Head of Customer Service
Madrid
Madrid, Community of Madrid, ES
We are looking for an experienced Head of Customer Service to lead the department for our important international client in the electronic payments/fintech sector. This critical role focuses on handling customer complaints and claims independently, ensuring compliance with customer protection regulations, and fostering a customer-centric culture. The successful candidate will manage the department's resources, maintain its independence, and promote adherence to transparency in financial services and ethical practices.
Key Responsibilities:
1. Department Leadership: Oversee a fully autonomous department, ensuring independence from commercial and operational functions to mitigate conflicts of interest.
2. Complaint Resolution: Develop and manage efficient processes for handling client complaints and claims in compliance with applicable regulations.
3. Regulatory Compliance: Ensure adherence to national and international financial service regulations, including Order ECO/734/2004, while maintaining ongoing collaboration with the Bank of Spain and other regulatory bodies.
4. Reporting Communication: Prepare reports on complaint trends, client protection initiatives, and regulatory compliance. Represent the department in audits and inquiries.
5. Team Training Development: Design and implement training programs to ensure staff are well-versed in financial regulations and client protection practices.
6. Continuous Improvement: Monitor industry trends and recommend process improvements to enhance service quality and efficiency.
Key Qualifications:
1. Education: Bachelor’s in Business Administration, Law, Finance, or related field. A Master’s degree or certification in financial services regulation is a plus.
2. Experience: 8-10 years of experience in customer service management, including 3-5 years in leadership roles within financial services, fintech, or payment solutions. Strong knowledge of Spanish regulations on client protection, including Order ECO/734/2004. Proven track record in handling complex complaints and ensuring regulatory compliance.
3. Skills: Fluent in Spanish and English; additional languages are an asset. Excellent leadership, communication, and analytical skills. Proficient in CRM and regulatory reporting tools.
4. Attributes: Independence, problem-solving capabilities, and a proactive leadership approach. Commitment to ethical practices and client protection.
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