At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive.   We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One. 

As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other. 

Job Description

The Head of Europe Front Office will lead and manage the MPS Europe Front Office teams. This includes customer service over phone, web, chat, emails, customer technical help desk and external partners operational support.

The successful candidate will ensure quality service, adherence to SLAs and effective operations support for internal and external customers. Identify and deliver service enhancements to improve customer service and experience.

The role holder will accomplish results through the effective leadership and management of staff. Develop high performing teams with strong psychological safety who deliver results for customers and the wider community in which we operate.

You will participate in the review and recommendation of operational systems and procedures affecting the front office functions, coordinating system conversions from an operations perspective. Administer corporate policies and procedures and ensures compliance with applicable laws and regulations.

Key Responsibilities:

Successfully retain and develop key talent, execution of employee engagement initiativesProactive Issue resolution – Design and overview contingency plans for Contact Center, reducing incident/error ratesImplementation of robust measures to safeguard sensitive data and reduce risk of breachesMaintain Key Performance Indicators: SLAs, Query Resolution, AHT and Customer Experience metricsEnsure operational efficiency through streamlining workflows, tech led innovation and ongoing training for contact center staff and contact center leadership teamDevelop and Execute strategy to prioritize customer advocacy across company processes, drive cultural change to build customer centric focus across organizationBreak down silos between departments to ensure unfied customer experience approachDefine success metrics for Customer ExperienceEstablish framework to collect, analyze and act on customer feedbackStrengthen Customer Relationships by maintaining ongoing dialogue with customers, ensuring regular customer outreach and optimal usage of existing customer data points to create meaningful insightsPlanning and execution of the digital customer journey for the targeted groupChange Management to ensure the new capabilities are successfully introduced internally and externallySuccess metrics for Digital Adoption program implementation (Customer Retention, DIY Adoption Rates)

Qualifications 

Bachelor’s degree, or equivalent work experience Typically 10 or more years of relevant experience Considerable knowledge of front office operational functions, systems, policies and proceduresStrong organizational, managerial and project management skills Well-developed customer relations skills Effective interpersonal, verbal and written communication skills Ability to manage multiple tasks/projects and deadlines simultaneously 

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.

Benefits:

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.