Customer Care Leader, Digital Banking

hace 3 días

Madrid, España Western Union A tiempo completo

**Customer Care Leader, Digital Banking** - Madrid, Spain**

Are you keen on ensuring the highest quality of customer experience in digital finance? Does working for a company where you can implement new strategies and solutions in the customer experience sound exciting to you? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? If so, why not consider joining Western Unions’ new Digital Banking hub.

**Western Union powers your pursuit.**

Reporting to the Head of Digital Banking Operations and Customer Experience, we’ll look to you to focus relentlessly on providing an outstanding experience for our customers, including:
**Role Responsibilities**
- Develop the end-to-end framework for digital banking customer experience across onboarding, transacting, and customer issue resolution.
- Build out the operating model, fill and onboard key requisitions.
- Work with onboarding, transaction, and customer issue resolution leads to build out the playbooks for how we handle all types of customer issues.
- Define and implement the model by which we resolve escalated issues that require specific expertise. This will involve coordinating across multiple groups and ensuring we all collaborate to produce the best outcomes for the customer.
- Serve as a process main point of contact for business unit leaders on Customer Care support.
- Maintain oversight of Customer Care representatives and ensure they are delivering with respect to speed and quality of service.
- Work with Customer Care partners and business unit leaders to identify pain points, root causes, optimization opportunities and lead others to solve complex problems.
- Support Operations knowledge management team and lead Customer Care process improvement with focus on key call drivers and aligned to organization priorities.

**Role Requirements**
- Previous experience managing teams of at least 8 - 10 people and working across departments to gain alignment.
- Strong interpersonal skills with the ability to communicate with stakeholders at various levels internally and externally.
- Excellent verbal and written business English skills.
- Organizational and project management skills.

**We make financial services accessible to humans everywhere. Join us for what’s next.**

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. To support this, we have launched a Digital Banking Service and Wallet across several European markets to enhance our customers’ experiences by offering a state-of-the-art digital Ecosystem. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

**Benefits**

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few

Your Spain specific benefits include:

- 25 days annual leave - plus 14 public holidays
- Comprehensive life & medical cover - including dependents.
- Contributory pension plan
- Preventative Care Assistance program

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