Head of Customer Service CEE- Cards
Job Description

This position oversees the cards customer service operations across the CEE. Overall responsibility for the Order to Cash process operation. Managing team of supervisors and customer service managers. Drive the on-going transformation process & keep the teams motivated. Streamline processes, propose and implement innovative digital solutions when appropriate. Simplify, automate, communicate across the organisation and eventually maximize productivity & improve operational excellence. The position is located in Bratislava / Slovakia.

 

Responsible for: 

  • Oversee the delivery of a seamless high quality service across the cards customer service operations teams
  • Look at ways to reorganize, harmonize and improve operational area. Streamline business processes to enhance efficiency
  • Provide inspirational leadership to the teams. Attract, select, and retain high caliber, diverse talent - build a team that works well together
  • Accountable for implementation of initiatives based on the existing Roadmap across the customer teams in cards. Develop and implement new processes to increase efficiencies with regards to customer service support
  • Develop & implement appropriate processes and metrics to measure customer success and delivery against customer expectations & service levels  e.g. ticket management, time to response/resolution
  • Become the Expert in Customer Service Operations trends, technology and innovation

 

Requirements:

  • University education:  Master (business related)
  • 7+ years leading a Customer Service team
  • Fluent in English. German and/or other CEE languages are a plus
  • Proven experience successfully driving transformation within a customer service organization
  • Customer centric mindset, experience in working in a best class environment
  • Strong process oriented leadership with keen knowledge of leading edge tools and technology to simplify and improve customer care
  • Display highly effective communication skills
  • Used to managing and coaching large teams and driving improvements
  • Ability to work cohesively and effectively with employees at all levels of organization

 

Job Details