Service Operations Lead - Support (Remote)

Job Description

ABOUT THE ROLE We’re looking for a skilled Service Operations Lead (Customer Support) to lead our Global Retail Customer Support Team. Reporting into the Service Operations Manager of Support, you will demonstrate your experience and industry best practices to build effective, scalable processes. It's a high-contributing leadership role, with a heavy focus on people as well as performance management and continuous process improvement. The Service Operations Lead role is about developing a firm foundation for our operations and continuing to innovate on ways to scale it quickly and effortlessly. We want you to focus particularly on our customer satisfaction and process compliance in this role by finding a balance between consistency and positive experiences for all our customers. Location: you can work from any of the below states in India 1. Maharashtra ( Mumbai) 2. Delhi ( Delhi) 3. Karnataka (Bengaluru) 4. Haryana (Gurgaon)

WHAT YOU'LL BE DOING

• Process Management: Making critical-business decisions: breaking down complex business cases and backing up reasoning using advanced analysis. Exploring and defining which projects the team should prioritise , and setting a timeline to reach goals quickly
• People Management: As a leader of a large and growing team, you will develop your own people, guide them and work with them to unlock their full potential. You will lead your Team Leads by example, resolving the toughest of issues from customers and ensuring that your team consistently delivers at a high level
• Stakeholder Management: Your team will support 20m customer users, located across the world - so you will interact and collaborate with teams from the different regions and cities across the globe, with the overall aim of constantly improving our level of service provided to our customers. This might include but not limited to: exceeding on agreed service levels, suggesting improvements to support logic, or crafting structures to best run our support operations. You also would need to have the ability to build lasting relationships with our vendor partners, which can help influence decisions for the larger cause of the company
• Performance Management: Owning business line metrics. Improving people's performance , including rate and quality of decisions.
• Change Management: propose, develop and implement systems, programs and processes that strengthen the foundation of WOW service excellence to our customers.

WHAT SKILLS YOU’LL NEED

• Previous experience in managing agents through Team Leads, preferably in a contact center environment
• You’re brilliant in communication: you’re to inspire, motivate and lead customer service teams. • Cool and calm under pressure. You have superior organisational skills, integrity, and great follow-through on tasks.
• You are a problem solver ! Demonstrated record of executing projects that measurably improved customer and agent experiences. A strong track record of achievements
• You are goal oriented: you plan and design the resources and tasks necessary to ensure the Service is contracted within the parameters of profitability.
• You are a guardian of service excellence: You are logical, analytical and have experience resolving team productivity or quality issues in efficient ways.

#LI-MG4 #LI-remote A little about us... When Revolut was founded in 2015, we had a vision to build a sustainable, digital alternative to traditional big banks. Our mission now is to help our customers improve their financial health, empower them to have more control, and promote financial cohesion across the communities in which we operate. Launching into 2021 with 15 million Personal customers and over half a million Business customers only reinforced our belief in the vast need across the world for better financial services. What we’re looking for... Revolut is being scaled up by people all around the world who share our vision. We’re looking for people who align with our five core values: we believe that we Get it Done because we Think Deeper and are strongly rooted in the Dream Team. We Never Settle hence why we always Deliver Wow. You want to join a community forward thinking people - we are here for you. We believe in empowering our Revoluters in their work, giving them autonomy and ownership of what they do. We want everyone at Revolut to own their story and their successes - working with us means you’re not just another cog in the machine. By applying for the above role, you confirm that you have reviewed our Data Privacy Notice for Candidates . Apply for this job