An investment company BCS Mir Investitsiy is looking for a Head of the Banking Products Delivery Center.
BCS Mir Investitsiy is a leader in the investment industry. Since 1995, they have been creating innovative products, developing strong expertise, and building an entrepreneurial culture. The company has over 6,000 employees nationwide. Over 1 million clients trust the company, which helps them manage their capital, achieve their goals, and stay one step ahead.
Responsibilities:
- Manage the full cycle of banking card delivery (from application to activation), control SLAs, reduce rejections and repeat visits
- Lead the Telesales department: calling, clarifying details for debit and credit cards, transferring applications for delivery
- Lead the Middle Office: verifying data and documents, activating cards, minimizing operational errors
- Interact with delivery contractors: SLA control, incident resolution, participation in contracting and tariffs
- Analyze operational metrics (speed, delivery success rate, errors), identify bottlenecks, implement improvements
- Manage the team: workload, KPIs, recruitment, training, discipline
- Plan the budget, control delivery and outsourcing costs, optimize expenses
- Optimize and automate processes
Candidate Requirements:
Mandatory Requirements:
- Experience working in a bank, fintech, or large operational company
- Experience managing an operational unit, service center, back-office, middle-office, contact center, telesales, or delivery department
- Experience managing a team of 10 or more people
- Understanding of banking products, preferably debit and credit cards
- Experience managing processes related to customer applications, data verification, document flow, and customer service
- Experience interacting with external contractors / outsourcing companies
- Skills in controlling SLAs, KPIs, service quality, and operational efficiency
- Experience in building regular reporting and analyzing operational metrics
- Ability to resolve incidents, find root causes of errors, and implement corrective actions
- Experience in describing, regulating, and optimizing business processes
- Proficient in Excel for data analysis and management reporting
- Higher education
Desirable Requirements:
- Experience in a bank's card business
- Experience in remote processing of banking products
- Experience implementing process improvements, reducing rejections, repeat visits, and operational errors
- Understanding of compliance, information security, and personal data protection requirements
- Experience participating in tenders, selecting contractors, agreeing on contracts and SLAs
Management Competencies:
- Systemic approach and results orientation
- Strong organizational skills
- Ability to manage teams and contractors
- Ability to quickly resolve problematic situations and make decisions
- Analytical thinking
- Customer focus
- Ability to build processes and control their execution
- Responsibility for deadlines, quality, and financial results
- Negotiation and business communication skills
Company Offers:
- Competitive compensation
- Work in a company that is a leader in the investment market
- Development in the field of artificial intelligence
- Opportunities for career growth (promotion sessions for high-performing employees)
- Comfortable office in the center of Moscow (Prospect Mira metro station)
- Working hours from 9:30 to 18:00
- Voluntary Medical Insurance (VMI) - an extended program from the first week of employment (dentistry, life insurance, travel insurance, psychologist, legal assistance, telemedicine, option to add relatives to the VMI program at corporate rates, etc.)
- Discounts on fitness clubs (WorldClass, X-Fit, etc.), sports clubs (running, football, volleyball, hockey, basketball). We also have a large board game club!
- Training, the "BCS Sreda" program - a series of events with external and internal speakers on key topics in economics, business, finance, technology, and art
- Rich offline corporate life: New Year's Eve, company anniversary, team building events, joint excursions based on interests
- Events for employees' children (New Year's parties, Children's Day, gifts for September 1st and New Year)
- Corporate mobile communication, preferential banking service terms, corporate discounts through the BestBenefits program (for travel agency services, education, food products, in restaurants and bars, in shops and beauty salons, etc.)
