Regional Head of Customer Service Operations

What You’ll Be Doing:

• Responsible for the team management, supervision and evaluation of turkey customer service operations.
• To formulate and improve the workflow, business standards, management system and incentive policies of customer service operations to improve operational capacity
• Continuously improve the level of service, improve customer feedback and solution process, all-around optimization of customer service quality;
• Develop and refine the customer service management processes, standards, systems, to ensure the quality of customer service management and constantly optimise the same time responsible for team building, day-to-day management;
• Regularly carry out the analysis of operational indicators, complete the analysis report organize and participate in the regular meeting;
• Effectively communicate information to the relevant responsible team through the customer's voice, and continuously support the optimization iteration of the product and service processes.
• Stay updated on competitive products: Conduct analysis and provide insights for product upgrades and optimizations.

What We Look For In You:

• Bachelor’s degree or relevant experience of at least 3 years of customer service operations & Turkish Local exchange experience is a plus.
• Fluency (Verbal & Written) in English & Turkish is required.
• Experience leading large (>50 members) and diverse teams.
• Knowledge of Turkey’s financial regulatory rules & operations.
• Strong planning and interpersonal skills as well as data-driven and detail-oriented personality
• Strong analytical and communication skills and a hands-on mentality
• Ability to work in a cross-functional environment and to lead complex operational initiatives
• Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes.
• Proven experience and knowledge in effective hiring, training, coaching, and people management practices

Nice to Haves:

• Experience working with teams across global offices and time zones.
• Flexible in working in shifts when required.