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Customer Service Manager - Operational Excellence

Department:
Customer Support
Location:
Berlin

We are The Mobile Bank.

Our vision is to build a bank the world loves to use.

Technology and design empower everything we do.

N26 is Europe’s first Mobile Bank with a full European banking license. We redesigned the banking experience to be simple, fast and contemporary. Founded in 2013 by Valentin Stalf and Maximilian Tayenthal, N26 has over 500 employees and 2 million customers in 24 countries. N26 has raised more than $215 million from renowned investors including Allianz X, Tencent Holdings Limited, Li Ka-Shing’s Horizons Ventures, Peter Thiel’s Valar Ventures, members of the Zalando management board and Earlybird Venture Capital.

Once here you will

Build and Develop

We are looking for an experienced people manager, who will be comfortable creating and ramping up a team to look after our three main substreams: Workforce Management, Data Analysis and Continuous Process Improvement. You will be responsible for driving these key work streams, meaning involvement with stakeholders of all levels across the business and ownership of our exciting projects here at N26. Your experience and knowledge will be crucial in shaping and moulding the team, taking it from its infancy to delivering a consistently excellent service to the business. This team will extend to up to 12 people so you need to be an outstanding manager, capable of developing, inspiring and leading.

Drive our Analytics

We are looking for a strong analytics and data driven professional to come in and improve our customer service delivery. Working to optimise and improve our processes in our customer operations division, including our contact center, you will be data driven and analytical to the core. You will constantly be monitoring our KPIs and metrics, reviewing our service level performance on a weekly, monthly and yearly basis. This will also be reported to our business leadership so your exceptional stakeholder management skills will also be required. In our fast moving environment, we need someone who can work independently and in an entrepreneurial manner to transform and drive operational excellence. You will work to deliver tangible performance improvement to our team, and you will monitor our key metrics to see how we improve and perform over time. As you will be dedicated to our Customer Operations department, you will be promoting the use of data and metrics to implement improvement opportunities and problem-solving activities that constantly improve our customer experience.

Plan and Control

This is another crucial part of the role where you will oversee the responsibility for our daily operations. Working closely with our Customer Service Team Leads you will create our work force and holiday plan that underpins our Customer Service operation. You will also introduce Workforce Management tools so that we are not just monitoring our plan, but continually looking to improve the way we use our resources. If data analytics and customer care are your passion, then apply below.

What you will bring along

You will be an experienced Operational Excellence Manager with at least 2 years experience, well versed in different process improvement methodologies and the ability to use these to deliver quantifiable results. Ideally, you are coming from a Banking or tech environment, but most importantly you are coming from a customer facing service industry. You have considerable experience in performance improvement and a clear understanding of the structures we need to be successful. As you will be working in a small team but with a large scope of influence, we expect you to be as comfortable working alone with data as you are conveying the issues you foresee to senior stakeholders across the business. This of course means you have outstanding communication skills and are fluent in English. Lastly your drive and ambition matches ours, which will give you the potential to grow and develop in this role.  

What we hope you have

  • Experience in a tech customer operations environment
  • Experience in a banking/FinTech environment
  • German is a plus
  • Deep understanding of performance management and operational excellence methods, including continuous process improvement, management dashboards etc

What we offer

  • Working with international, highly engaged peers
  • Getting things done attitude
  • Flat hierarchy and open communication
  • The opportunity to be a part of the digital banking revolution
  • Personalized Onboarding
  • Interesting organisational challenges to tackle as we scale
  • Forming part of our customer operations leadership team
  • Find a career path. Not just a job. Some of our benefits and rewards can be found on our careers website.