Operations Director (fmd) Customer Service & Lifecycle Management

Ford Bank Germany is specializing in innovative and flexible car financing and leasing solutions. We partner with dealerships to make vehicle ownership and usage accessible and convenient. Our commitment lies in delivering exceptional customer experiences throughout the entire customer lifecycle from initial inquiry to contract completion and beyond.

We are seeking a highly experienced and visionary Operations Director to lead our end-to-end (E2E) customer service and operational this critical leadership role you will be accountable for overseeing all customer-facing operations across the entire customer lifecycle encompassing both our in-house teams and our outsourced service provider. You are a strategic thinker with a proven track record in optimizing financial services operations enhancing customer satisfaction and driving efficiency in a fast-paced regulated environment. Play a pivotal role in shaping our customer journey and ensure seamless high-quality service delivery for our car financing and leasing clients.

• Strategic Leadership & Vision:Develop and execute the operational strategy for E2E customer service aligning it with the banks overall business objectives and growth ambitions in car financing and leasing.
• End-to-End Customer Service & Experience (CLM):Oversee and optimize all stages of the customer lifecycle from onboarding and account management to collections and offboarding. Ensure a consistent high-quality and seamless customer experience across all touchpoints and channels.
• Operational Efficiency & Process Optimization:Analyze current operational processes and performance identifying opportunities for improvement automation and cost reduction. Implement best practices and innovative solutions to enhance productivity accuracy and scalability of operations.
• Team Leadership & Development:Lead mentor and develop a high-performing team of operations managers and specialists fostering a culture of excellence continuous improvement and customer-centricity. This includes direct oversight of in-house teams and strategic guidance for outsourced partners.
• Vendor & Partner Management:Manage relationships with outsourced operations providers ensuring service level agreements (SLAs) are met performance targets are achieved and quality standards are consistently maintained. Negotiate contracts and identify new partnership opportunities to enhance operational capabilities.
• Risk Management & Compliance:Ensure all operational activities adhere to internal policies industry regulations and German banking laws (e.g. AML/KYC requirements for financial services). Implement robust controls to mitigate operational risks and ensure data security and privacy.
• Data Analysis & Performance Management:Define monitor and report on key performance indicators (KPIs) for all operational processes and customer service metrics. Utilize data-driven insights to inform decision-making identify trends and drive continuous improvement initiatives.
• Innovation & Digitalization:Champion the adoption of new technologies and digital solutions to enhance operational efficiency improve the customer journey and support the banks digital transformation goals.

Education:

Bachelors degree in Business Administration Finance Operations Management or a related field.A Masters degree or equivalent is highly desirable.

Experience:

• Minimum of 10-15 years of progressive experience in operations leadership roles within the financial services sector with a strong preference for experience in banking particularly car financing or leasing.
• Extensive experience in managing E2E customer service operations.
• Proven track record of successfully managing both in-house and outsourced operational teams and vendor relationships.
• Demonstrated ability to drive process improvements implement new systems and lead organizational change.
• Experience operating within the German regulatory landscape is a must.

Skills:

• Exceptional leadership communication and interpersonal skills with the ability to influence and engage stakeholders at all levels.
• Strong analytical and problem-solving abilities with a data-driven approach to decision-making.
• Proficiency in project management methodologies and operational management software (e.g. CRM ERP systems).
• Fluent in German and English both written and spoken.
• Deep understanding of customer lifecycle management (CLM) principles and best practices in banking.

What We Offer:

• A challenging and rewarding leadership position within a growing and dynamic bank in the German market.
• The opportunity to significantly impact our customer experience and operational efficiency.
• A collaborative work environment with a focus on innovation and professional development.
• Competitive compensation package and comprehensive benefits.

Additional Information:

The Company is committed to diversity and equality of opportunity for all and is opposed to any form of less favourable treatment or harassment on the grounds of race religion or belief sex marriage and civil partnership pregnancy and maternity age sexual orientation gender reassignment or disability.

This position is based in Cologne and it is expected the successful candidate will be able to attend the Cologne office for typically 4 days a week and remain flexible on the days they are required to attend the office according to business requirements.

#LI-Onsite

#LI-NG3

#FordCredit