​Head (m/f/d) of BPO - Customer Service
- remote work opportunity anywhere within Europe, Middle East or Africa -
People in industrialized countries who send money to their families and friends in developing territories or emerging markets cover global transaction volumes of far beyond 700 billion US Dollars per year.

Our client’s mission is to improve people’s lives by making cross-border money transfer cheaper and easier through simple access to the financial services infrastructure for everyone.

Primary objective is to become the leading Fintech for immigrants around the globe and help them send money back home under fair terms and conditions.

The company’s secret of success and its further massive growth are not only based on highly efficient workflow processes and a sophisticated systems infrastructure but also on both an unparalleled user experience and a unique customer journey, which leads to superior customer loyalty and recurring business.
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Hence, Customer Service (CS) also plays a pivotal role by providing world-class support and by pushing customer-centricity to a benchmark level in the industry.

In order to further grow the team with outstanding capabilities and shape appropriate internal and external CS execution and delivery structures, we are looking for a Head (m/f/d) of BPO - Customer Service.

​While very closely interfacing with the internal CS department, the future incumbent will design, shape, implement, monitor, and further develop the company’s external customer service operations.

Responsibilities

  • Assess internal readiness and take ownership of whatever is needed to prepare partial business process outsourcing in CS
  • Own and lead the process of offshoring selected CS activities (e.g. depending on service levels, regions/ supported languages etc.) including search and assessment of potential partners, contract negotiations as well as allocation of relevant tools and systems
  • Proactive day-to-day management of BPO partners
  • Determine, observe and adjust expected BPO KPIs/ analyze outsourcing partner performance
  • Plan and conduct frequent onsite visits and evaluations to ensure exceptional quality
  • Drive innovations in alignment with customers’ requirements and expectations

Required Profile

  • Bachelor’s degree or equivalent background
  • Expertise in Customer Journey and CS processes
  • Proven track record in defining, implementing and executing state of the art CS outsourcing
  • Convincing stakeholder management skills and the capability to strategically align and get buy-in and performance from partners
  • Outstanding experience in improving customer satisfaction and efficiency KPIs
  • Analytical skills and business acumen as well as strong planning and organizational skills with attention to detail
  • Fluent command in English - French would be a big plus but is not mandatory
  • Familiarity with working in a cross-functional multi geography setup
​Perks & Benefits

​​Unique occasion to fortify a meaningful business concept with a good cause and beneficial purpose
Appealing position with execution freedom
Sound financial leverage opportunity
Truly international environment with 25+ nationalities working together
Flexible remote work opportunity within EMEA
If you are interested, kindly submit your résumé to Mr. Tarik Tarhan
t.tarhan@kathexis.net