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Job summary
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• Salary range : 2000 – 3000 USD gross (depend on candidate level)
• Report to : Operation Director (Czech boss)
• Prefer Male or Female : Female preferable (but not strict)
• New position or replacement : Replacement
• Subordinates :
Direct report : CS-Cashier Supervisor / Call- Center Supervisor / Contract Processing Supervisor
Indirect Report : about 55 – 70 staff
Job Description
This Position will take care of Call-Center team, Cashier team and Contract processing team.
• Oversees and manages daily activities within Back Office task area in Firms’ H.Q. (Client Services including call center, Contract processing, Cashier & CS team)
• Liaisons with branch directors to monitor performance of branch B/O staff and actively co-ordinates workflows between B/O in H.Q. and in branches (matrix management system)
• Co-operates daily with firms’ top and mid level managers to solve operational issues
• Delivers regular and one-time reports on B/O performance
• Participates in management meetings
• Evaluates subordinates and participates in evaluation of another B/O staff
• Plans development of B/O capacities and capabilities according to the business and finance plan (including but not limited to headcount, technologies, B/O operational costs)
• Takes responsibility for process development in B/O area (particular department managers are owners of the processes)
• Manages B/O part of implementations (products, technologies, processes, functionalities, etc.)
• Understands and applies Firm and Group policies for B/O
• Objectives :
ü Have overall responsibility for management in Back Office area
ü Support to implement group’s operational strategies and policies;
ü Monitor and improve operational performance;
ü Describes the system requirements, communicate with process team
• Need-to-have areas:
ü 5-year experience from financial services or another services company (Banking or Finance is preferable)
ü Managed at least 15 people for minimum 1 year in B/O recently
ü Experience form multinational firm or top local firm required
ü Good understanding of B/O processes, data flows, IT technologies
ü University degree
ü User level of PC skills (MS Windows, MS Office);
ü Strong English skills (oral and written)
ü Strong Leadership & management
ü Build-up spirit and motivation
ü Good planning and dept structure control
• Some notes for job management :
ü Call –center : Inbound call, Outbound call, Telesales, Customer verification
ü CS/Cashier : Pay out, Pay in with customers/ Collectors
ü Contract Processing : Filing documents ( Contract, Invoice, Receipt, Personal documents…)
These teams will give full service 7 days/week to the customer (for staff level only – shift working)
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