This is Worldline

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

Opportunity

The Director of Operations focuses specifically on the efficient delivery and management of banking and loyalty services. This role is crucial in ensuring that customer-facing operations run smoothly and effectively. Here’s an overview tailored to this specific function.

Mission & day-to-day responsibilities:

1. Service Delivery Oversight

• Role: Ensure that all banking services (e.g., account management, loan processing, customer service … end to end services) are delivered efficiently and meet service level agreements (SLAs).
• Skills: Service-oriented mindset, familiarity with customer service principles.

2. Process Optimization

• Role: Analyze and refine service delivery processes to enhance efficiency and reduce wait times for customers.
• Skills: Lean methodology, process mapping, and workflow analysis.

3. Compliance and Quality Control

• Role: Ensure that services comply with regulatory requirements and internal quality standards, conducting regular audits and assessments.
• Skills: Knowledge of banking regulations, detail-oriented, compliance management.

4. Team Leadership and Development

• Role: Lead teams in branches or service centers, focusing on training, performance management, and motivation. You will be responsible for more a complete perimeter of more than 150 IT experts.
• Skills: Strong leadership, people management, and coaching skills.

5. Performance Analytics

• Role: Establish and monitor KPIs related to service efficiency, customer satisfaction, and staff performance, using data to drive improvements.
• Skills: Analytical skills, data interpretation, and reporting capabilities.

6. Customer Experience Enhancement

• Role: Develop initiatives to improve the overall customer experience, addressing feedback and identifying pain points in service delivery.
• Skills: Customer-centric approach, strong communication, and problem-solving skills.

7. Cross-Department Collaboration

• Role: Work with other departments (e.g., IT, marketing, risk management) to ensure cohesive and effective service delivery across the bank.
• Skills: Collaborative mindset, negotiation skills, and adaptability.

8. Technology Utilization

• Role: Oversee the use of banking technology and tools to enhance service efficiency and customer interactions (e.g., CRM systems, chatbots).
• Skills: Tech-savvy, understanding of fintech innovations, project management.

9. Budgeting and Resource Allocation

• Role: Manage operational budgets related to services and ensure that resources are allocated effectively to meet service demands.
• Skills: Financial management and strategic resource planning.

Desired qualifications:

• Experience: Extensive experience in banking operations, particularly in customer service roles, with a focus on service delivery and improvement and to have the front with the customers.
• Education: A degree in finance, business administration, or a related field; advanced degrees or certifications (e.g., MBA, banking certifications) are a plus.
• Leadership Skills: Proven track record in leading teams and managing multi-faceted operational functions.
• Communication Skills: Excellent verbal and written communication skills for interacting with staff, customers, and stakeholders.

Essential qualities:

• Customer Focus: A deep commitment to enhancing customer satisfaction and service quality.
• Analytical Mindset: Ability to utilize data for decision-making and process improvement.
• Adaptability: Flexibility to respond to evolving banking environments and technology.
• Visionary Leadership: Capability to inspire teams and create a strategic vision for service delivery excellence.

The Director of Operations for Bank Services plays a pivotal role in ensuring that the bank can deliver high-quality services efficiently while maintaining compliance and fostering a customer-centric culture.

More reason to join us

At Worldline you will have the opportunity to be at the heart of the global payments technology industry and shape how the world pays and gets paid. In addition, you will also have:

• Be part of a company driven by a strong purpose to do good and recognized as the top 1% of the most sustainable companies across all sectors globally.
• Work with inspiring colleagues and be empowered to learn, grow and accelerate your career.
• Work in an international environment with cutting-edge technologies.
• Competitive salary.
• Professional development opportunities.
• Dynamic and collaborative work environment.
• 50% remote work.
• Reduced working day from June 16 to August 31.
• Flexible compensation system (meal vouchers, transportation, day care, medical insurance).
• Extensive training offer through our e-learning platforms and training catalog.
• Specific training, both technical and managerial.
• Language training: English and French.
• Global community of Worldline experts with international events.
• BH Wellbeing: Free psychological assistance, coaching sessions and relaxation sessions.
• Digital platform with discounts on well-known brands.
• Flexible fitness program with Andjoy.
• Free fruit in the office.

Shape the evolution :

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more about life at Worldline at careers.worldline.com.

We are proud to be an Equal Opportunity Employer. We do not discriminate based on religion, skin color, national origin, gender (including pregnancy, childbirth, or medical conditions), sexual orientation, gender identity, gender expression, age, disability status, or any other legally protected characteristic.