Directeur Service Client & Risques – Stratégie & Performance

Jobup; Bern; Vor Ort; CHF 140.000 - 190.000; Vollzeit

Benefits dieser Stelle

Market-based pay

Staff restaurant

Flexible hours

Collegial team

Social club

Training opportunities

Zusammenfassung

Jobup in Bern is seeking a senior leader to manage Customer Service, Risk & Fraud, and oversee the full life cycle of player accounts. You will drive strategic and operational performance, ensure compliance, and lead cross-functional teams.

You bring several years of leadership in customer service or risk/compliance, a commercial or related training, and a strong service mindset with German and English skills.

Qualifikationen

• Several years of leadership experience in customer service or risk/compliance.
• Commercial or comparable training; further business admin training is an advantage.
• Strong entrepreneurial thinking and service orientation.
• Excellent German; good English; additional languages a plus.

Aufgaben

• Strategic and operational management of Customer Service, Risk & Fraud.
• Overall responsibility for player account management across the customer life cycle.
• Drive development and optimization of customer service, verification, risk and fraud processes.
• Ensure compliance and player protection in coordination with Compliance.
• Lead and develop the team, including recruitment and staffing planning.
• Performance management using KPIs and SLAs.
• Collaborate with internal and external partners across departments.
• Handle complaint and escalation management and complex cases.
• Develop the customer journey via data analysis, reporting and automation.

Kenntnisse

Leadership

Customer service

Compliance

Risk management

Team development

Analytics

Communication

Cross-dept collaboration

German proficiency

English proficiency

Ausbildung

Commercial training

Jobbeschreibung

Jobup in Bern is seeking a senior leader to manage Customer Service, Risk & Fraud, and oversee the full life cycle of player accounts. You will drive strategic and operational performance, ensure compliance, and lead cross-functional teams.

You bring several years of leadership in customer service or risk/compliance, a commercial or related training, and a strong service mindset with German and English skills.