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 a few 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 all over Europe. We employ more than 850 employees across 5 countries.
Nickel is looking for a Head of Merchant & Customer Operations (m/f/d) based in Berlin, Germany to provide the best experience for Nickel customers by ensuring the operational and cost-efficiency of our Nickel-shops and customers.
You will be directly reporting to the CEO of Nickel Germany.
Your main missions will be:
- Lead and develop the German Operations team (2 Team Leads, each managing a team of 4-5 individual contributors) and Customer Service outsourcing platform while fostering a high-performance and customer- & client centric culture;
- Maximize customer satisfaction and engagement, optimize operational workflows and processes to enhance efficiency, minimize processing times and elevate the client experience;
- Manage regulatory requests (i.e. judicial, audits, declarations, etc.) and ensure full regulatory compliance for all operational activities, including KYC/AML and other mandates;
- Prevent the risks associated with your activities (i.e. Anti Money Laundering risks) while ensuring due diligence and operational integrity;
- Work closely with local and central teams (i.e. Sales, Compliance and Marketing) to ensure seamless coordination and data exchange.
