Head of Merchant & Customer Operations (m/f/d)

Nickel is one of Europe’s great success stories in the Fintech industry and has become a well recognized actor for financial inclusion. Thanks to a unique distribution model, everyone can open a current account in only a few minutes in a local store around the corner.

What drives us at Nickel?

Offering a simple and useful payment alternative to pay and get paid.

Launched in 2014, Nickel has already opened more than 4 million accounts and has more than 11,000 participating stores, transformed into small agents all over Europe. We employ more than 850 employees across 5 countries.

Tasks

Nickel is looking for a Head of Merchant & Customer Operations (m/f/d) based in Berlin, Germany to provide the best experience for Nickel customers by ensuring the operational and cost-efficiency of our Nickel-shops and customers.

You will be directly reporting to the CEO of Nickel Germany.

Your main missions will be:

• Lead and develop the German Operations team (2 Team Leads, each managing a team of 4-5 individual contributors) and Customer Service outsourcing platform while fostering a high-performance and customer- & client centric culture
• Maximize customer satisfaction and engagement, optimize operational workflows and processes to enhance efficiency, minimize processing times and elevate the client experience
• Manage regulatory requests (i.e. judicial, audits, declarations, etc.) and ensure full regulatory compliance for all operational activities, including KYC/AML and other mandates
• Prevent the risks associated with your activities (i.e. Anti Money Laundering risks) while ensuring due diligence and operational integrity
• Work closely with local and central teams (i.e. Sales, Compliance and Marketing) to ensure seamless coordination and data exchange

Requirements

The ideal candidate should have the following profile:

• Proven leadership experience in operations management within a fast-paced environment, ideally within FinTech, Banking or a related industry and the ability to build and motivate high-performing teams
• Deep understanding of both, point-of-sale, merchant and customer service, needs and strong workflow optimization skills are crucial
• Ability to manage daily operations hands-on while maintaining strategic perspective, balancing short- and long-term objectives
• Strong analytical and problem-solving abilities, with a focus on data-driven decision-making
• Excellent interpersonal and communication skills in German and English, any other language is a plus

Benefits

Why you should join Nickel:

• The opportunity to join an inclusive and diverse company in the Fintech sector
• To be part of a dynamic, enthusiastic and motivated team in a varied and international working environment
• An attractive remuneration package with additional benefits (Meal allowance, Company pension plan, 40€ vermögenswirksame Leistungen, Insurances, eGym-Wellpass sports App, Corporate Benefits discounts, etc)
• An attractive office location in the heart of Berlin
• Permanent employment contract
• 30 days of vacation
• Hybrid work model (up to 12 days of home office per month)
• Development and learning opportunities

You want to join a European Fintech and a dynamic team, apply online!

Nickel is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Nickel does not make hiring or employment decisions on the basis of race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. Nickel also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

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