VPF Operations Manager

I’m interested

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