Purpose of Position
Reporting into the Head Of Internal Operations, the Internal Operations (“IntOps”) Team Leader will formulate and manage a nearshore team of approx. 6 Administration Assistants, located in nearshore locations of Brazil and Poland. Internal Operations supports the effective running of the business unit by completing tasks that relate to payment processing, outstanding payments, offline programmes, contract addendums and amendments and processing customer offboarding (amongst other validation and payment process topics).
The IntOps Team Leader will co-ordinate work via the Salesforce service console and will ensure that requests are prioritised appropriately and delivered within the agreed internal SLA guidelines. After ensuring their own comprehensive knowledge and personal hands-on completion of all processes expected of the team, they will build out an effective training plan for onboarding new talent and extending knowledge of existing team members.
This team may be the last direct point of contact for many Platform Services customers; the IntOps Team Leader needs to ensure staff operate to the highest level of professionalism, paving the way for any future re-introduction to Awin.
Key Tasks
- Lead the administration of customer offboarding
- Assist with the transitioning of customers between platform plans, ensure 100% completion of all related steps.
- Co-ordinate completion of all contract addendum/amendments
- Monitor outstanding payments and maintain minimal levels of bad debt. Working closely with the Credit Control Platform Services Team Leader where required
- Responsible for ensuring all team members are following department processes correctly and accurately
- Maintain a focus on helping to achieve the departments OKRs.
- Other tasks will include adhoc support such as helping with ASC audits, production of Look Books, helping update content assets, creation of training guides and materials etc.
Skills & Expertise
- Highly organised, proven ability to co-ordinate numerous workstreams
- Comprehensive knowledge of Awin processes or willingness to learn them quickly
- Strong level of commercial acumen
- Shows resilience and patience when faced with high pressure/demanding customers
- Can apply a tenacious, yet tactical, approach to adherence with terms and conditions to recoup owed funds
- Highest level of communication and customer service skills
- Exhibit a professional leadership approach managing team members
- A second language (French, Spanish, Italian) is preferable
- Prior account management/customer support experience in an affiliate marketing role is an advantage
- Required Excel Skills: Solid knowledge of Microsoft Excel, including data entry, basic formulas, and spreadsheet management
Our Offer
- Flexi-Week and Work-Life Balance: We prioritise your mental health and wellbeing, offering you a flexible four-day Flexi-Week at full pay and with no reduction to your annual holiday allowance. We also offer a variety of different paid special leaves.
- Flexi-Office: We offer an international culture and flexibility through our Flexi-Office and hybrid/remote work possibilities to work across Awin regions.
- Health & Well Being: With our support and access to various initiatives and sports offers, you can devote yourself to your mental and physical well-being.
- Welfare: We offer Bradesco TNQQ for health & dental insurance that is eligible to the employee, partner and kids at no salary discount. Besides, we support you with transportation and food vouchers.
- Development: We’ve built our extensive training suite Awin Academy to cover a wide range of skills that nurture you professionally and personally, with trainings conveniently packaged together to support your overall development. Improve your English skills with Awin’s English language course subsidy.
- Remote Working Allowance: You will receive a monthly allowance to cover a part of your running costs. In addition, we will support you in setting up your remote workspace appropriately.
- Appreciation: Thank and reward colleagues by sending them a voucher through our peer-to-peer program.
Established in 2000, Awin is proud of our dynamic, social and inclusive culture.
Like all businesses, we’ve had to adapt and nurture our culture in a virtual environment. Our virtual ‘Life @ Awin’ hub brings our colleagues from across the globe together for various social activities.
Diversity & Inclusion are paramount to us, and we proudly pursue and hire diverse team members. We champion uniqueness and authenticity; this is who we are at our core. Our network of affiliate partnerships are diverse and transparent, as are the employees powering our vision to build the world’s leading open partner ecosystem. We welcome all backgrounds, identities, and experiences. If you need support at any point in the application or interview process, please let us know.
Apply now to begin the next stage of your career at a progressive company that supports both your professional and personal development.