Lead Community Manager
il y a 4 jours
Job Title: Lead, Community Management
Job Summary:
We are seeking a highly skilled and experienced Lead, Community Management to join our team at Adroit People Limited (UK). As a key member of our community management team, you will be responsible for leading the implementation of community management strategies and initiatives that drive engagement, retention, and growth.
Key Responsibilities:
- Community Management: Develop and implement community management strategies and initiatives that drive engagement, retention, and growth.
- SWIFT Implementation: Coordinate the implementation of SWIFT, including bank connectivity management, electronic bank statement monitoring, and rejected transaction investigation and resolution.
- Technical Support: Provide technical support for Treasury systems and bank interfaces, including generating and analyzing reports from Kyriba on cash flows.
- Process Improvement: Continuously seek ways to streamline processes and reduce operational costs, and collaborate with finance teams to support overall financial planning and strategy.
- Deliverables: Develop documentation of SWIFT implementation and a manual on how to handle bank rejections.
- Escalation Point: Act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution.
- Root Cause Analysis: Create root cause analysis for critical issues and put in place necessary preventive measures to reduce future defects.
- Collaboration: Collaborate closely with product management, development, and QA teams to provide feedback on product improvements, influence product design, and ensure alignment with customer needs.
- Technical Assistance: Provide technical assistance to team members in resolving customer issues.
- Continuous Improvement: Drive continuous improvement initiatives for support processes, workflows, and identify opportunities for innovation, automation, and efficiency enhancements.
Requirements:
- Proven experience in community management and technical support.
- Strong knowledge of SWIFT and Treasury systems.
- Excellent communication and collaboration skills.
- Ability to analyze complex issues and develop effective solutions.
- Strong problem-solving and analytical skills.
- Ability to work in a fast-paced environment and prioritize multiple tasks.
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