Elavon provides businesses with one of the most secure, cost effective and comprehensive card payment processing services available on the market today. We are wholly owned by US Bancorp, the fifth largest financial holding in the United States of America. Elavon is a top 5 Acquirer in the European market place, with a significant presence in Ireland, the UK, Germany, Norway, Poland, Spain, Mexico, Brazil and USA. At Elavon we encourage employees to grow professionally and be challenged by a leader in the payments industry. We are looking for team members to help drive our growth. Above all, we look for people who are dedicated to providing value and superior service to our customers, to our shareholders and to our communities. Come join us.
For more details about us please see our web site: www.elavon.com
Customer Onboarding Manager will be responsible for the team of 35 employees with three direct reports at Supervisor level. Manager is responsible for daily running and management of the department through effective capacity planning and use of resources. Manager holds responsibility for delivering department’s KPI’s as well as planning areas of improvement and developing employees. Manager must build strong relationships with Sales Teams across our European markets to ensure mutual cooperation and delivery on shared goals.
Key responsibilities:
- Ensure smooth, accurate and timely Boarding processes in accordance with regulatory requirements;
- Ensure high standards of team’s performance through setting clear objectives, effective capacity planning, daily huddles as well as weekly meetings and monthly/ quarterly reviews;
- Lead initiatives to reduce boarding SLA, make processes more efficient and improve quality of boarding experience for both internal and external customers;
- Liaise with other departments to resolve customer issues quickly. Ensure any escalations are handled effectively and in accordance with Complaints Handling guidelines;
- Deliver weekly status update (weekly report) on team accomplishments, challenges and next steps;
- Analyze department’s performance on a monthly basis and lead initiatives for continuous improvement;
- Deliver monthly Quality Deck, analyze trends and take actions to improve and maintain high quality of service;
- Lead, coach and motivate the team of Supervisors to ensure they are aware of and capable of delivering their objectives;
- Ensure consistent approach to Talent Management, ensure every team member has their own development plan agreed and executed accordingly;
- Engage team into non-BAU activities by leading by example;
- Constantly deliver improvements.
- Minimum 2 year experience in people management;
- Tracked process improvement implemented or delivery on assigned complex project;
- Positive ‘can do’ attitude towards new tasks and challenges;
- Readiness to work in dynamic environment easily adapting to change;
- Excellent customer focus attitude;
- Good working knowledge of MS Office (especially excel and power point);
- Excellent communication skills, ability to resolve queries swiftly over the phone;
- Strong analytical skills;
- Self-organized and can work independently;
- Willingness to take new challenges.
