U.S. Bank Head of Customer Assurance Europe in Arklow, Ireland
A leader in the payments industry, Elavon provides end-to-end payment processing solutions and services to more than one million merchants around the world. If you want to make a difference in your life, your community and your world, join us at Elavon. We know our company is only as strong as our people, and we are committed to your professional growth and success. Elavon is part of the U.S. Bank family, a diverse workplace, where we celebrate the individuality of each member of our global team.
Reporting to the Head of Global Enterprise Complaints & Customer assurance the role holder will be a senior operations leader responsible for the management and day to day operations of the Elavon EU functions consisting primarily of Complaints, Payment Exceptions & Error Remediations. This role is critical in terms of the organizations ongoing ability to full comply with the rigors of procedures, policies and regulations which are fundamental to Elavon’s regulatory Authorization and adherence to consumer protection standards all whilst ensuring a customer focused culture continues to be embedded across Europe.
The role will include but not be limited to.
Ensuring the successful operational management of the core teams, ensuring Service Level Agreement (SLA’s) & Objective’s & Key Results (OKR’s), regulatory timelines and customer expectations are maintained. Oversee all work queues/items to ensure that effective operational processes are in place which maximize resources which support efficiency and customers excellence.
Lead a multi disciplined team of 55 employees across Ireland, Poland, Nordics, and the UK.
Ensuring all programmes are safe and sound from a regulatory perspective and the operational processes are being executed in accordance with the relevant internal policies and procedures and the applicable jurisdictional regulations, codes of conduct, legislations, and laws. The role holder must understand the metrics which govern the programmes including risk appetite and the expectations of oversight partners, risk & Compliance.
Responsible for the ownership, review and maintenance of all team/department policies and procedures in line with Elavon’s standards.
Work closely with all risk, compliance, and oversight partners, ensure effective relationships and cadences are in place to support all oversight, testing and review functions, each programme is subject to 1LoD and 2LoD oversight, appropriate framework should be in place to support this oversight including testing and credible challenge.
Be a dedicated point of contact for all customer assurances matters including escalations from all levels of management, oversight functions and operational leadership. Be ready and able to speak to volumes, operational opportunities and challenges, SLA adherence and continuous improvement. Role holder will be required to attend various risk and compliance committees and forums to update groups on relevant key metrics in relation to Complaints, Errors, and Exceptions.
Drive continuous improvements and change, ensure the team continues to evolve and grow, all opportunities for change should be managed within the defined governance framework with issues, projects or bespoke asks raised as appropriate.
Root Cause Analysis – Ensure a robust framework is in place across all programmes which ensures that the insights and customers viewpoints are extracted and shared appropriately with the relevant business lines, the customer assurance team should be a key stakeholder in terms of product and service launch and process change.
Customer Management – Ensure that an excellent service is provided to both internal and external customers, role holders should be available to speak and work with customers as required and ensure that an appropriate sense of customers is instilled across the teams.
Be a Global player -as part of the Global Enterprise Complaints & Customer Assurance team ensure to work with peers across other regions and business lines to align where appropriate and support the load balancing of work volumes during peak times.
Working closely with decision makers on developing the future strategic business direction. Keeping up to date with related business, technical and regulatory developments. Ensuring processes and documentation adhere to the Consumer Protection Code Guidelines at all times.
Required Skills & Attributes
The ideal role holder will
Have 7-10 years proven track record of managing a mid to large sized operations team, the ideal candidate will be able to demonstrate an ability or experience in managing multiple disciplined teams within the financial services sector. Proven track record of fostering a positive culture.
Have a good level of knowledge of payment processing, merchant services and related procedures and products.
Have an excellent understanding of the European Regulatory Landscape including the various consumer protection codes, complaints and error handling guidelines & rules and payments specific regulations.
Have a relevant third level qualification in a related discipline.
Have a deep understanding of operations effectiveness and have a proven ability at owning and evolving operational work queues able to demonstrate examples of continuous improvement and efficiencies gained.
Have an ability to drive change across the organization, be able to gather and coordinate multi disciplined teams to solve for problems and execute process improvements and change. Improve operational management systems, processes, and best practices.
Have Strong analysis and an ability to assess impacts through operational reports taken from various feeds / platforms.
Have an ability to adapt to and integrate new technologies and processes into an existing business.
If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) .
Learn how the way we work at U.S. Bank (https://assets.phenompeople.com/CareerConnectResources/prod/UBNAGLOBAL/documents/Thewaywework-1666895142717.pdf) drives meaningful relationships with our customers and collaboration across the company.
We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security; and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine.
This is an Elavon posting. Elavon is a part of the U.S. Bank family.