Your area of responsibility Strategic and operational management of the Customer Service as well as Risk & Fraud departments Overall responsibility for player account management throughout the entire Customer Life Cycle Further development and optimisation of customer service, verification, risk and fraud processes Ensuring compliance, player protection and fraud prevention in close cooperation with Compliance Management of customer service channels and systems as well as ensuring professional and efficient customer support Performance and quality management based on KPIs, SLAs and defined quality standards Leadership and development of the team including recruitment, deployment planning and staff development Responsibility for complaint and escalation management as well as handling complex customer cases Further development of the customer journey through data analysis, reporting, automation and market observation Close cooperation with internal and external partners, especially Compliance, Operations, Marketing, Finance and Technology Responsibility for qualitative and quantitative departmental goals as well as a performance-oriented leadership culture What you bring Completed commercial or comparable basic training; further training in business administration, customer service, compliance, risk management or leadership is an advantage Several years of professional and leadership experience in customer service, risk & fraud or compliance Strong entrepreneurial thinking as well as a high service and solution orientation Experience in leading and developing employees as well as an appreciative and motivating leadership personality Analytical, structured and independent working style combined with organisational skills and assertiveness High resilience, flexibility, reliability as well as a strong sense of responsibility and quality awareness Strong communication skills, teamwork and enjoyment of cross-departmental collaboration Very good German and good English skills; additional languages are an advantage Impeccable reputation (criminal and debt register extracts will be requested before contract conclusion) What we offer Varied activity in an unusual environment Future-oriented corporate culture and modern infrastructure Market-based remuneration, staff restaurant and other fringe benefits Flexible working hours Collegial and multicultural team Employee social club with regular events Participation in health-promoting activities and other recognitions Job-specific training opportunities #J-18808-Ljbffr
Responsable du Service Client & Gestion des Risques (100%) Arbeitgeber: Jobup
Notre entreprise est un employeur de choix, offrant un environnement de travail dynamique et humain, où chaque employé peut voir l'impact de son travail. Nous valorisons la qualité de service et le développement personnel, en proposant des responsabilités évolutives et des opportunités de croissance au sein d'une PME bien établie en Suisse. Rejoindre notre équipe, c'est intégrer une culture de collaboration et d'engagement, tout en bénéficiant d'un cadre structuré et orienté vers l'excellence.
