Job Description:
- Lead the Monee CS team: around 30 people, handling CS end-to-end for Monee (financial services)
- CS Operating Model: Build and lead the end-to-end CS operating model (multi-channel), defining workflows, tiering logic, handoffs and escalation rules
- BPO Performance Governance: Own L1 vendor governance (SLAs, scorecards, calibrations, staffing assumptions) and drive performance action plans
- In-house Complex Support: Lead the in-house L2/L3 structure, including triage, specialist workflows, complex case handling standards, and escalation discipline.
- Quality & Enablement: Build the quality and enablement system: QA framework, calibrations, coaching loops, training, SOP governance, knowledge base, scripts, macros, and decision trees
- WFM & Performance Management: Establish WFM and performance routines: forecasting inputs, capacity planning, scheduling logic backlog controls, KPIs, dashboards, and weekly business reviews
- Tools & Channel Operations: Own CS tooling and channel operations requirements (CRM/ticketing workflows, routing, telephony, chat configuration, templates, automation priorities), partnering with product for delivery
- Operational Intelligence: Run the CS intelligence loop: contact driver analytics, root cause reviews, deflection opportunities, and structured insights shared with Product, and other Ops teams to support operational stability.
Requirements:
- Bachelor's degree in Business, Engineering, Economics or a related field (or equivalent practical experience)
- Strong proficiency in Microsoft Office and Google Workspace (PowerPoint/Google Slides) for reporting and stakeholder communication
- Experience working with CRM/ticketing systems and workflow configuration (e.g., queues, routing rules,
macros, templates) and SQL is a plus
- Business-level English (written and spoken)
- Proven track record in leading CS operating models and team structures in complex environments (fintech, payments, banking, credit, or similar)
- Experience managing L1 via BPO with governance (SLAs, scorecards, calibrations, performance action plans)
- Experience leading in-house L2/L3 or specialist support teams, including triage, escalation design, and complex case workflows.
- Experience implementing quality and enablement systems (QA framework, training routines, SOPs, knowledge base).
- Strong operational analytics and management cadence (KPIs, dashboards, WBR), including capacity planning fundamentals.
