Beschreibung
Fluent German Speaker for Interim Operations Lead Position, for a payments company
Location: Frankfurt
Language: Fluent German Mandatory
Length of engagement: 6-9 months
AVailability: Immediately
Our client, a leading payments provider is seeking a proven Interim Operations Lead. The successful candidate will be a fluent German Speaker, coming from a payments/payments related/financial services background.
The successful candidate will be required to come in, assist the Head of Customer Service/Operations to drive and lead the effort to fix operational pain points, reduce significant backlog and build in processes to handle large fluctuations, as well as revising and amending currents KPIs that are in place.
The successful canddidate will also be involved in setting future Target Operating Models.
This role will be very hands on and will require someone very delivery focussed, happy to 'get under the bonnet' and drive the agenda.
Main tasks
- Ensure significant backlog in onboarding and service requests is removed
- Pragmatically lead effort to remove current pain points in processes and tools
- Instil a KPI driven organisation
- Provide expertise on processes and tools in Operatiuoss
- Ability to work with Head of Customer Service/Ops as well challenge and consult on best practise from previous engagements
- Set up meetings/processes within department to tackle problems as well as other parts of organisation (sales/product/finance) to solve issues proactively
- Interact with the team to pick up problems
Experience within Customer Service Centre preferred, but not mandatory