Head of Customer Service & Risk Management

Head of Customer Service \& Risk Management (100%) With its online casino, Grand Casino Bern is one of the established providers on the online casino market. To further develop our online business, we are looking for a committed personality for our online team by agreement. Your area of responsibility Strategic and operational leadership of the Customer Service as well as Risk \& Fraud areas Overall responsibility for player account management throughout the entire Customer Life Cycle Further development and optimization of customer service, verification, risk, and fraud processes Ensuring compliance, player protection, and fraud prevention in close cooperation with Compliance Steering the customer service channels and systems as well as ensuring professional and efficient customer care Performance and quality management based on KPIs, SLAs, and defined quality standards Leadership and development of the team, including recruitment, deployment planning, and employee development Responsibility for complaint and escalation management as well as the processing of 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 the qualitative and quantitative departmental goals as well as a performance-oriented leadership culture What you bring 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 the areas of Customer Service, Risk \& Fraud, or Compliance Pronounced 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 way of working combined with organizational skills and assertiveness High resilience, flexibility, reliability, as well as a pronounced sense of responsibility and quality Strong communication skills, teamwork, and enjoyment of cross-departmental cooperation Very good German and good English skills; further languages are an advantage Impeccable reputation (criminal and debt enforcement register extracts will be requested before contract conclusion) What we offer Varied activity in an unusual 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 further training opportunities jpid90ac28fjm jit0834jm jiy26jm