Head of Customer

4 months ago

Melbourne, Australia Zai Full time

Zai is a prominent Australian FinTech payment service provider with over a decade of experience in servicing B2B merchants and is backed by Standard Chartered Venture arm SC Ventures. We at Zai specialise in providing connectivity to multiple Australian payment rails and account-to-account real-time payments, including PayID and PayTo. We aim to empower businesses to simplify their intricate workflows by facilitating seamless automation and reconciliation through robust payment APIs.

**RESPONSIBILITIES**

The Head of Customer Data Operations is responsible for overseeing and optimising all aspects of the customer operations lifecycle, including Customer Experience, Fraud Disputes, Transaction Monitoring, Customer Support, Customer Integrations, and Customer Data Reconciliation. This leadership role demands a strategic thinker with a deep understanding of the payments industry and a proven ability to drive performance improvement across diverse functions.

**Key Responsibilities**
- Lead and manage:_
- The Ops team, including Customer Experience, Fraud Disputes, and Transaction Monitoring functions, ensuring the highest standards of performance and customer satisfaction.
- Customer Support function to provide seamless, responsive, and efficient service to all customers.
- Customer Integrations function, ensuring successful integration of new customer’s systems into Zai products and services.
- Customer Data Reconciliation function, ensuring data accuracy, timely reconciliation, and compliance with relevant regulations.
- Develop and implement strategies to optimise the efficiency and effectiveness of operations processes across all customer-facing functions.
- Continuously monitor and report on the performance of all operational areas, using data-driven insights to drive ongoing improvements.
- Collaborate with cross-functional teams, including Sales, Product, Technology, Risk Compliance and Finance to align operations with business objectives and customer needs.
- Establish robust mechanisms for gathering, analysing, and presenting customer feedback to inform service improvements.
- Identify opportunities for process improvements and implement initiatives to enhance customer satisfaction, reduce operational costs, and increase overall efficiency.
- Working with the Risk Compliance team, ensure compliance with industry regulations and internal policies across all operational functions.
- Lead efforts to standardise operational processes across the organisation and with partners or external providers.
- Manage relationships with BPO service providers, ensuring they meet our standards for quality, performance, and compliance.
- Working with the COO, evaluate and select BPO partners, as needed, to support the company’s growth and operational needs.

**Competencies**
- Responsibility - Demonstrates commitment, reliability, and accountability for owning task
- Commercial Awareness - Able to illustrate intelligence, professionalism, and commitment
- Technical Skills - Demonstrable experience in technical aptitude, qualifications, experience
- Problem solving - Solves problems while ensuring rules and directives are followed
- Analytical - Applies logic to solve problems and get the job done
- Financial Acumen - Uses formulas and financial tools to evaluate and improve performance
- People management - Able to empower, be flexible, resolve conflicts, manage
- performance, motivate, inspire, develop, listen to, and engage with people
- Risk management - Evaluates and minimizes risks to the company
- Influencer - Enlists the support and cooperation of others to achieve positive outcomes

**Skills and experience**
- Experience in the payments industry, with an understanding of its operational complexities.
- Experience working with BPO service providers.
- Strong leadership experience, with a track record of managing and developing both local based and geographically dispersed teams in a customer-centric environment.
- Excellent analytical and problem-solving skills, with the ability to make data-driven decisions.
- Strategic thinking with the ability to translate high-level business goals into actionable operational plans.
- Should have practical approach and be a true team player.
- Capable of maintaining a strategic, big-picture focus while also diving into the details to ensure precision and excellence.
- Possess strong communication skills, with the ability to translate between business and technical spheres to streamline communication and ensure projects stay on the right track.

**Zai benefits**:

- Competitive salary packages and benefits
- A hybrid working environment (min 2 days. dependent on business needs)
- Easy to access location: Centrally located Melbourne CBD office (opposite Southern Cross)
- 5 Weeks of Annual leave as standard
- Once off working from home allowance
- 12 Weeks of paid parental leave
- Free Beer and Cider are available after 2 pm every day
- A company culture with an innovative,

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