VPF Operations Manager
Location
Sofia
Hours
40
Seniority level
Mid-Senior level
Job description
You will be accountable for all the activities of the Department, managing operationally and administratively all people and teams in it.
You will:
- Manage the day-to-day activities of the teams and SLAs
- Be responsible for increasing the department’s KPIs
- Develop strategic solutions for solving short and long term issues within the department
- Actively work on improving the experience of the department’s customers
- Manage the recruitment process for the department and estimate and plan the recruitment needs
- Be responsible for the high morale and engagement of the people in the department
- Create and introduce new processes and practices in the department
- Propose changes and optimize processes on decreasing the top contacts in the department
- Ensure the maximum performance of all teams to meet the optimal results in relation to the targets set by the Management
- Actively engage in the training and development processes in the department
- Bring proposals to the Strategy Team, for improvements in product/s and processes to increase overall efficiency; contribute to the creation of processes
- Work on increasing the corporate identity culture and engagement scores
- Prepare and discuss performance reviews
- Provide regular and ad hoc reports
- Communicate effectively with internal and external depts
- Work for ensuring a smooth communication process within the office and the business
You have:
- High school education or higher
- Very good level of English, additional languages are advantage
- Experience in Fraud, pay-Ops & Verification is a must
- Experience in managing back-office teams of similar size
- General knowledge of back-office systems and products
- Excellent knowledge of internal processes in the company
- People and processes’ management skills
- Ability to prioritize
- Project management skills
- Analytical thinking
- Very good communication and listening skills