Job Summary:

• We are seeking a passionate and dedicated leader to lead our Customer Service Chapter. As a Chapter Lead, you will be responsible for driving operational excellence, developing team skills, and promoting best practices in customer support to ensure an exceptional experience for our users. You will work closely with other organizational leaders to foster a culture of growth, innovation, and customer satisfaction.

Responsibilities:

• Establish and expand the Customer Service Competence Center in Italy to ensure efficient and high-quality service delivery.
• Supplier management: manage and continuously optimize collaboration with service partners.
• Calculate efforts and resources for new business and ongoing services to ensure profitable operation.
• Participate in strategically important projects as the customer service representative for the Italian market.
• Develop and coordinate staffing plans in collaboration with suppliers.
• Monitor SLAs and implement measures for continuous improvement and process optimization.
• Serve as the central point of contact for bank clients and key accounts for inquiries, requests, and complaint management within Customer Service.
• Conduct regular operational meetings with clients to align expectations, gather feedback, and drive continuous improvement.
• Contribute to and implement Robotics and AI initiatives in Customer Service to enhance efficiency and customer satisfaction.

Qualifications:

• Several years of experience in Customer Service, preferably in the financial or banking sector.
• Leadership experience with the ability to manage teams and external partners.
• Strong project management and organizational skills.
• Knowledge of supplier management and effort/cost calculation.
• Strategic thinking with a strong hands-on mentality.
• Fluency in Italian and English; German skills are a plus.
• Passion for innovation and willingness to drive new technologies such as Robotics and AI.

Shape the evolution:

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more about life at Worldline at careers.worldline.com.

We are proud to be an Equal Opportunity Employer. We do not discriminate based on religion, skin color, national origin, gender (including pregnancy, childbirth, or medical conditions), sexual orientation, gender identity, gender expression, age, disability status, or any other legally protected characteristic.

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