As the Associate Director in the Customer Care department, you will be in charge for one of the inbound teams in Stettbach. Reporting directly to the Vice-Director, you will be responsible for supervising operational activities and people management in accordance with senior management.

Key responsibilities

Team Management:

• Leading and supporting your team:
  • Fostering a positive work atmosphere where employees feel motivated, valued, and connected to the team and the organization.
  • Promoting collaboration, trust, and cohesion among team members.
  • Addressing any potential conflicts among team members to your senior management and/or HR Partner
  • Supporting employee growth through training, mentorship, coaching, and advancement opportunities.
• Hiring:
  • Leading the recruitment process with your Talent Acquisition Partner
  • Ensuring new hires are properly introduced to the team, the organization, its culture, policies, and their specific roles.
• Performance Management: Setting performance expectations, providing feedback, conducting performance reviews, and addressing any performance issues.
• Conducting under performance process with the help of your Senior Management and HR Partner.

Operations Management:

• Controlling daily operations: Overseeing the smooth execution of daily tasks and activities to ensure customer satisfaction and operational efficiency.
• Delegating: Assigning tasks and responsibilities to team members based on their skills and workload.
• Executing non-ordinary operations: Managing and overseeing exceptional or non-routine operations such as complaint resolution, outbound tasks and monitoring client communications.
• Reporting: Implementing and producing periodical statistics and reports to track performance and operational metrics.
• Documentation and Procedures: Properly documenting main procedures to ensure consistency and compliance.
• Collaborating: Working with external and internal stakeholders to improve processes and resolve issues.
• Project Management: Leading and supporting various projects to enhance customer care services.
• Monitoring: Overseeing team’s capacity allocation to ensure optimal resource utilization.

• Minimum of 3 years track record in a customer care or service environment.
• Previous experience in a leadership role is a strong advantage.
• Very good knowledge of our product offering and our banking services.
• Very good understanding of operational workflows and procedures.
• Strong project management and problem-solving skills.
• Ability to prioritize and deliver on multiple tasks in a deadline-driven environment.
• Excellent interpersonal skills, results-oriented, team player.
• Excellent communication and presentation skills.