Customer Experience

**About us**A financial technology company dedicated to supporting the small and medium-sized companies in Mexico, developing and offering solutions to solve their main problems, and seeking to be the best ally of entrepreneurs with dreams and ambitions to create value, consolidate their well-being and contribute to the community, the country and the planet.**About the role.**The main aim of this role is to build a high performing team and best-in-class operational framework which should serve Konfío to evolve and grow the business through delighting all Customers, Partners and Alliances by building and delivering an extraordinary experience across all of our products while interacting with multiple operational, business and functional areas within the company and beyond. The VP will lead a group of professionals across six critical areas:**Engagement** - Critical value added area which Activates, Onboards, Engages and Retains Customers in different stages of the life cycle of our Customers across all products.**Workforce Management (WFM) / Capacity Planning** - Forecasts and triggers the necessary capacity planning, analytics and project execution across all our Operations functions to deliver our value proposition.**Learning and Development** - Training content design and training delivery across all Operations including servicing, collections and back office agents/specialists.**Quality and Compliance Monitoring** - Audits and provides valuable insights for performance, process, product improvements through monitoring quality and compliance across all operational functions.**CX Support & Engagement Design**:- Designs scripts, saved replies, chatbot content and other communications for the operations support, back office and collections teams with a consistent tone of voice aligned with the company’s strategy.The VP must ensure bringing together principles, strategy, talent, culture, technology, data and an interdisciplinary network across Konfío in order to set the foundations and long-term execution to deliver optimal results as the company grows and evolves. To bring Konfío’s strategic approach alive, it is key to partner with all relevant stakeholders across the company - Tech (Product and Engineering), Data, Finance, Sales/Commercial, Business, People, AI, Risk/Fraud, Operations -all other Ops areas- and other Functional teams.**What will this role do day-to-day?**- Build a strategic framework for all front-end and back-end support and collections teams to plan and execute, optimizing the operation to deliver high quality, efficiency and world-class experiences for our customers across all businesses (merchants, partners, alliances, card holders).- Set high standards to deliver best-in-class results measured through OKR’s and KPI’s. Lead the assessment of existing metrics and reporting to ensure adequate visibility and transparency.- Monitor and execute progress and performance versus plan and develop necessary actions to drive the operation considering efficiency, sustainable quality, cost and excellence in service delivery.- Work closely with business partners (GMs, Commercial, IT, Product, Finance, Data, etc) as well as with other Operations functions on the development of our business to plan capacity accordingly.- Improve quality and efficiency through technology (automation, tooling, platform/systems integration) and data (prioritize and decision making) reducing manual processes and repetitive tasks. Data & Reporting - Collects and communicates both qualitative and quantitative data from within and outside the Ops team. This can include data from experiments, product usage, customer feedback, feature requests, and support tickets as well as data from sales, marketing, and finance-.- Secure compliance across all processes according to existing regulations, proactive readiness of our company for future requirements and complying with Konfío’s policies and procedures.- Partner at all times with various functions and senior management, securing visibility and healthy ways or working.- Participate in deep dives on key themes and trends to bring topics to governance as needed.- Develop and build a strong network of internal stakeholder relationships.- Continuous review and development of governance processes to provide opportunities and insights for improvements in efficiency, effectiveness and quality across the company.- Attract, retain, develop and engage the best talent for each role.- Secure BCP for all operational capabilities and train/develop a bench for each role.- Share and implement best-practices across all Operations areas. Develop and own ongoing refinements to playbooks, knowledge base and operational documentation and mapping for Payments and Back Office, as well as processes that interact with them (Customer Service, Engagement, Product, etc).- Oversee a team of Squads and SMEs across front-end, back-end and enablement teams.**Skil