Customer Process Lead
IPF Digital Australia Pty Ltd
Customer Process Lead
We are seeking a Customer Process Lead to join our Customer Experience team in Estonia who possesses strong analytical skills, a knack for process optimization, and the ability to collaborate effectively with various departments to enhance efficiency and ensure a seamless customer experience.
About IPF Digital (in a nutshell)
IPF Digital provides fast, flexible, and convenient credit solutions under the Creditea and Credit24 brands to retail customers in Estonia, Latvia, Lithuania, Mexico, Australia and Czech Republic.
Our solutions are designed to meet our customers' credit needs. They are delivered via a prompt, high-quality service backed by our sophisticated technology platform. This makes the whole application process easy and hassle-free.
Our customers might require money for something vital, such as paying an unexpected bill or coping with day-to-day expenses. Or they may be looking for help to carry out home improvements, buy a car or start a business.
Whatever they need, we offer innovative financial services that are respectful, responsible, and straightforward.
Main purpose of the role:
Operational Process Specialist will oversee and optimize operational processes within the organization. This role involves monitoring and controlling various aspects of daily operations to ensure efficiency, compliance, and adherence to established standards.
Key responsibilities:
- Overseeing and optimizing global customer care processes;
- Establishing and maintaining operational process policies;
- Planning and conducting audits to ensure compliance and identify improvements;
- Developing audit plans, protocols, and procedures;
- Setting audit frequencies and schedules based on risk assessments;
- Proposing and implementing efficiency enhancements;
- Communicating findings and collaborating with stakeholders;
- Supporting team members and resolving operational issues.
Essential skills and experience:
- Bachelor's degree or equivalent or relevant experience in the field preferred;
- Knowledge of process optimization, organizational transformation, and change management;
- Flexible problem-solving within a credit framework;
- Ability to create structure in ambiguous environments;
- Self-motivated, commercially minded, and results-driven;
- Proficient in MS Office with excellent communication skills;
- Detail-oriented with strong process design and technical skills;
- Innovative and inquisitive;
- Proven operational process management experience;
- Strong analytical, problem-solving, and project management skills;
- Effective interpersonal skills across all levels and functions;
- Experience in conducting audits and developing frameworks;
- Familiarity with audit standards and methodologies;
- Initiative in starting and delivering projects;
- Experience in Lean/Process optimization, preferably in digital/e-commerce;
- Agile development project experience;
- Background in digital consumer finance;
- Fluent in business English.
What we can offer you:
- Salary in a range of EUR 3200-3800 gross;
- Wide benefits package;
- Opportunity to work in a dynamic and fast-paced environment;
- Chance to make a real impact on the growth and success of the company;
- Join a team of talented and passionate individuals.
You will enjoy working at IPF Digital if you value a truly international work environment where you can take responsibility for your tasks; you value a friendly and open work culture and good teamwork.
Here's how our team describes our culture:
"The culture at IPFD is driven by our shared values. People are put first; we accept differences and encourage individuality. Due to our flat business structure, we enjoy collaborating. Although recognition is highly valued, failure is also accepted. Enjoying some good times together is also highly encouraged!"
Sounds good? :) Then Please Apply, and let's meet up. ;)
- Department
- Customer Excellence
- Locations
- Estonia
- Remote status
- Hybrid Remote
- Monthly salary
- 3,200 - 3,800
- Employment type
- Full-time
Customer Process Lead
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