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:
* Department Leadership: Oversee a fully autonomous department, ensuring independence from commercial and operational functions to mitigate conflicts of interest.
* Complaint Resolution: Develop and manage efficient processes for handling client complaints and claims in compliance with applicable regulations.
* 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.
* Reporting & Communication: Prepare reports on complaint trends, client protection initiatives, and regulatory compliance. Represent the department in audits and inquiries.
* Team Training & Development: Design and implement training programs to ensure staff are well-versed in financial regulations and client protection practices.
* Continuous Improvement: Monitor industry trends and recommend process improvements to enhance service quality and efficiency.
Key Qualifications:
* Education: Bachelor’s in Business Administration, Law, Finance, or related field. A Master’s degree or certification in financial services regulation is a plus.
* 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.
* Skills:
* Fluent in Spanish and English; additional languages are an asset.
* Excellent leadership, communication, and analytical skills.
* Proficient in CRM and regulatory reporting tools.
Attributes:
* Independence, problem-solving capabilities, and a proactive leadership approach.
* Commitment to ethical practices and client protection.