Head of Europe Front Office

Job title:

Head of Europe Front Office

Company

U.S. Bank

Job description

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One.As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.Job DescriptionThe Head of Europe Front Office will lead and manage the MPS Europe Front Office teams. This includes customer service over phone, web, chat, emails, customer technical help desk and external partners operational support.The successful candidate will ensure quality service, adherence to SLAs and effective operations support for internal and external customers. Identify and deliver service enhancements to improve customer service and experience.The role holder will accomplish results through the effective leadership and management of staff. Develop high performing teams with strong psychological safety who deliver results for customers and the wider community in which we operate.You will participate in the review and recommendation of operational systems and procedures affecting the front office functions, coordinating system conversions from an operations perspective. Administer corporate policies and procedures and ensures compliance with applicable laws and regulations.Key Responsibilities:

• Successfully retain and develop key talent, execution of employee engagement initiatives
• Proactive Issue resolution – Design and overview contingency plans for Contact Center, reducing incident/error rates
• Implementation of robust measures to safeguard sensitive data and reduce risk of breaches
• Maintain Key Performance Indicators: SLAs, Query Resolution, AHT and Customer Experience metrics
• Ensure operational efficiency through streamlining workflows, tech led innovation and ongoing training for contact center staff and contact center leadership team
• Develop and Execute strategy to prioritize customer advocacy across company processes, drive cultural change to build customer centric focus across organization
• Break down silos between departments to ensure unfied customer experience approach
• Define success metrics for Customer Experience
• Establish framework to collect, analyze and act on customer feedback
• Strengthen Customer Relationships by maintaining ongoing dialogue with customers, ensuring regular customer outreach and optimal usage of existing customer data points to create meaningful insights
• Planning and execution of the digital customer journey for the targeted group
• Change Management to ensure the new capabilities are successfully introduced internally and externally
• Success metrics for Digital Adoption program implementation (Customer Retention, DIY Adoption Rates)

Qualifications

• Bachelor’s degree, or equivalent work experience
• Typically 10 or more years of relevant experience
• Considerable knowledge of front office operational functions, systems, policies and procedures
• Strong organizational, managerial and project management skills
• Well-developed customer relations skills
• Effective interpersonal, verbal and written communication skills
• Ability to manage multiple tasks/projects and deadlines simultaneously

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our .Benefits:We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security; and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine.

Expected salary

Location

Arklow, Co Wicklow

Job date

Sun, 12 Jan 2025 08:49:51 GMT

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