Requirements: English
Company: Worldline
Region: Madrid , Community of Madrid
This is Worldline
We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.
Opportunity:
The Director of Operations focuses specifically on the efficient delivery and management of banking and loyalty services. This role is crucial in ensuring that customer-facing operations run smoothly and effectively. Heres an overview tailored to this specific function.
In order to successfully fulfill this position, it is essential to demonstrate solid experience leading projects and initiatives in complex technological environments.
Mission & day-to-day responsibilities:
1. Service Delivery Oversight:
- Role: Ensure that all banking services (e.g., account management, loan processing, customer service end to end services) are delivered efficiently and meet service level agreements (SLAs).
- Skills: Service-oriented mindset, familiarity with customer service principles.
2. Process Optimization:
- Role: Analyze and refine service delivery processes to enhance efficiency and reduce wait times for customers.
- Skills: Lean methodology, process mapping, and workflow analysis.
3. Compliance and Quality Control:
- Role: Ensure that services comply with regulatory requirements and internal quality standards, conducting regular audits and assessments.
- Skills: Knowledge of banking regulations, detail-oriented, compliance management.
4. Team Leadership and Development:
- Role: Lead teams in branches or service centers, focusing on training, performance management, and motivation. You will be responsible for more a complete perimeter of more than 150 IT experts.
- Skills: Strong leadership, people management, and coaching skills.
5. Performance Analytics:
- Role: Establish and monitor KPIs related to service efficiency, customer satisfaction, and staff performance, using data to drive improvements.
- Skills: Analytical skills, data interpretation, and reporting capabilities.
6. Customer Experience Enhancement:
- Role: Develop initiatives to improve the overall customer experience, addressing feedback and identifying pain points in service delivery.
- Skills: Customer-centric approach, strong communication, and problem-solving skills.
7. Cross-Department Collaboration:
- Role: Work with other departments (e.g., IT, marketing, risk management) to ensure cohesive and effective service delivery across the bank.
- Skills: Collaborative mindset, negotiation skills, and adaptability.
8. Technology Utilization:
- Role: Oversee the use of banking technology and tools to enhance service efficiency and customer interactions (e.g., CRM systems, chatbots).
- Skills: Tech-savvy, understanding of fintech innovations, project management.
9. Budgeting and Resource Allocation:
- Role: Manage operational budgets related to services and ensure that resources are allocated effectively to meet service demands.
- Skills: Financial management and strategic resource planning.
Desired qualifications:
- Experience: Extensive experience in banking operations, particularly in customer service roles, with a focus on service delivery and improvement and to have the front with the customers.
- Education: A degree in finance, business administration, or a related field; advanced degrees or certifications (e.g., MBA, banking certifications) are a plus.
- Leadership Skills: Proven track record in leading teams and managing multi-faceted operational functions.
- Communication Skills: Excellent verbal and written communication skills for interacting with staff, customers, and stakeholders.
Essential qualities: