Head of Customer Operations - Digital Consumer Banking
Head of Customer Support Digital Banking Platform
Overview
A leading global financial institution is seeking a senior leader to build and scale its Customer Support function within a fast growing digital banking platform. The business provides savings and banking products directly to consumers, combining established financial expertise with intuitive digital experiences.
The role will be responsible for delivering a best in class customer experience, supported by strong operational controls, innovative service design and scalable growth infrastructure.
Role Purpose
Lead the Customer Support function across digital, phone and back office operations, driving the delivery of three core principles: Customer focus
Process innovation
Risk management
Key Responsibilities
Strategy and Transformation
Define and deliver a digital first customer support strategy with full online and mobile capability
Partner with product, engineering and design teams to build an industry leading service model
Support growth initiatives and campaign delivery
Leadership and Team Build
Build and lead a large scale customer service organisation of more than 60 employees
Develop recruitment, training and retention strategies
Establish Learning and Development frameworks and ongoing capability development
Implement succession planning and career pathways
Operations and Service Delivery
Oversee day to day service delivery across all support channels
Implement systems to measure and improve customer satisfaction
Implement systems to measure and improve agent performance and engagement
Lead complaints handling including root cause analysis and continuous improvement
Risk and Governance
Ensure adherence to regulatory standards, internal policies and audit requirements
Develop and maintain operational risk frameworks and controls
Partner with Risk teams to identify and manage risk events
Oversee governance of customer transactions and operational processes
Candidate Profile
Experience
More than 12 years of professional experience
More than 8 years leading customer operations teams
More than 4 years managing managers within large scale teams of over 60 people
Proven experience in digital transformation and online service adoption
Core Skills
Strong leadership and people management capabilities
Ability to deliver continuous improvement in customer experience
Expertise in stakeholder management across functions
Strong analytical and problem solving skills
Experience in budget management and capacity planning
Technical and Industry Knowledge
Deep understanding of retail banking or savings products
Experience operating in a regulated and audited environment
Knowledge of regulatory frameworks within Europe and or Ireland
Experience designing service models and performance measurement systems
Personal Attributes
Results driven with a strong focus on execution
Able to lead by example and drive a high performance culture
Strong communication and interpersonal skills
Comfortable operating in a fast paced and evolving environment
Demonstrated ability to manage change and scale operations
Positioning Summary
Head of Customer Operations role within a high growth digital banking platform
Strong focus on building, scaling and transforming the function
Combination of operations leadership, customer experience and risk oversight
Significant interaction across product, technology and risk stakeholders
FAQs
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