Responsable du Service Client & Gestion des Risques (100%)

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

Your area of responsibility

• Strategic and operational management of the Customer Service as well as Risk & Fraud departments
• Overall responsibility for player account management throughout the entire Customer Life Cycle
• Further development and optimisation of customer service, verification, risk and fraud processes
• Ensuring compliance, player protection and fraud prevention in close cooperation with Compliance
• Management of customer service channels and systems as well as ensuring professional and efficient customer support
• Performance and quality management based on KPIs, SLAs and defined quality standards
• Leadership and development of the team including recruitment, deployment planning and staff development
• Responsibility for complaint and escalation management as well as handling complex customer cases
• Further development of the customer journey through data analysis, reporting, automation and market observation
• Close cooperation with internal and external partners, especially Compliance, Operations, Marketing, Finance and Technology
• Responsibility for qualitative and quantitative departmental goals as well as a performance-oriented leadership culture

What you bring

• Completed commercial or comparable basic training; further training in business administration, customer service, compliance, risk management or leadership is an advantage
• Several years of professional and leadership experience in customer service, risk & fraud or compliance
• Strong entrepreneurial thinking as well as a high service and solution orientation
• Experience in leading and developing employees as well as an appreciative and motivating leadership personality
• Analytical, structured and independent working style combined with organisational skills and assertiveness
• High resilience, flexibility, reliability as well as a strong sense of responsibility and quality awareness
• Strong communication skills, teamwork and enjoyment of cross-departmental collaboration
• Very good German and good English skills; additional languages are an advantage
• Impeccable reputation (criminal and debt register extracts will be requested before contract conclusion)

What we offer

• Varied activity in an unusual environment
• Future-oriented corporate culture and modern infrastructure
• Market-based remuneration, staff restaurant and other fringe benefits
• Flexible working hours
• Collegial and multicultural team
• Employee social club with regular events
• Participation in health-promoting activities and other recognitions
• Job-specific training opportunities