Client Care Centre Senior Operational Coordinator in City of London

Overview

The Client Care Centre Senior Operational Coordinator is the senior operations professional in our Contact Centre and e-commerce activities, with expertise in overseeing the associated flow of financial transactions, fraud prevention, and procedural compliance needs. Additionally, providing support to operations team members with infrastructure needs, related client communications, as well as ensuring the flow of sales orders and last-mile for Contact Centre and e-commerce markets within the EMEA region.

This individual will coordinate all financial transaction functions, and the associated fraud prevention tools, that facilitate our Contact Centres and e-commerce platforms, working with Advisors to resolve related client enquiries, and partnering with Finance Dept. and 3rd parties to provide insights and resolutions to impacted transactions and enhance business practices.

The role leads on procedural compliance within the Contact Centre and e-commerce, working with Internal and External audit partners, providing insights and recommendations that enhance the operational functions, drives revenue and client satisfaction, and advisor performance within the Contact Centre.

This role will coordinate other Ops Members to deliver the daily management of Contact Centre and e-commerce Sales Orders in all EMEA markets. This includes order and inventory fulfilment; last-mile non-standard deliveries, with some direct involvement in resolving complex cases in order fulfilment, delivery or returns.

This role leverages cross-functional relationships and project involvement internally and externally to ensure Tiffany & Co. excels in a luxury omni-channel environment including Client Care Managers and Advisors, E-commerce, IT, Distribution & Returns, Retail and Aftercare, as well as any new business initiatives.

Oversight of financial transactions – Sales Order flow and fulfilment to achieve revenue targets

• Oversee all financial transactions associated to Contact Centre and e-commerce sales order flow, partnering with Advisors and Finance Dept to manage any payment disputes, gift card redemptions, and resolve any affected order flow or settlement incidents in support of achieving annual revenue and profitability objectives of all EMEA CCC and e-commerce markets.

Fraud Risk assessment and prevention

• Be the subject matter expert for our Contact Centre and e-commerce fraud prevention applications and provide advisor and manager support to resolve any escalated transactions.
• Collaborate with Finance Dept and 3rd Party partners to evaluate fraud activities and provide reporting insights and recommend business decision evolution to minimize associated risks.

Audit and Compliance

• Be the primary operational partner with Internal and External audit partners to ensure the CCC and e-commerce operations are compliant with associated regulatory needs on a daily basis.
• Create and maintain related SOPs for CCC users, and provide insights and recommendations to better evolve business compliance.
• Be the primary internal partner in annual audit activities.

Procedural Reporting, Insights and CCC Administration

• Document and maintain CCC SOPs related to key functions, and lead other Operations members to deliver consistent equivalents across all activities.
• Provide CCC-related reporting and insight on operational accountabilities, e.g. financial transactions and fraud impacts, last-mile and returns incidents, backorders, IT incidents, and additionally, use the insights gained to effectively enhance/evolve SOPs.
• Cultivate and maintain effective working relationships with key stakeholders and business partners, to ensure overall delivery of operational needs.

Order-flow, IT Incident Management and WFM and Infrastructure needs

• Provide Ad-hoc Support to CCC Operational Channels, Order Flow, IT incident resolution and project delivery, WFM and other infrastructure set-up and management requests, supporting primary daily functions and providing coverage during colleague leave.

Qualifications

Required

• Prior Contact Centre or retail experience in an operations role with comprehensive knowledge of financial transactions, fraud and risk prevention, order flow, inventory management, client service, administration, and last-mile shipping.
• Analytical skills
• Organized and detail oriented.
• Superior communication and interpersonal skills.
• Ability to work well independently and with clients, peers, and management.
• Flexibility to perform different tasks based on day-to-day business needs.
• Must have authorization to work and remain in the UK
• Ability to work overtime and remain flexible with work schedule; weekends are required.
• Ability to manage project works and to meet deadlines.

Preferred

• Previous sales (familiarity with sales order entry systems and order management) or service experience in a retail, ecommerce or contact centre environment.
• Familiarity with client communication and e-commerce associated technology, navigation, and terminology.
• Experience as a contributor within project teams related to IT deployments.
• Client-centric understanding applied to tailor operational actions and solutions that address client concerns and assist advisors to diffuse client issues.
• Professional fluency (written and verbal) in a second language relevant to the EMEA markets supported.
• Familiarity with jewelry, watches, clocks, and silver products
• Experience with e-com and MOTO Fraud Review Applications and Contact Centre WFM applications.