Business Operations Strategist

1 week ago


London, Greater London, United Kingdom Kroo Bank Ltd Full time

At Kroo Bank Ltd, we're revolutionizing the banking industry with our innovative approach. As a Business Operations Strategist, you'll play a pivotal role in driving our customer operations team's success.

Job Description

We're seeking an experienced leader to develop and implement our retail banking customer service strategy. This will involve:

  • Developing and implementing Kroo Bank Ltd's retail banking customer service strategy, aligning it with the bank's overarching goals and vision.
  • Leading a multi-channel customer operations team (including lending collections) to deliver exceptional support across live chat, email, phone, and social media.
  • Setting high standards for customer care and service, promoting a culture of excellence within the team and the wider organisation.
  • Establishing and monitoring key performance indicators (KPIs) to maintain superior service levels, quality, and efficiency.

The successful candidate will be responsible for overseeing the end-to-end customer journey, ensuring seamless service delivery across all channels. You'll also work closely with internal stakeholders to drive changes to tools, processes, and policies that enhance the customer experience.

In terms of salary, we're offering a competitive package of £60,000 - £80,000 per annum, depending on experience. We're committed to attracting and retaining top talent, so we're happy to discuss this further during the interview process.



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