Head of Operations
vor 1 Woche
**About Nickel**
NiCKEL is one of Europe’s great success stories in the Fintech industry and has become a well recognized actor for financial inclusion. Thanks to a unique distribution model, everyone can open a current account in only 5 minutes in a local store around the corner.
What drives us at NiCKEL ?
Offering a simple and useful payment alternative to pay and get paid.
Launched in 2014, NiCKEL has already opened more than 4 million accounts and has more than 11.000 participating stores, transformed into small agents in Europe. We employ more than 830 employees across 5 countries.
**About the Position**
Nickel is looking for an Head of Operations & Customer Service to provide the best experience for Nickel customers by ensuring the relational, operational and financial efficiency of our customer and store partner service.
You will be directly reporting to the Deputy CEO of Nickel Germany and working closely with the operations teams of Nickel in France.
T he position is based in Berlin.
Your main missions will be:
- **Process Optimization**: Design, implement, and enhance workflows to improve efficiency, reduce processing time, and enhance the client experience;
- **Regulatory Compliance**: Ensure all operations activities adhere to relevant regulatory requirements, including KYC, AML, and other compliance mandates. Processing of regulatory requests ( judicial requests, regulatory declarations, audits, etc.);
- **Stakeholder Collaboration**:Work closely with local and central Sales, Compliance, Operations, and Marketing teams to ensure a smooth transition from prospect to active client;
- **Customer Experience**:Develop strategies to enhance customer satisfaction and engagement;
- **Logistics Implementation**:Manage hardware and marketing materials logistics distribution processes in close collaboration with sales, marketing and external logistics agencies;
- **Performance Monitoring**:Track key performance indicators (KPIs) to measure success and identify areas for improvement;
- **Technology & Innovation**:Identify opportunities to leverage technology and automation to streamline operations processes and improve scalability;
- **Risk Management**: Ensure due diligence and operational integrity.Preventing the risks associated with your activities, and more particularly, Anti Money Laundering risks.
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