Company Description

Building the bank of tomorrow takes more than skills. 
It means combining our differences to imagine, discuss, code, develop, test, learn- and celebrate every step together. Share our vibes? Join Swissquote to unleash your potential.

We are the Swiss Leader in Online Banking and we provide trading, investing and banking services to +650-000 clients, through our performant and secured digital platforms.

Our +1200 employees work in a flexible way, without dress code and in multicultural teams. 
By having a huge impact on the industry, they are growing their skills portfolio and boosting their career in a fast-pace environment. Have a look behind the scenes by checking Humans of Swissquote on Instagram.

We are all in at Swissquote. As an equal opportunity employer, we welcome candidates from all backgrounds, experiences and perspectives to join our team and contribute to our shared success.

Are you all in? Don-t be shy, apply!

Job Description

As the Associate Director in the Customer Care department, you will be in charge for one of the inbound teams in Stettbach. Reporting directly to the Vice-Director, you will be responsible for supervising operational activities and people management in accordance with senior management.

Key responsibilities

Team Management:

• Leading and supporting your team:

  • Fostering a positive work atmosphere where employees feel motivated, valued, and connected to the team and the organization.
  • Promoting collaboration, trust, and cohesion among team members.
  • Addressing any potential conflicts among team members to your senior management and/or HR Partner
  • Supporting employee growth through training, mentorship, coaching, and advancement opportunities.

• Hiring:

  • Leading the recruitment process with your Talent Acquisition Partner
  • Ensuring new hires are properly introduced to the team, the organization, its culture, policies, and their specific roles.
• Performance Management: Setting performance expectations, providing feedback, conducting performance reviews, and addressing any performance issues.
• Conducting under performance process with the help of your Senior Management and HR Partner.

Operations Management:

• Controlling daily operations: Overseeing the smooth execution of daily tasks and activities to ensure customer satisfaction and operational efficiency.
• Delegating: Assigning tasks and responsibilities to team members based on their skills and workload.
• Executing non-ordinary operations: Managing and overseeing exceptional or non-routine operations such as complaint resolution, outbound tasks and monitoring client communications.
• Reporting: Implementing and producing periodical statistics and reports to track performance and operational metrics.
• Documentation and Procedures: Properly documenting main procedures to ensure consistency and compliance.
• Collaborating: Working with external and internal stakeholders to improve processes and resolve issues.
• Project Management: Leading and supporting various projects to enhance customer care services.
• Monitoring: Overseeing team-s capacity allocation to ensure optimal resource utilization.

Qualifications

• Minimum of 3 years track record in a customer care or service environment.
• Previous experience in a leadership role is a strong advantage.
• Very good knowledge of our product offering and our banking services.
• Very good understanding of operational workflows and procedures.
• Strong project management and problem-solving skills.
• Ability to prioritize and deliver on multiple tasks in a deadline-driven environment.
• Excellent interpersonal skills, results-oriented, team player.
• Excellent communication and presentation skills.