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.

​

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.