Client Engagement Verification Supervisor – APAC

Kraken | Take your crypto to the next level with Kraken

About

As one of the largest and oldest Bitcoin exchanges in the world, Kraken is consistently named one of the best places to buy and sell crypto online, thanks to our excellent service, low fees, versatile funding options and rigorous security standards -- but this is only part of the story. We’ve been on the forefront of the blockchain revolution since 2011.

Overview

San Francisco, CA, USA

krakenfx

Job Description

About Kraken
As one of the largest and most trusted digital asset platforms globally, we are empowering people to experience the life-changing potential of crypto. Trusted by over 8 million consumer and pro traders, institutions, and authorities worldwide – our unique combination of products, services, and global expertise is helping tip the scales towards mass crypto adoption. But we’re only just getting started. We want to be pioneers in crypto and add value to the everyday lives of billions. Now is not the time to sit on the sidelines. Join us to bring crypto to the world.
Role Purpose: 
The purpose of this role is to ensure that CE Specialists provide world class service and 6-star experience within the client’s early life with Kraken.  The role will be part of a high-performance group supporting our clients round the clock, and with the best reputation for security in the industry.
The role is integral in connecting with clients, to ensure that barriers to clients’ success are removed.

Outcome Accountabilities:

    • Team Performance and achievement of targets on balanced scorecards
    • Overall Customer Experience provided by his/her assigned team
    • Team Operational efficiency and productivity
    • Team Quality and Risk Compliance scores
    • Team’s compliance to Turn Around Times
    • Team’s overall Customer Satisfaction (CSAT) Score
    • Achievement of SLAs
    • Achievement of Client Issue Resolution

Job Description:

    • Understand the business’ Verification Objective Key Performance for the year and lead his/her team towards the objectives
    • Learn and understand and know the Verifications end-to-end workflow processes and lead the team towards process compliance
    • Identify Areas for Improvement for individual team members and perform RCAs for each AFI
    • Formulate SMART action plans to address agent and team AFIs, create glide path for individual performance
    • Be able to get Specialist’s commitment on agreed action plans and monitor progress
    • Coach individual specialists using proper coaching methods and techniques and help agents achieve individual performance targets
    • Manage overall team performance to goal and ensure that the team achieves business targets and balanced scorecards
    • Identify bottom performers and follow the existing Performance Improvement Plan (PIP) process
    • Have a deep understanding of Quality Processes and Procedures and lead the team towards achieving Quality targets
    • Manage individual and team schedule adherence, attendance and shrinkage
    • Be an escalation point for the agents for any resolution issues both internal and external
    • Manage identified behaviour issues and attrition risks
    • Have a deep understanding of Kraken’s risk and incident management process, escalate identified risks, and ensure compliance
    • Be able to do career pathing and succession planning for his/her team; develop agents towards their personal career goals and aspirations
    • Coordinate with the support departments for any process guidelines, change management, and people concerns
    • Have a regular connection sessions with individual team members
    • Attend triad coaching sessions with his/her CE Manager
    • Manage Employee Satisfaction and Team’s Net Promoter Score
    • Facilitate team member’s individual development and/or training when necessary
    • Attend process update calls, performance discussions, quality calibration sessions and other important meetings related to Verification Processes and keep himself/herself updated with company announcements and guidelines
    • Perform monthly, mid-annual and annual performance appraisals for individual team members
    • Have a thorough understanding of Customer Satisfaction principles and drive team to meet prescribed Net Promoter Score requirements, according to Kraken’s 6 star customer experience

Relationship and People Experience:

      • Demonstrable expertise in building and maintaining strong relationships with internal stakeholders and business partners
      • Strong understanding of Customer Satisfaction and NPS processes
      • People Management experience
      • Strong Performance Management experience
      • Relevant experience in participating in regular business reviews
      • Skilled in creating presentations; strongly articulate and document Action Plans, Performance Insights and Proposed Projects related to team and LOB performance
      • Conflict Management Skills
      • Global Shared Services experience in a leadership role (back-office processes or customer facing line-of-business)

Business Acumen

    • Demonstrate strong coaching skills using proven coaching methods; execute Root Cause Analysis (RCA) of identified process and performance issues, and create sound action plans to address issues
    • Be able to use appropriate coaching tools and techniques relevant to the identified root cause of an AFI
    • Ability to do a skills transfer and knowledge transfer, as required
    • Intellectually agile; able to grasp new concepts, ideas and changes to processes
    • Ability to read and understand performance data, and deliver insights on root cause, improvement and glide path targets
    • Facilitate process discussions with his/her team, and be able to explain updated workflow processes
    • Implement Change Management, as necessary
    • Ability to manage team staffing and shrinkage requirements
    • Ability to identify fraud, waste, and abuse within processes and deliver meaningful recommendations to resolve process concerns
    • Use leadership thought processes in team management
    • Experience and strong track record of delivering strong performance requirements and achieving of business goals
    • Experience and willingness to manage a 24/7 rotating shift, and be able to work on holidays and weekends, when required
    • No attendance issues
    • Interest in cryptocurrency strongly preferred

Qualifications:

    • Bachelor’s Degree in any field or equivalent experience
    • Minimum of 2 years experience in a leadership role in customer service or business support role in a global or shared services setting
    • Experience working in a financial account or any organization with high attention to risk compliance is desired
    • Experience with CRM software such as ZenDesk or SalesForce is strongly desired
Suggested Development Roles / Potential Career Pathway:
There are a number of bands or roles within the Client Engagement group.
A Supervisor could develop towards a CE Manager or other leadership roles in Service Delivery or Operations Support, or develop towards other roles within Kraken.
We’re powered by people from around the world with their own unique and diverse experiences. We value all Krakenites and their talents, contributions, and perspectives, regardless of their background.
As an equal opportunity employer we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.
Apply for job

To apply for this job please visit jobs.lever.co.

×

Add New Company