Let’s start with the role

The Client Operations Performance Manager will be reporting to the Head of Client Operations and will be responsible for the overall monitoring, streamlining and improving the efficiency of operational processes for the Fraud & Payments, Risk Control & KYC departments. 

• Establish and monitor KPIs to measure and analyze the performance of various operational functions such as Fraud & Payments, Risk Control & KYC;
• Collaborate closely with cross-functional teams to pinpoint areas for improvement and monitor key performance indicators to enhance overall operational performance;
• Be responsible for establishing processes, metrics and optimizations related to quality control, workforce monitoring & planning;
• Create daily/weekly/monthly individual & departmental performance reports and provide insights to both internal stakeholders and BPO partners;
• Develop & sustain documentation detailing Client Operations Procedures;
• Develop and implement quality assurance processes to guarantee high standards of service delivery. Conduct regular audits and assessments to ensure that operational processes meet quality benchmarks;
• Verify that systems, methodologies and procedures followed by the Client Operations teams are compliant & according to the legislation in a per-market level;
• Ensure improvement of operational processes and policies, using Lean methodology principles;
• Own and oversee the overall resource and headcount allocation & volumes distribution on a functional level;
• Foster coordination and communication between internal and external stakeholders to ensure alignment & efficiency.

What you’ll bring

• Leadership Acumen: Set the tone for appropriate behavior and ways of working in your team and beyond. Provide mentoring/coaching and guidance to enhance the skills of your team; Find ways to improve the management of the team and encourage members to seek out and implement continual improvement and changes;
• Strategic Agility: Use business/industry and competitive data to make better decisions and share best practices to optimize business performance and efficiency;
• Dealing with challenges: Make timely decisions balancing analysis with decisiveness; Work with complex and contradictory information to get to the root causes of problems;
• Stakeholder Management: Facilitate effective interactions with different stakeholders at any level and seek alignment to have a positive impact on the department’s results;
• 3-5 years experience in a relevant position;
• Bachelor’s degree in Business Administration, Operations Management or a related field;
• Solid experience in managing, motivating and developing high-performing individuals and large scale, diverse teams;
• Experience in developing and implementing operations strategies, processes and structures;
• Strong understanding of customer needs and thorough knowledge of functional areas to develop effective solutions;
• Proficiency in Microsoft Office/G-Suite and familiarity with Process Management Softwares like JIRA, Confluence etc.; 
• Experience in defining and tracking key performance indicators related to operational efficiency;
• Ability to analyze and interpret data to identify trends, patterns and areas for improvement;
• Strong analytical and problem-solving skills combined with effective decision-making capability;
• Familiarity with Lean Six Sigma - Green Belt certification will be considered a plus.

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