Director of Operations FH 299095
Director of Operations FH 299095
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Job Description
Director of Operations
Madrid or Barcelona
This is Worldline
We are the innovators at the heart of the payments technology industry shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world in every part of commerce. And just as we help our customers accelerate their business we are committed to helping our people accelerate their careers. Together we shape the evolution.
Opportunity:
The Director of Operations focuses specifically on the efficient delivery and management of banking and loyalty services. This role is crucial in ensuring that customerfacing operations run smoothly and effectively. Heres an overview tailored to this specific function.
Mission & daytoday responsibilities:
1.Service Delivery Oversight
- Role: Ensure that all banking services (e.g. account management loan processing customer service end to end services) are delivered efficiently and meet service level agreements (SLAs).
- Skills: Serviceoriented mindset familiarity with customer service principles.
2.Process Optimization
- Role: Analyze and refine service delivery processes to enhance efficiency and reduce wait times for customers.
- Skills: Lean methodology process mapping and workflow analysis.
3.Compliance and Quality Control
- Role: Ensure that services comply with regulatory requirements and internal quality standards conducting regular audits and assessments.
- Skills: Knowledge of banking regulations detailoriented compliance management.
4.Team Leadership and Development
- Role: Lead teams in branches or service centers focusing on training performance management and motivation. You will be responsible for more a complete perimeter of more than 150 IT experts.
- Skills: Strong leadership people management and coaching skills.
5.Performance Analytics
- Role: Establish and monitor KPIs related to service efficiency customer satisfaction and staff performance using data to drive improvements.
- Skills: Analytical skills data interpretation and reporting capabilities.
6.Customer Experience Enhancement
- Role: Develop initiatives to improve the overall customer experience addressing feedback and identifying pain points in service delivery.
- Skills: Customercentric approach strong communication and problemsolving skills.
7.CrossDepartment Collaboration
- Role: Work with other departments (e.g. IT marketing risk management) to ensure cohesive and effective service delivery across the bank.
- Skills: Collaborative mindset negotiation skills and adaptability.
8.Technology Utilization
- Role: Oversee the use of banking technology and tools to enhance service efficiency and customer interactions (e.g. CRM systems chatbots).
- Skills: Techsavvy understanding of fintech innovations project management.
9.Budgeting and Resource Allocation
- Role: Manage operational budgets related to services and ensure that resources are allocated effectively to meet service demands.
- Skills: Financial management and strategic resource planning.
Desired qualifications:
- Experience: Extensive experience in banking operations particularly in customer service roles with a focus on service delivery and improvement and to have the front with the customers.
- Education: A degree in finance business administration or a related field; advanced degrees or certifications (e.g. MBA banking certifications) are a plus.
- Leadership Skills: Proven track record in leading teams and managing multifaceted operational functions.
- Communication Skills: Excellent verbal and written communication skills for interacting with staff customers and stakeholders.
Essential qualities:
- Customer Focus: A deep commitment to enhancing customer satisfaction and service quality.
- Analytical Mindset: Ability to utilize data for decisionmaking and process improvement.
- Adaptability: Flexibility to respond to evolving banking environments and technology.
- Visionary Leadership: Capability to inspire teams and create a strategic vision for service delivery excellence.
The Director of Operations for Bank Services plays a pivotal role in ensuring that the bank can deliver highquality services efficiently while maintaining compliance and fostering a customercentric culture.
More reason to join us :
At Worldline you will have the opportunity to be at the heart of the global payments technology industry and shape how the world pays and gets paid. In addition you will also have:
- Be part of a company driven by a strong purpose to do good and recognized as the top 1 of the most sustainable companies across all sectors globally.
- Work with inspiring colleagues and be empowered to learn grow and accelerate your career.
- Work in an international environment with cuttingedge technologies.
- Competitive salary.
- Professional development opportunities.
- Dynamic and collaborative work environment.
- 50 remote work.
- Reduced working day from June 16 to August 31.
- Flexible compensation system (meal vouchers transportation day care medical insurance).
- Extensive training offer through our elearning platforms and training catalog.
- Specific training both technical and managerial.
- Language training: English and French.
- Global community of Worldline experts with international events.
- BH Wellbeing: Free psychological assistance coaching sessions and relaxation sessions.
- Digital platform with discounts on wellknown brands.
- Flexible fitness program with Andjoy.
- Free fruit in the office.
Shape the evolution :
We are on an exciting journey towards the next frontiers of payments technology and we look for big thinkers people with passion cando attitude and a hunger to learn and grow. Here youll work with ambitious colleagues from around the world take on unique challenges as a team and make a real impact on the society. With an empowering culture strong technology and extensive training opportunities we help you accelerate your career wherever you decide to go. Join our global team of 18000 innovators and shape a tomorrow that is yours to own.
Learn more about life at Worldline at .
We are proud to be an Equal Opportunity Employer. We do not discriminate based on religion skin color national origin gender (including pregnancy childbirth or medical conditions) sexual orientation gender identity gender expression age disability status or any other legally protected characteristic.
Required Experience:
Director
Employment Type
Full-Time
