Head of Customer Service & Risk Management (100%)

About the job

With the online casino 7Melons.ch, Grand Casino Bern is one of the established providers in the Swiss online casino market. To further develop our online business, we are looking for a committed individual to join our online team by agreement.



 



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
  

• 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, team spirit 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)
  

• Varied activity in an extraordinary 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