Head of Back Office (f/m/d)

You will report to Chief Customer Services Officer and will be in charge of building a Back Office organisation of a retail bank. Once the Back Office team is up and running, you will be responsible for day-to-day management of the back office. You will organise people, processes and technologies into one big harmony and ensure that all the SLAs and KPIs for internal and external service providers are met.

Activities that will fill up your work day:

  • Establish and lead the back office team (business management operations) and keep tuning it to achieve optimal performance
  • Act as a business relationship manager for payment products with stakeholders and business partners including Banking Products, Operations, Compliance, Legal and IT
  • Technology is your friend. You implement sleek, smart and fully automated processes
  • Establish a proactive service measurement program in partnership with the Customer Service team to ensure a best-in-class customer experience
  • Leverage solutions from external vendors in order to stay ahead of competitive trends and create business efficiencies

Who are you:

  • You have University degree, ideally with financial or technology background
  • You have at least 5 years of relevant experience in a Customer Service Centre, preferably in back office
  • You know the KYC in detail and are familiar with compliance rules in Germany/EU
  • You have experience in dealing with CRM systems
  • You are an experienced team leader role who understands the importance of team work
  • You posses strong organizational skills, you have a process-driven mindset as well as analytical skills
  • You are passionate about customer experience, you are a relentless communicator, you possess creative mind, you seek teamwork
  • Du sprichst fließend Deutsch (and your English is pretty perfect as well)
  • Accepted file types: pdf, doc, docx, txt.
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