Operations Director

hace 4 semanas

Cádiz, Cádiz, España Worldline A tiempo completo
Director of Operations

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 local coffee shops to unicorns and international banks, across the globe.

We are committed to helping our people accelerate their careers and shape the evolution of payments technology.

About the Role

The Director of Operations focuses on the efficient delivery and management of banking and loyalty services, ensuring customer-facing operations run smoothly and effectively.

The role involves overseeing service delivery, process optimization, compliance, team leadership, performance analytics, customer experience, collaboration, technology use, and resource management.

Key Responsibilities
  • Service Delivery Oversight: Ensure all banking services are delivered efficiently, meeting SLAs.
  • Process Optimization: Analyze and improve service processes to enhance efficiency and reduce customer wait times.
  • Compliance and Quality Control: Maintain regulatory compliance and quality standards through audits and assessments.
  • Team Leadership and Development: Lead and develop teams across branches or service centers, managing over 150 IT experts.
  • Performance Analytics: Monitor KPIs related to service efficiency, customer satisfaction, and staff performance to drive improvements.
  • Customer Experience Enhancement: Develop initiatives to improve customer satisfaction and address pain points.
  • Cross-departmental Collaboration: Work with IT, marketing, risk management to ensure cohesive service delivery.
  • Technology Oversight: Oversee banking tools and systems like CRM and chatbots to improve service and interactions.
  • Budgeting and Resource Allocation: Manage budgets and allocate resources effectively to meet service demands.
Requirements
  • Extensive banking operations experience, especially in customer service roles focused on service delivery and improvement.
  • Degree in finance, business administration, or related fields; advanced degrees or certifications are a plus.
  • Proven leadership in managing teams and operational functions.
  • Excellent communication skills.
  • Strong customer focus and analytical skills.
  • Adaptability to evolving banking environments and technologies.
  • Visionary leadership to inspire teams and develop strategic service delivery plans.

The Director of Operations plays a pivotal role in delivering high-quality, efficient banking services while maintaining compliance and fostering a customer-centric culture.

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