At U.S. Bank, were on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more oftenthats what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel atall from Day One.
As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goalsno matter what they need. From transaction processing to customer service, to driving innovation and launching new products, were building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.
The Head of Europe Front Office will lead and manage the MPS Europe Front Office teams. This includes customer service over phone, web, chat, emails, customer technical help desk and external partners operational support.
The Head of Europe Front Office is responsible for the delivery of key initiatives across European Operations and in particular customer facing channels. These initiatives will range from large strategic programs of work to local initiatives to drive better results.
Responsibilities:
The successful candidate will ensure quality service, adherence to SLAs and effective operations support for internal and external customers. Identify and deliver service enhancements to improve customer service and experience.
The role holder will accomplish results through the effective leadership and management of staff. Develop high performing teams with strong psychological safety who deliver results for customers and the wider community in which we operate.
The role holder will participate in the review and recommendation of operational systems and procedures affecting the front office functions, coordinating system conversions from an operations perspective, administer corporate policies and procedures and ensure compliance with applicable laws and regulations.
In addition to leading the front office, this role will also deliver significant strategic projects for COO including but not limited to:
The successful candidate will empower the front office teams to be innovative, championing our customers'' voice to drive seamless, secure and digital experiences which empower businesses to grow.
Ensures quality service and effective operations support across operations for all internal and external customers through providing leadership and managing improvement and change initiatives. Accomplishes results through the effective management of staff.
Supports the COO with employee engagement activities. Oversees staff and other significant resources for the firm and exercises strategic budget and administrative control.
Required Skills/Experience:
Competencies Required: