Head of Customer Operations

The opportunity

As the Head of Customer Operations your primary objective will be to lead and develop a high-performing team of Customer Operations Analysts who strive to enhance customer satisfaction, revenue and customer loyalty through efficient processes and exceptional service delivery whilst ensuring the team’s processes adhere to our regulatory obligations.

What you’ll be doing

• Lead the Customer Operations team including resource allocation, process management, mentorship and foster a positive culture of innovation, continuous improvement and resilience.
• Collaborate with Compliance to ensure Customer Operations processes adhere to industry regulations and standards.
• Enhance and develop departmental reporting that demonstrates the work undertaken by the team and the value that adds to enhancing the customer experience and meeting our regulatory obligations.
• Spearhead initiatives to enhance customer onboarding, revenue, retention, and satisfaction.
• Implement best practices and standard operating procedures to support the scaling ambition of the business.
• In this role you will incorporate security and compliance considerations into departmental strategies.
• Assessing and balancing security needs with operational efficiency will be a big part of your role.
• You will maintain an excellent understanding of broader organisational risk management and its application.

What we're looking for in you

• You can be adaptable, resilient and thrive in a fast paced, dynamic environment. You can demonstrate how you can problem solve, take ownership of process improvements with a positive and enthusiastic mindset.
• Strong leadership and people management skills. Able to demonstrate how you have led and developed high-performing Customer Operations teams at a financial services company.
• Proven track record optimising customer operations teams for scale.
• Able to communicate and present complex topics in a simple and easy to understand format to several stakeholders.
• As we are dedicated to fostering an inclusive environment where every individual is valued, respected, and empowered to use their voice, we’ll expect you to demonstrate a likeminded approach to how you communicate and collaborate with others.
• We don’t like old fashioned corporate hierarchy. Instead, we like to empower our people and be autonomous in their role. You should be adaptable and thrive in a fast paced, dynamic environment.
• We're building a vibrant community full of the best people the fintech world has to offer. You should be enthusiastic about our industry and able tap into your experience and expertise to help take Shieldpay to the next level.

Our promise

Shieldpay is an equal opportunities employer. For Shieldpay building a fair and transparent workforce begins with the recruitment process that does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.

At Shieldpay we will consider requests for flexible working on hiring. For most roles, the following types of flexibility are usually possible: flexible hours, Hybrid working (an element of working from home), compressed hours. Many of our staff work flexibly in many different ways.