At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One.
As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.
Job Description
The Head of Europe Front Office will lead and manage the MPS Europe Front Office teams. This includes customer service over phone, web, chat, emails, customer technical help desk and external partners operational support.
The Head of Europe Front Office is responsible the delivery of key initiatives across European Operations and in particular customer facing channels. These initiatives will range from large strategic programs of work to local initiatives to drive better results.
Responsibilities:
The successful candidate will ensure quality service, adherence to SLAs and effective operations support for internal and external customers. Identify and deliver service enhancements to improve customer service and experience.
The role holder will accomplish results through the effective leadership and management of staff. Develop high performing teams with strong psychological safety who deliver results for customers and the wider community in which we operate.
The role holder will participate in the review and recommendation of operational systems and procedures affecting the front office functions, coordinating system conversions from an operations perspective, administer corporate policies and procedures and ensure compliance with applicable laws and regulations.
In addition to leading the front office this role will also deliver significant strategic projects for COO including but not limited to:
- Customer full lifecycle support enabling customers to be boarded, serviced and retained electronically or though low cost channels reducing cost to serve and increasing revenue
- CommsHub implementation and operating model providing effective customer communications, reducing postage costs and complaints
- AWS migration to move all telephony in Europe onto AWS due to Genesys obsolesence.
The successful candidate will empower the front office teams to be innovative, championing our customers voice to drive seamless, secure and digital experiences which empower businesses to grow
Ensures quality service and effective operations support across operations for all internal and external customers through providing leadership and managing improvement and change initiatives. Accomplishes results through the effective management of staff.
Supports the COO with employee engagement activities. Oversees staff and other significant resources for the firm and exercises strategic budget and administrative control.
Required Skills/Experience:
- Highly visible change influencer and facilitator across the business
- Advanced knowledge of operation functions, systems, policies and procedures for the assigned area
- Strong analytical, decision-making, and problem-solving skills
- Well-developed leadership abilities and strategic management skills
- Excellent interpersonal, verbal and written communication skills
- Thorough knowledge of banking operations and human resources
- Coaching, developing, and mentoring of staff
- Effective development and implementation of risk management and mitigation
- Leads on strategic business planning, policy-development and problem solving
Competencies Required:
- Drive for Results - Pursues goals with energy and perseverance; rarely gives up before succeeding; works to overcome barriers and challenges in order to produce desired results; can be counted on to achieve or surpass goals; consistently a top performer among peer group.
- Collaboration - Develops good working relationships with others; recognizes and values differences; encourages an inclusive collaborative environment and open dialogue; puts team’s goals ahead of personal agendas; shares information openly and transparently; openly supports team members and their efforts.
- Agility & Innovation - Demonstrate flexibility in dealing with fast-changing priorities, and different or challenging situations. Help others to continuously improve and achieve results. Explore multiple solutions to overcome obstacles. Anticipate future needs that may affect the team or organization
- Talent Development & Engagement - Demonstrate flexibility in dealing with fast-changing priorities, and different or challenging situations. Help others to continuously improve and achieve results. Explore multiple solutions to overcome obstacles. Anticipate future needs that may affect the team or organization
- Risk Management - Appropriately identify and manage risks, in compliance with applicable laws, rules and regulations, and with Company Policy.
- Ethics & Trust - Maintain high ethical standards; gain the confidence and trust of others through honesty, integrity and authenticity. Conducts him or herself honestly and ethically; adheres to a core set of values and standards appropriate to the situation and acts; accordingly, is consistent in own words and actions; inspires trust and respect by dealing openly with people; keeps confidences and admits mistakes
Qualifications Required:
- 10+ years’ experience in payments industry
- Experience of FS regulations and regulatory expectation
- Experience of a multi-national company preferred
- Well-developed leadership abilities and strategic management skills.
- Well-developed written and verbal communication skills
- Analytical, decision-making and problem solving
- Considerable tact, diplomacy and people skills
If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.
Benefits:
We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security; and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine.
