Team Lead - Support Vendor Operations
Revolut, Portugal
Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Oct 25, 2021
Last Date
Nov 25, 2021
Location(s)
Job Description
ABOUT THE TEAM
Since 2015, Revolut has introduced over 10 million customers to a new way to handle their money. From instant spending notifications and built-in budgeting controls, to global currency exchange and stock trading, customers simply get more with Revolut.
We approach Customer Support at Revolut the same way that we approach everything else. We take complex issues, and create extraordinary solutions that our customers love. Fromon-boardingflows to new feature presentations, our goal is to both inform and delight.Put simply, we build things we want to use ourselves, that we’re proud to show to our friends and families.
ABOUT THE ROLE
Revolut is looking for a Support Vendor Operations Team Lead to develop the strategy and execution of our partner delivery network for outsourced business (BPO’s).
Based in Porto or other cities in Portugal (remote work from Portugal is possible), we’re looking for a skilled operations leader to collaborate with our global partners and internal clients to provide the best solutions for a multitude of business challenges that come with a rapidly scaling company.
We’relookingfor a superstar Team Leader (who understands what it takes to motivate and lead a team and has experience in doing so) to work with the Support Vendors. Vendor Operations Team Lead role is to ensure our BPO partners meet and exceed our quality and performance expectations. This role is about developing a firm foundation for our operations and continuing to innovate on ways to scale it quickly and effortlessly. We want to focus particularly on our customer satisfaction and process compliance in this role by finding a balance between consistency and positive experiences for all our customers.WHAT YOU'LL BE DOING
What we’re looking forRevolut is being scaled up by people all around the world who share our vision. We’re looking for people who align with our five core values: we believe that we Get it Done because we Think Deeper and are strongly rooted in the Dream Team. We Never Settle hence why we always Deliver Wow. You want to join a community of forward-thinking people - we are here for you. We believe in empowering our Revoluters in their work, giving them autonomy and ownership of what they do. We want everyone
Since 2015, Revolut has introduced over 10 million customers to a new way to handle their money. From instant spending notifications and built-in budgeting controls, to global currency exchange and stock trading, customers simply get more with Revolut.
We approach Customer Support at Revolut the same way that we approach everything else. We take complex issues, and create extraordinary solutions that our customers love. Fromon-boardingflows to new feature presentations, our goal is to both inform and delight.Put simply, we build things we want to use ourselves, that we’re proud to show to our friends and families.
ABOUT THE ROLE
Revolut is looking for a Support Vendor Operations Team Lead to develop the strategy and execution of our partner delivery network for outsourced business (BPO’s).
Based in Porto or other cities in Portugal (remote work from Portugal is possible), we’re looking for a skilled operations leader to collaborate with our global partners and internal clients to provide the best solutions for a multitude of business challenges that come with a rapidly scaling company.
We’relookingfor a superstar Team Leader (who understands what it takes to motivate and lead a team and has experience in doing so) to work with the Support Vendors. Vendor Operations Team Lead role is to ensure our BPO partners meet and exceed our quality and performance expectations. This role is about developing a firm foundation for our operations and continuing to innovate on ways to scale it quickly and effortlessly. We want to focus particularly on our customer satisfaction and process compliance in this role by finding a balance between consistency and positive experiences for all our customers.WHAT YOU'LL BE DOING
- You will drive operational excellence across the global BPO network and partner with internal clients to positively impact customer experience.
- Daily, weekly, monthly, and quarterly operations KPI review and management
- Develop process for improvement
- Ying user CSAT without sacrificing quality parameters
- Help build and implement processes and standards for delivery through the global network
- Demonstrate excellent business analytics to perform root cause analysis activities
- Lead through partnership and collaboration in leveraging resources to improve implementations, training, quality and performance management
- Detailed reporting and metrics preparation
- Run and implement projects to improve customer experience
- Analysing customer data to make informed decisions
- A minimum of 1 year of relevant experience in Vendor Managementis expected, but we will consider candidates with less experience if they meet our other requirements
- Working proficiency in English required, other languages are very helpful
- Experience running projects, performing informal or acting leadership roles
- Strong coaching and mentoring skills
- Leadership skills with a creative, confident and motivational approach
- Excellent communication, reading comprehension, and writing skills
- Demonstrated ability and commitment to go Above and Beyond the daily expectations of role duties when required
- History of taking ownership and driving results
- Excellent technical and analytical aptitude
- Strong presentation and excellent communication skills
- Self-driven and ability to work in a fast-paced and evolving environment
- Ability to handle multiple priorities and meet deadlines in stressful situations
What we’re looking forRevolut is being scaled up by people all around the world who share our vision. We’re looking for people who align with our five core values: we believe that we Get it Done because we Think Deeper and are strongly rooted in the Dream Team. We Never Settle hence why we always Deliver Wow. You want to join a community of forward-thinking people - we are here for you. We believe in empowering our Revoluters in their work, giving them autonomy and ownership of what they do. We want everyone
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