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Head of safety customer support

Hybrid - Head

Cyprus, -

We are seeking a Head of Safety Support Operations | Customer Support to oversee the global Safety Support team. Your primary goal will be to deliver a best-in-class safety and regulatory support experience. This role requires close collaboration with the regional and central safety support team to successfully implement key projects for all lines of business

Reporting to the Director of Customer Support, you will work closely with all stakeholders, including Safety Operations, Business Operations, Regulatory and Legal partners, and Insurance teams. 

As the Program Owner for Global Safety Support, you will define success metrics for support operators, drive process optimisation and standardization, and influence product improvements in collaboration with Safety Operations.

This role is strategic, programmatic, and delivery-driven, focused on setting high standards for safety and regulatory compliance. Additionally, it will play a key role in ensuring process alignment for global safety initiatives and product rollouts.

Position not open anymore

Responsibilities

Strategic Leadership:

  • Define and implement a comprehensive safety support strategy across all lines of business 
  • Lead strategic discussions to enhance safety support policies and ensure regulatory compliance

Leadership and Influence:

  • Inspire and influence a high-performing team, fostering collaboration with stakeholders and support partners to achieve goals.
  • Represent the safety support team  across Customer Support and Business functions.
  • Drive readiness for the launch of new features and products while maintaining preparedness for safety requirements.

Operational Excellence:

  • Drive the successful execution and optimisation of  safety support programs and initiatives.
  • Continuously improve risk management processes across all areas of the business.

Stakeholder Management & Communication:

  • Partner with senior business leaders to highlight critical safety and regulatory risks and advocate for necessary prioritisation and resources.
  • Collaborate with cross-functional teams – Operations, Safety Operations, Legal, Regulatory, Product, Policy, Insurance and Communications – to address incidents and regulatory concerns effectively.
  • Simplify complex issues into compelling narratives to influence high-level decision-making and drive alignment among diverse stakeholders.

Talent Development:

  • Cultivate and develop team members, ensuring a culture of continuous improvement and performance excellence.

Qualifications

  • General Requirements

    • A higher education degree, preferably in law, security, business management, or a related field.
    • A minimum of 5 years of experience in a leadership role in security, verification, compliance, or incident management.
    • Experience working for an international company or in the customer service industry.
    • A strong understanding of identification processes, risk management, and incident investigations.
    • Knowledge of legal and regulatory requirements relating to verification, KYC, AML, and data protection.
    • Experience interacting with law enforcement agencies, regulatory bodies, and other relevant stakeholders.

  • Functional Skills

    • A comprehensive understanding of driver and customer verification processes, and fraud prevention principles.
    • Knowledge of service compliance methods and tools, policy management, and quality standards.
    • Experience developing and implementing incident management procedures, including violation investigations and risk mitigation.
    • Proficiency using data analytics tools and the ability to work with large volumes of information.
    • Experience working with security process automation and monitoring systems.
    • Strong leadership skills, including strategic planning, budgeting, and team management.

Conditions & Benefits

  • Health insurance with oncology coverage and life insurance included
  • Hybrid work mode and flexile schedule
  • Relocation package offered for candidates from other regions
  • Access to professional counseling services including psychological, financial, and legal support
  • Diverse internal training programs
  • Partially or fully payed additional training courses
  • All necessary work equipment
  • Fitness club membership discount