Job responsibilities
- Build and lead a high performing business operations function, deliver exceptional service experience on a day by day basis
- Operate effectively in a virtual team working environment using empowerment to create a right first time culture for colleagues and customers
- Define, implement and maintain operational excellence across the operations teams, ensuring the customer experience is unique, fair, consistent, transparent and enables the delivery of exceptional service
- Act as subject matter expert for best in class digital business policy, processes, products and solutions
- Collaborate with technology and process engineering teams to design best in class business customer experiences while mitigating risks
- Manage various stakeholders and work with global teams to ensure delivery of exceptional service at all times
- Understand and keep the business aligned with regulatory requirements
- Manage the workforce requirements / headcounts and meet the on-going demand
- Understand and research customer behaviour and share knowledge with wider team and peers
- Work collaboratively with the relevant teams to continuously improve operational and business performance to optimise both the customer and employee experience
Required qualifications, capabilities, and skills
- Highly customer centric with an experience with leading large scale service operations
- Expertise at a senior level in Financial Services/ Banking
- Ability to operate effectively in a virtual and onsite team working environment using empowerment to create a right first time culture for colleagues and customers
- Experience with leading large multisite teams
- Digitally savvy across different medians including senior management level presentation skills
- Successful track record of what it takes to build and maintain a strong operational culture as a force driving people, customer & business success
- Ability to establish and maintain a culture of risk management and compliance while delivering a world class customer experience
- Excellent communication and presentation skills in English and German, both written and spoken, ability to share our vision and goals
- Experience with Leading Multisite and Multilingual Vendor Operations
Preferred qualifications, capabilities and skills
- Strong Contact Center Background and broad experience in delivering service excellence in collaboration with external service vendors
- Experience working in a high growth company, start-up environment, adaptable, agile and able to work in a constantly evolving business