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

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Customer Resolutions and Escalations

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

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Support agents with sensitive or high-risk customer situations

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

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Identify recurring complaint themes and customer pain points

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Recommend improvements to reduce repeat issues and avoidable customer effort

Ticket governance and SLA Management

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Monitor open tickets to ensure they progress within agreed SLA timelines

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

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Ensure clear ownership when tickets move between teams

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Highlight recurring delays, bottlenecks, or process gaps

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

Knowledge Base Ownership

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Own the ongoing maintenance of the Customer Care knowledge base

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

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

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Work with relevant departments to validate content

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

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

Quality, Coaching and Service Improvement

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Support quality control activities across customer interactions and ticket handling

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

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Share practical feedback to improve service consistency

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Support root cause analysis on recurring customer issues

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Recommend process, communication, or system improvements

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Promote a customer centric and improvement focused mindset within the team

Data and Reporting

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

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

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

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Escalate recurring issues or operational risks in a timely manner

AI Readiness

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Support the preparation of knowledge content required for AI agent deployment

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

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

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