The ideal candidate is an experienced manager who is passionate about trading, process excellence, and people and willing to relocate to Sofia, Bulgaria.
An individual who will lead our biggest team of more than 150 people in 3 different locations and ensure that the company is meeting its strategic operations goal to use Customer Support as a growth engine.
- People Leader - eager and able to build teams and lead processes improvement
- Strong Executer - able to make things happen in an ever-changing and dynamic environment
- Customer-Centric - understand the specifics of the trading clients, their needs, and expectations
- Lead the multinational team of the Customer Support for new records and achievements
- Ensure customer support channels available in the different lines and queues at all sites
- Structure and implement performance metrics plan
- Continuously improves the productivity and efficiency of the team
- Represent the “Users’ Voice” among the stakeholders
- Plan and control and the required headcount while aiming for cost efficiency
- Drive a continuous improvement process and plan
- Work closely with the different teams like Product, Back Office, Risk, etc.