Head Of Customer Operations

8 مارس، 2023

0 1 2 دقائق

الوصف الوظيفي

Head of Customer Operations – Dubai, UAE

Our client is a leading online wealth management organization. They are looking for an experienced Head of Customer Operations with background in banking, or Forex within the Fintech industry. For this role, the successful candidate will be handling their own team and leading the onboarding and transaction functions.

Duties and Responsibilities:

Handling a team and ensuring the transaction processing is smooth as well the onboarding of customers.
Increase process efficiency and risk management and controls, ensure that the team structure, capacity, and processes are suitable for purpose and future proof.
Lead transformation initiatives to raise automation levels with the team and enhance customer experience.
Process reengineering to increase effectiveness.
Keeping track with internal and external customers, their requests and concerns in order to improve overall customer experience.
Responsible for ensuring that functionality is successfully delivered and complies with client and regulatory standards together with performing audits with the onboarding and funding process.
Examine team SLAs, gleaning insights from onboarding and processing escalation requests, and prioritizing deliverables while focusing on team learning and development.
Ensure and keep smooth relationship and services with every party involve in the business such as partners, payment providers, and financial institutions.
Confirm the team priorities are aligned and understood by relaying the organization’s strategy.

المهارات

Requirements

At least a bachelor’s degree in Economics/Accounting/Finance or in a related field is a plus.
Fluent in English communication and presentation skills. Other language will be considered an advantage.
Must have prior experience in Forex, Banking, Payment Institutions, and financial institution.
Know-how to make back-office transformation with intent to improve efficiency and capability of the staffs.
In-depth knowledge of payment processing, systems, acquiring, reconciliation, settlements, etc. is a must have skills.
Has the ability to handle multiple tasks on-hand and make report progress while effectively networking and building relationships with stakeholders’/business partners.
Has the initiative to aggressively reach target goals in a fast-moving environment while working within a team.
Deliver expertise in providing support in commercial, customer support and appropriate teams to achieve success ratio of the implementation of payment solutions to all customers.
Utilize expertise in market knowledge and data analysis to contribute to our overall product and company success.
Manage and improve the team creating an environment of consistent learning and engagement ensuring the KPIs are met.