სერვის ექსპერტი/გუნდის ლიდერი – გაყიდვების შემდგომი პროცესი (MSME)

About the role

We are looking for a Service Expert / Team Leader to manage post‑sales processes for MSME loan customers. The role is part of an Agile team that ensures smooth loan disbursement follow‑up, improves customer experience and drives continuous process optimisation.

Key responsibilities

• Lead the daily activities of the MSME post‑loan process team using Agile/Scrum methods.
• Plan and prioritize work, manage the backlog and ensure alignment with business value.
• Ensure achievement of team goals, KPIs and service standards.
• Identify bottlenecks, analyse root causes and initiate effective solutions.
• Manage complex, non‑standard customer cases and escalations.
• Collaborate with internal teams to implement process improvements.
• Promote a culture of transparency, continuous improvement and effective Scrum practices.

Required profile

• Proven experience in leading and developing teams.
• Experience in managing and improving customer‑related processes.
• Ability to analyse processes, identify problems and discover improvement opportunities.
• Experience with KPI management and delivering team objectives.
• Strong communication with multiple stakeholders and ability to drive collaboration.
• Result‑oriented, capable of independent decision‑making and taking responsibility in complex situations.
• Willingness to embrace new challenges and foster a culture of continuous improvement.

Required skills