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	{mso-style-name:"Table Normal";
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	mso-ansi-language:DE;
	mso-fareast-language:DE;}</style><![endif]--><!--StartFragment-->We are looking for a Service Delivery Manager who has experience of working with external clients in the payments industry, dealing with corporate and private clients. You will be managing a team of Customer Service professionals to ensure the successful delivery and execution of our customer services. Our contact centers operates 9 to 5. You will be responsible for managing your teams to ensure successful delivery of the objectives, ensuring efficiency and excellence in the execution of the service offerings. &nbsp;&nbsp;</p>

<p>&nbsp;</p>

<p>KEY RESPONSIBILITIES</p>

<p>&nbsp;</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Devise and implement the customer service strategy, including KPIs and objectives</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Oversee and manage performance of customer service team, processes and procedures, including training and development</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Ensure a competitive and data driven service environment that strives for the best and promotes accountability</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Conduct weekly, monthly, quarterly reviews with the team and stakeholders</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Gain an understanding and working knowledge of industry standards, practices, including company services offered</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Manage and coordinate all activities involved in order processing, delivery, installation and after sales</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Work across the business to optimise, improve and innovate the customer experience</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Monitor patterns to better deal with recurring issues, and audit all activities to ensure all standards are being met in terms of efficiency and performance</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Ensure your teams personify our values (We Build Trust, Be Bold, Embrace Change, Raise the Bar, Stand Together and Own It) in every interaction</p>

<p>&nbsp;</p>

<p>SKILLS &amp; EXPERIENCE</p>

<p>&nbsp;</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Experienced call center/contact center Service Delivery Manager gained within an omnichannel environment</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Highly skilled and experienced in building inbound/outbound call centers that engages with customers</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->A desire and genuine passion for delivering happiness through excellent customer service ensuring an empathic approach</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Developing, selecting and connecting service tools, and setting the right KPIs</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->The ability to analyse customer feedback and markets, and facilitate problem solving sessions</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Outstanding social service etiquette, being versatile in your approach and adapting your style to each customer</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Excellent leadership and communication skills, hands-on, leading by example with a high standard of professionalism</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Skilled in People, Account, Client Management and Development</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Good command of the English language is a must &ndash; German or another language would be an asset</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>ABOUT US</p>

<p>PPRO is one of the fastest growing FinTech businesses in Europe, acting as a value-added hub for alternative payment methods servicing Payment Service Providers globally. PPRO&rsquo;s products and services span the entire payments value chain from acquiring through issuing and processing.</p>

<p>PPRO is a FCA regulated and EU certified financial institution with an e-money license. We are headquartered in London, and with offices in Munich, Cologne, Gibraltar, Sibiu, Luxembourg, and Atlanta.&nbsp;</p>

<p>Our teams are growing rapidly with a diverse group of more than 30 nationalities, all united in a dynamic culture with a common purpose to deliver the best possible products and services to our partners and customers. PPRO people are characterised by their desire to succeed, team spirit, high energy, professionalism and willingness to take on complex challenges and find simple, elegant solutions.</p>

<p><!--EndFragment--></p>
