Head of Operations Efficiency - Customer Care



Customer Service, Operations
Kouklia, Cyprus
Posted on Friday, June 7, 2024
As the Head of Operations Efficiency within Finom's Customer Care department, you will play a pivotal role in optimizing operational processes and workflows to ensure efficiency, productivity, and exceptional customer service delivery. You will lead initiatives to streamline procedures, leverage technology solutions, and implement best practices to drive operational excellence and enhance the overall customer experience.

If you are a results-oriented professional with a passion for driving operational excellence and enhancing customer experience, we invite you to join our dynamic team at Finom!

What You Will Be Doing

  • Process Optimization: Analyze existing operational processes within the Customer Care department to identify inefficiencies, bottlenecks, and opportunities for improvement. Develop and implement strategies to streamline workflows, eliminate redundant tasks, and enhance efficiency.
  • Data Analysis: Utilize data-driven insights to assess performance metrics, customer feedback, and operational data. Identify trends, patterns, and areas for optimization, and use this information to drive informed decision-making and continuous improvement initiatives.
  • Cross-Functional Collaboration: Collaborate closely with cross-functional teams, including Customer Care, IT, Product Development, and Quality Assurance, to identify operational challenges and develop effective solutions. Foster strong relationships with stakeholders to ensure alignment and support for operational improvement initiatives.
  • Performance Monitoring: Establish key performance indicators (KPIs) and metrics to measure operational performance and track progress towards efficiency goals. Monitor performance regularly, identify areas for improvement, and implement corrective actions as needed.
  • Process Standardization: Develop and implement standard operating procedures (SOPs), guidelines, and best practices to ensure consistency and quality in service delivery. Standardize processes across teams and locations to improve scalability and operational effectiveness.
  • Technology Integration: Identify opportunities to leverage technology solutions, automation, and digital tools to streamline operations and improve efficiency. Collaborate with IT teams to implement new systems, software, and tools that enhance operational performance and support the delivery of exceptional customer service.
  • Change Management: Lead change management initiatives to drive the adoption of new processes, systems, and workflows. Communicate changes effectively to stakeholders, address concerns, and facilitate smooth transitions to ensure successful implementation and operational effectiveness.

Who You Are

  • Bachelor's degree in Business Administration, Operations Management, or related field is an advantage;
  • Proven experience in operations management, process improvement, or efficiency optimization, preferably within a customer care or customer service environment;
  • Experience in implementing innovative projects based on the introduction of AI - essential requirement;
  • Strong analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations;
  • Excellent project management skills with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines;
  • Solid understanding of customer care operations, service delivery principles, and best practices;
  • Experience leading cross-functional teams and driving change management initiatives;
  • Proficiency in using productivity tools, CRM systems, and data analysis software;
  • Excellent communication skills with the ability to articulate complex ideas and influence stakeholders at all levels of the organization.

Hiring process for this role:

  • Recruiter Interview - 30 min -45 min
  • 1st round Hiring Manager Interview - 45 min - 1 hour
  • 2nd round Interview - 45 min - 1 hour
  • Offer