Customer Care Operations Lead

Calamatta Cuschieri Moneybase plc is a privately held Fintech Group that operates in Investment Services, Fund Administration, Online Investing, and Payments. With roots dating back to 1971, the Group today is evolving at a fast pace whilst keeping the same core principles, that of providing clients the best service using the latest technology and the top professionals in their field, whilst ensuring the strong governance and ethics.

We are committed to attracting and selecting the very best people to join our team and to creating a workplace that promotes individual career growth; we value our people and their well-being. The group employs over 210 people from over 27 countries around the world with Assets Under Management and Administration of over 3 billion.

About the role

The Customer Care Operations Lead will support the effective running and continuous improvement of the Contact Centre by overseeing customer resolutions, ticket follow-up, SLA governance, knowledge base maintenance, and service improvement actions.

The role will act as a key link between Customer Care and other internal departments, ensuring that customer complaints, dissatisfaction cases, complex queries, and escalated tickets are handled fairly, consistently, and within agreed service levels.

A key part of the role will also be to ensure that the Customer Care knowledge base remains accurate, clear, up to date, and ready to support agents, internal teams, and future AI-supported service tools.

Key Responsibilities

• Customer Resolutions and Escalations

• Oversee customer complaints, dissatisfaction cases, complex queries, and escalations

• Support agents with sensitive or high-risk customer situations

• Ensure customer issues are handled professionally, fairly, and in line with internal procedures

• Identify recurring complaint themes and customer pain points

• Recommend improvements to reduce repeat issues and avoidable customer effort

Ticket governance and SLA Management

• Monitor open tickets to ensure they progress within agreed SLA timelines

• Follow up with internal departments where tickets are delayed or at risk of breaching SLA

• Ensure clear ownership when tickets move between teams

• Highlight recurring delays, bottlenecks, or process gaps

• Provide regular updates on SLA performance, ageing tickets, and key risks

Knowledge Base Ownership

• Own the ongoing maintenance of the Customer Care knowledge base

• Ensure articles, FAQs, and internal guidance are accurate, clear, and up to date

• Update content when products, processes, fees, policies, or regulatory requirements change

• Work with relevant departments to validate content

• Use customer queries, complaints, tickets, and quality findings to identify knowledge gaps

• Structure content to support agents, internal teams, and future AI tools

Quality, Coaching and Service Improvement

• Support quality control activities across customer interactions and ticket handling

• Coach agents on complaint handling, ownership, tone of voice, and problem solving

• Share practical feedback to improve service consistency

• Support root cause analysis on recurring customer issues

• Recommend process, communication, or system improvements

• Promote a customer centric and improvement focused mindset within the team

Data and Reporting

• Use CRM, omni-channel, ticketing, and reporting tools to monitor service performance

• Analyse trends in complaints, SLA breaches, repeat contacts, and ageing tickets

• Prepare regular reporting on key themes, risks, and improvement actions

• Escalate recurring issues or operational risks in a timely manner

AI Readiness

• Support the preparation of knowledge content required for AI agent deployment

• Ensure AI-facing knowledge is accurate, structured, and regularly reviewed

• Identify recurring queries that could be supported through automation or self-service

• Help ensure AI-supported tools improve customer experience and reduce operational effort

• Strong customer focus and understanding of good customer outcomes

• Leadership and coaching skills

• Confidence working with operational data

• Experience using CRM, omni-channel, and ticketing systems

• Strong written and verbal communication

• Ability to work with different departments and follow up effectively

• Good attention to detail

• Strong problem solving and root cause analysis skills

• Ability to balance customer needs with business and regulatory requirements

• Organised, proactive, and accountable

Experience Required

• Experience in customer care, contact centre, complaints, quality, or operations

• Experience handling complex or escalated customer cases

• Experience working with SLAs, tickets, dashboards, or service performance reports

• Experience using CRM, omni-channel, or ticketing platforms

• Experience coaching or supporting customer-facing teams

• Experience maintaining FAQs, procedures, or knowledge base content would be an asset

• Experience in financial services, fintech, banking, investments, payments, or a regulated environment would be preferred

Nice to Have

• Experience in fintech, banking, investments, payments, financial services, or another regulated environment

• Previous ownership or maintenance of FAQs, procedures, help centre content, or internal knowledge bases

• Experience supporting complaint governance, quality assurance, or service improvement initiatives

• Experience creating or improving dashboards, SLA reports, ticket reports, or complaint trend reports

• Familiarity with root cause analysis methods such as 5 Whys, Pareto, or process mapping

• Experience preparing knowledge content for automation, AI agents, chatbots, or self-service tools

• Experience working with product, compliance, operations, payments, or back-office teams

• Experience supporting change when products, fees, policies, or regulatory requirements change

• Comfortable translating operational insights into practical process or customer communication improvements

• Experience improving service consistency across teams or channels
  

Renumeration

We are committed to attracting and selecting top people to join our team. We are also committed to creating a workplace that encourages individual growth; we value our people and their well-being. 

What we offer: 

• Health Insurance and fitness allowances 

• Study Leave 

• Fully paid sponsorship schemes for further studies 

• Exposure to the very latest technologies 

• Opportunities for career growth 

• Variable bonus linked to KPI 

“The enduring goal of Calamatta Cuschieri Moneybase is that the composition of our workforce should reflect that of the communities in which we work.”

Reference: CCMT01426

By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Calamatta Cuschieri Moneybase Plc. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Calamatta Cuschieri Moneybase Plc may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Calamatta Cuschieri Moneybase Plc's Candidate Privacy Notice