Head of Service Planning and Delivery - Barcelona, España - Veriff

Veriff

Empresa verificada

Barcelona, España

hace 2 semanas

Publicado por:

Isabel García

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Descripción

The Verification team is at the core of Veriff's operations. We are the humans behind the scenes safeguarding online identities and stopping fraud. We provide reliable and confidential identity verification services to businesses worldwide. Although spread across multiple locations, our team is unified on a shared purpose.

As the
Head of Service Planning and Delivery, you will have the responsibility for ensuring Service Delivery is clear across all Veriff services and functions.

For Verifications Operations, you will own the responsibility for ensuring the required capacity is optimized and always clear and communicated in time to be effective.

What can we offer you?

An opportunity to work in an awesome (we don't use this word lightly) upandcoming company with many career growth opportunities
A chance to make a real impact it's not often you can be the first person to fulfill a role within a company
An international team and customer base to work with
A friendly and flexible work environment where
you are in charge of balancing freedom and responsibility

You'll help us protect honest people online by:

Directly managing the Verifications scheduling team, whilst also leading the cross-functional group (setting the working routines, governance and ensuring the right level of people and engagement) that will be required to ensure success of key results.
Making sure that all Service Level Agreement (SLA) aspects are identified, i.e., publishing the complete set of information that is required for every participant in the process, rather than everyone having to read/interpret the service agreement separately.
Ensure that all relevant service parameters are documented correctly across our systems, i.e., providing requirements for Revenue Ops (RevOps), Business Intelligence (BI), Solutions, Verification Ops, Customer Success etc., rather than every participant doing their own analysis.

Owning the end-to-end processes and alignment across RevOps, Solutions, Verifications Ops, Customer Success, Engineering and Product for the Service Delivery aspect

Collaborating across all participants, and crossdepartments, to make sure that everyone knows what they have to know, for every customer, in order to deliver our contracted/promised services.

You are the right future Veriffian for the job if you have:

You have excellent verbal and written English skills. Any additional language is a plus.
You have great communication skills and the ability to impact and influence in a matrix organization.
You have at least 5 years of demonstrable experience leading operational development functions, e.g. customer success, continuous improvement, project management office etc.
You are highly skilled and comfortable using large and complex data (from disparate sources) and reporting tools such as Tableau, Grafana etc. You're highly competent at using data to help drive decisions and gather insights, and are capable of using tools such as Excel and Spreadsheets, in addition to standard reports and dashboards.
You have ITIL, Project Management and/or LEAN/Six Sigma accreditation/qualifications.

You'd be an special good match if you have:

SaaS experience (preferably B2B) in KYC/AML regulations & anti-fraud practices, Privacy and Data Protection regulations.
Salesforce/Intercom/Zendesk experience
Agile Software Development & OKR framework
Demand forecasting and workforce planning, including homegrown tools and commercially available solutions.

Why Veriff?
We help companies all over the world connect with honest people.

Our software verifies over 10,000 government-issued documents from more than 190 countries — and this is growing fast That's millions of verified identities a year and countless people working behind the scenes to help make the lives of millions, and eventually billions, of people safer online.

We are a force for good and want to be the standard for trust online.

We're a diverse team of over 40 nationalities coming together to solve one of the world's most pressing problems.

When you join Team Veriff, we offer you the opportunity to have real impact and advance your career, whilst looking after you along the way with a range of benefits designed with you in mind.

Some of our favourites include...

Flexibility to work from home
Stock options that ensure you share in our success
Extensive medical, wellness coverage to ensure you're feeling great physically and mentally
Learning and Development budget that you are free to tailor for your own needs
Six weeks of fully paid sabbatical leave after reaching your 3rd work anniversary

With backing from investors such as Accel, IVP, Tiger, Taavet Hinrikus, Ashton Kutcher, and Paul Buchheit, and having received unicorn status, we're well positioned to achieve our mission.

However we need people like you to ensure it happens. Be a force for good and join Veriff