How exactly you can influence the developmentof the Company:

● developing and implementing a complaints management strategy, with a focus on improving service levels and achieving business targets● initiating and participating in the transformation of processes, tools and approaches to complaints handling, with a focus on scalability, transparency and quality of decision-making● proactive work to prevent complaints and improve service levels: identifying risks, weaknesses in processes and the customer journey, initiating preventive changes aimed at reducing the number and complexity of complaints● use of complaints as a source of insights: systematic analysis of the reasons for complaints and recurring patterns, transformation of the received insights into proposals and initiatives to improve the company's products, services and internal processes● creating unified standards for complaints handling: creating and maintaining unified standards for complaints handling regardless of channel and country, implementing tools for systematic control of quantitative and qualitative indicators, ensuring high quality analysis, argumentation and decision-making in complex and non-standard cases● team leadership and development: building a strong, expert team through mentoring, specialised training, development of analytical thinking and responsibility for decisions● performance management: defining, monitoring and achieving key KPIs, in-depth analysis of deviations, explaining the reasons for the results and developing action plans for the stable achievement of targets● analytics and management reporting: consolidation of the business unit's performance in the form of clear analytical materials and presentations, with a focus on conclusions, risks and action plans● cross-functional interaction: active cooperation with related teams to improve the company’s products and services

Challenges for six months:

● to maintain the team’s eNPS within the target indicators● to improve the level of indicators that were implemented in the first 3 months (fix target goals for initiatives, measure the fact) ● to develop a development strategy for the department

To achieve the results, you will need:

● at least 3 years of experience in a managerial position in back-office processes or related areas● experience in implementing and optimising processes to improve their efficiency● experience in analysing large amounts of data, preparing reports for top management● ability to forecast resources, risks and propose optimisation solutions● ability to work effectively in a dynamic environment● proactivity and result orientation

How do you manage your working hours?

● Flexible schedule based on role responsibilities● Days off with full compensation: 20 for personal needs, 10 for illness, 1 more on a birthday occasion (a gift from the company), up to 8 for blood donation.