Operations Excellence Lead
4 days ago
Kroo Bank Ltd Overview
We're a pioneering bank that's redefining what banking can be. Our innovative approach combines socially conscious principles with cutting-edge technology to create a better banking experience for all.
We're looking for a seasoned professional to join our team as Operations Excellence Lead. In this role, you'll be responsible for driving operational excellence, leading the customer operations team, and ensuring seamless service delivery across all channels.
Key Responsibilities
- Develop and implement Kroo's retail banking customer service strategy, aligning it with the bank's overarching goals and vision.
- Lead a multi-channel customer operations team to deliver exceptional support across live chat, email, phone, and social media.
- Set high standards for customer care and service, promoting a culture of excellence within the team and the wider organisation.
- Establish and monitor key performance indicators (KPIs) to maintain superior service levels, quality, and efficiency.
- Oversee the end-to-end customer journey, ensuring seamless service delivery across all channels.
What We Offer
- £60,000 - £80,000 per annum, depending on experience.
- A comprehensive benefits package, including generous holiday time, personal days, mental health support, and a workplace pension.
- The opportunity to work with a talented team of professionals who are passionate about creating a better banking experience.
- Access to our modern, bustling workspace in Central London.
Requirements
- Possess excellent communication and leadership skills.
- Have a proven track record of driving operational excellence and improving customer service.
- Be able to work effectively in a fast-paced environment and adapt to changing priorities.
- Have a deep understanding of customer operations and customer service principles.
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