Head of Business Operations Roarbank

Key Responsibilities:

• Reporting to the Project CEO/CBO, transform our early-stage customer facing operations into a scalable, first-rate customer experience. You will create and improve processes, enhance support resources, and develop our service strategy to support customer needs as the business grows. 
• Be POC for all Customer Ops topics, in order to ensure constant business continuity and delivery excellence. 
• Set up telephony and chat support infrastructure, including back- and frontend services implementations
• Implement AI-powered channels of CX, to ensure continuous CX and Cost-efficiency improvements 
• Monitor the performance efficiency of all direct divisions. Act as mentor and coach to ensure team members are able to meet their KPIs, including SLAs, Quality, Productivity etc.
• Be a single Owner of all incident management related topics, including proper communication and resolution delivery
• Preparing, analyzing, and presenting data to the Project CEO as part of weekly and monthly performance reviews on support operations, including metrics, trends, and areas of improvement.
• Be a POC for regulatory related reporting, including proper escalation and complaint management, as per regulation 
• Training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
• Be an owner for all 3rd party Vendor management for the Project 
• Undertake regular performance reviews and 1:1 meeting with direct reports against KPI’s.
• Lead the Staff planning and Workforce management for the Project, including recruitment, training and mentoring high performing profiles for various roles, growing the team as the business grows.
• Collaborate cross functionally and work closely with both internal and external stakeholders to ensure an optimal end to end customer experience. Proactively drive root-cause analysis of existing customer pain points in partnership with product and engineering teams. 
• Lead and inspire teams to maintain a constantly motivated and engaged team atmosphere.

Qualification Requirements:

• Minimum 7 years of experience managing mid/big scale operations (100+ people) in a hi-growth environment, including different channels of customer communication
• Minimum 3 years of experience in Banking or regulated banking Fintech 
• Experience of having various seniority levels of people managers (Team Leads, Ops Managers, Senior managers) as direct reports
• Highly data driven, ability to deep dive and analyze, play with pivot tables, and continuously improve the operations process based on key metrics and raw data
• Experience in implementing software for Customer Operations business process management (inhouse development or leading third party vendors)
• Experience in implementing telephony and chat support infrastructure from the scratch, including AI-powered tools
• Experience troubleshooting mobile app related queries, including technical support/Helpdesk processes
• Experience in running WFM, Staff planning and big Budgets planning 
• Successful experience preparing compliance reports, to ensure regulatory guidelines are met while handling customer escalations.
• Ability to multi-task, prioritize, manage time effectively and think outside the box
• Ability to work under pressure in a fast-paced environment, with a strong focus on customer satisfaction
• Hi-energy and goal-driven personality, focused on achieving big things in ½ the time that it takes most people
• Excellent communication, engagement and people development skills
• Bachelor degree from a reputable University is a must

What we are offering 

• Competitive compensation negotiable depending on the candidate level
• You will work as a part of the project team at our partner bank in India, report to our project country director.
• Roar bank is Mumbai-based.
• Competitive compensation package
• A high-impact leadership role in a fast-growth fintech market
• Significant autonomy to shape Roarbank’s strategy and execution
• A dynamic, fast-paced and innovative working environment where you can make a real difference in the digital banking revolution
• Insurance and travel allowance included
• Vacation according to local legislation