Head of SME Customer Support (m/f/d)

at  Vivid Money

Vivid Money is the first mobile banking app that combines all your daily money needs in one app. Whether it’s spending, saving, or investing – Vivid offers an easy, flexible, and transparent solution to grow your money. Vivid is ground breaking and has managed to reach over half a million users in only two years.
We want to be more than just a name on your CV. We strive for the talent to achieve the full potential and beyond, providing the tools to learn and develop within our fast-growing company. We encourage you to challenge the status quo and bring in your own ideas and opinions. We want to be a playground to try new things, make mistakes and learn from them.
The SME Banking Support Lead is a key role responsible for overseeing and managing the support functions within the Small and Medium Enterprises (SME) banking division. This position plays a crucial role in providing exceptional customer service, resolving complex issues, and ensuring the smooth operation of the support team.
The SME Banking Support Lead is expected to possess strong leadership skills, in-depth knowledge of banking processes, and the ability to communicate effectively with internal teams and external stakeholders.

REQUIREMENTS

• Proven experience in a customer support or customer service role within the banking or financial services industry.
• Proven track record of successful support processes development
• Strong knowledge of SME banking products, services, and processes.
• Excellent leadership and people management skills.
• Exceptional problem-solving and decision-making abilities.
• Outstanding interpersonal and communication skills, both verbal and written.

• Team Management:
• Recruit, lead, coach, and motivate a team of SME banking support representatives to achieve departmental goals and objectives.
• Provide guidance and support to team members, including training and performance evaluations.
• Foster a positive and collaborative work environment
• Customer Service Excellence:
• Create strong customer support and related processes
• Ensure high-quality customer service by maintaining a customer-centric approach and resolving escalated customer issues in a timely and satisfactory manner.
• Identify opportunities for process improvements to enhance the overall customer experience.
• Collaborate with other departments to streamline support processes and improve service delivery.
• Issue Resolution:
• Act as a point of escalation for complex or unresolved customer issues, demonstrating strong problem-solving skills and a thorough understanding of banking products and services.
• Analyze root causes of issues and develop effective solutions to prevent recurrence.
• Performance Monitoring and Reporting:
• Develop and implement performance metrics and KPIs to measure the effectiveness of the support team.
• Analyze data and generate regular reports to track team performance and identify areas for improvement.
• Present performance updates and recommendations to senior management.
• Compliance and Risk Management:
• Ensure compliance with banking regulations, internal policies, and procedures.
• Stay updated on industry best practices and regulatory changes that may impact SME banking support operations.
• Identify and mitigate potential risks associated with customer support activities.