Head of Operations

Want to join a progressive organization that cares about empowering individuals, personal development and delegating responsibility to impact the way our 2 million users handle their payments?
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Qliro has a track record of delivering new products and services with great speed. We are active in an exciting intersection of the e-commerce, payment, and financial services markets. We target both leading online merchants and millions of Nordic consumers seeking superior digital payments and consumer finance products.

We are looking for a Head of Operations to lead our Customer experience teams and our journey towards an exceptional digital banking experience for consumers. Do you have the ability to see the big picture and a genuine passion for people and business? Then this might be the right challenge for you – make Qliro known for Experience WOW!

As Qliro´s Head of Operations you will have the overall responsibility for the delivery of our customer operations which today consists of approx. 70 employees serving all Nordic markets in local languages from the same office in Stockholm. In your role you will have leaders reporting to you, whom you will work closely with to ensure a WOW experience for our customers.

As Head of Operations you will work with many parts of our business, always with the focus on creating value and being relevant for our customers.

This is a business-critical role which reports directly to the Chief Business Development Officer and who will be a member of the management team within our Consumer Universe.

What you will do:

  • Own the overall responsibility for the Operations activities including efficient processes and automatization
  • Lead, develop and guide the Operations team to achieve quality and efficiency targets, mentoring and coaching both leaders and agents to perform their best
  • Fostering a learning culture that optimises for speed and agility
  • Oversee the delivery of a WOW customer experience across all customer facing teams, continuously challenge standards and innovate the ways we can better support our customers
  • Ensure compliance in all aspects related to customer service interactions/ Evaluate risk and lead quality assurance efforts
  • Drive transformation towards becoming a more sales driven customer center
  • Represent the voice of the customer and energize our organization to support them, driving awareness of user pain points and partnering cross-functionally to develop solutions
  • Be responsible for driving initiatives and collaborating with cross functional teams to create and execute on strategic business plans and to reach set-out targets

 

We believe you have:

  • Proven leadership acumen, i.e. management responsibility for 5+ years
  • Previous Head of Operations background, or similar experience, i.e. proven competence in running operations, building processes, implementing systems, routines, and structure
  • Experience in a company undertaking activities that are subject to regulation of financial authorities
  • MSc / MBA in business administration or relevant field
  • Excellent interpersonal and communication skills
  • Passionate about coaching people in their professional and personal development
  • Entrepreneurial and commercially focused with a growth mindset, always looking for new ways for how to improve processes and optimize operations
  • Analytical and data driven; we’re passionate about data and see it as a big part of the strategy and for all aspects of our business

To succeed in your role, you are willing to push the customer experience to levels never seen within our industry, are curious to test & learn and have a strong focus on delivery. Your leadership, influencing & relationship building skills are complemented by a hands-on approach.

We proudly announce that we have been nominated for providing the Best Customer Service, within Financial Services. It shows that listening really pays off, we are providing our customers with the best experience and we will continue to search for new ways to WOW our customers. 

Short about Qliro: Qliro is today part of a large Nordic e-commerce group called Qliro Group, with focus on consumer goods and related financial services. The Group has communicated that they have initiated the process of listing Qliro AB on Nasdaq, Stockholm’s main market, which is expected to take place first half of 2020.

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Or, know someone who would be a perfect fit? Let them know!

Qliro

Sveavägen 151
113 46 Stockholm Directions work@qliro.com

Our values

We believe that through collaboration and our everyday curiosity, we feel empowered and can take accountability. Together we work hard to create a workplace that is diverse and inclusive.

 

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