket progress and resolution
Operational Issue Resolution
- Resolve operational issues affecting the sales ecosystem and coordinate with relevant internal teams when escalation is required.
- Key internal stakeholders include Technology, Customer Experience, Risk, Operations, Product Team
- The role ensures that issues raised by the field are addressed quickly and communicated clearly.
Root Cause Identification
- Identify recurring operational issues affecting sales productivity and escalate systemic challenges to the appropriate teams for permanent resolution.
- Ensure that operational problems are resolved structurally rather than repeatedly handled as individual incidents.
Operational Insights
Generate insights on operational challenges affecting sales productivity including:
- Ticket volumes and trends
- Recurring operational bottlenecks
- Areas requiring system or process improvements
- Operational friction affecting the field
Requirements
- Bachelor’s degree in business administration, Operations Management or any related field.
- Minimum of 3–5 years’ experience in sales operations, operations
- support, customer experience, or financial services operations.
- Experience working with cross-functional teams in a financial service or fintech environment is an advantage.
Technical Competencies:
- Operational problem-solving
- Ticket management systems Proficiency
- Process improvement and root cause analysis
- Data analysis and reporting
- Operational coordination
Behavioural Competencies:
- Execution discipline
- Strong communication skills
- Analytical thinking
- Stakeholder management
- Problem-solving mindset
- Customer focus
- Collaboration
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