Customer Service Operations Manager

Description

Regional Customer Service Operations Manager

Are you a Customer Service Operations Manager looking for the chance to be a part of one of Europe’s fastest growing Fintech companies? Want a career path focusing on training and development? Then look no further! Viva wallet is based in 24 countries, growing at an exponential rate with the backing of one of the worlds’ largest banks.

Benefits

• A highly competitive annual salary (based upon experience).
• Opportunity for a rapid career development in the fastest growing FinTech in Europe.
• Annual personal performance bonus (Up to 4 x your monthly salary).
• Pension.
• Free state of the art gym (on site for Milton Keynes employees).
• Structured career development.
• 22 Days holiday rising to 25 with service (plus 8 Bank Holidays).
• New Mothers Maternity Scheme - 20 weeks of full pay maternity leave.
• A diverse and friendly working environment!
• Great location, nearby train links and next to MK Shopping Centre.
• 9am-5pm working hours Monday to Friday.

Tasks & Responsibilities of the Customer Service Operations Manager:

• Oversee the daily operations of the regional customer service team, ensuring that customer service standards are met or exceeded.
• Manage all operational activities of the Accounts Operations, Technical Support, E-Commerce Support, VIP Support, Sales Support, KYC Support and Confiscations teams.
• Work closely with other departments and headquarters teams, such as sales, marketing, and product development, to address customer concerns and improve the overall customer experience.
• Establish and implement continuous process improvement by monitoring customer interactions and by obtaining direct customer feedback on the standards of service delivered by customer support teams.
• Develop a learning and development culture where teamwork, empowerment and trust are encouraged through coaching, performance measurement and people development to meet the company’s vision and values whilst maintaining superior customer service standards.
• Develop and manage the budget for the regional team, including forecasting costs and optimizing resource allocation.
• Work with internal and external stakeholders to resolve customer escalations, complaints, and issues in a timely and efficient manner.

Requirements

• Bachelor's degree in business, management, or a related field.
• 5+ years of experience in customer service operations management, preferably in the fintech or financial services industry.
• Demonstrated experience managing customer service teams across multiple countries and time zones.
• Strong leadership, communication, and collaboration skills.
• Strong analytical and problem-solving skills, with the ability to use data to drive decisions.
• Experience with customer service metrics such as CSAT, NPS, and first response time.
• Strong knowledge of customer service best practices, policies, and procedures.
• Ability to adapt to a fast-paced, rapidly changing environment.
• Fluency in English; additional language skills are a plus.

Who We are

Viva Wallet is a leading European cloud-based neobank, delivering the future of payments, now. With presence in 24 markets, it is the payment institution with the largest footprint in Europe. Viva Wallet's mission is to change the way businesses pay and get paid, offering truly unifying, yet localized, end-to-end advanced digital payments solutions and embedded banking services tailored to their needs. Latest innovations include “tap-on-phone Viva Wallet POS app” turning any Android mobile to a card terminal, and “Smart Checkout” payment gateway that can increase conversion by 21%. An advocate of sustainable cashless economy, Viva Wallet harnesses the power of their disruptive in-house technologies to provide digital payments services in 19 languages and 9 currencies, featuring over 24 payment methods.

Candidates interested in this role may have experience in the following job titles: Customer Service Operations Manager

Job Types: Full-time, Permanent

Work Location: In person

Reference ID: IAM001