Director - Operations - Neobank

We are looking for a fast paced, start-up enthusiasts for a Neobank who understands the financial world and want to look at it from the eye of a customer.

Roles and Responsibilities :

- Setting up customer service team and process from scratch.

- Leading and supporting customer service teams through required changes.

- Assisting with the design and rollout of new support channels and service offerings.

- Specifying and building tools to improve the speed and quality of support.

- Analyzing support workflows and making suggestions to improve efficiency and effectiveness.

- Working closely with product teams to understand and give input into product changes relating to the customer service department.

- Identifying and acting to remove obstacles to delivering consistently high levels of service.

- Taking part in forecasting and budgeting for customer service and tracking the actual performance against budget.