Helprise is an organization that combines global reach with local talent. We work for companies that value quality, partnership, and responsibility, creating teams that really work. By precisely matching skills and business needs, we connect specialists with projects where their knowledge has a real impact. By joining us, you become part of an environment where matching is not a coincidence, but a decision.
Our client is seeking a Service Delivery Experience & Insights Specialist II to join their growing team and play a key role in driving operational excellence. In this role, you will oversee the lifecycle of customer cases, ensure SLA compliance, and provide actionable insights to improve processes and business performance. Working closely with cross-functional teams, you will contribute to data-driven decision-making, enhance service delivery, and support continuous improvement initiatives.
YOU WILL
- Oversee the end-to-end lifecycle of customer cases, ensuring efficiency, accuracy, and quality.
- Monitor case queues, track aged cases, and ensure SLA compliance.
- Collaborate with Workforce Management (WFM) and vendor teams to assign and track cases effectively.
- Perform root cause analysis (RCA) on escalations and drive corrective action.
- Compile weekly executive summaries and KPI reports.
- Analyze quantitative and qualitative data to identify trends, performance gaps, and areas for improvement.
- Create dashboards and custom reports to track KPIs related to customer operations, fraud, and business performance.
- Provide executive-level summaries on key performance metrics, operational trends, and process enhancements.
- Recommend operational changes based on case audits and trend analysis.
- Partner with stakeholders to implement process improvements.
- Support or create documentation of policies, workflows, and training materials.
- Ensure compliance with regulatory requirements in collaboration with risk and compliance teams.
- Lead initiatives to improve case handling, reduce resolution time, and enhance agent effectiveness.
- Support the development and implementation of new policies and procedures.
Requirements
- Bachelor’s degree in Business, Finance, Operations, or a related field, or 4+ years of relevant experience in customer operations, business analysis, or compliance.
- Strong data analysis skills with Excel, SQL, or BI tools (Tableau, Power BI, Sigma).
- Experience in customer service, fraud operations, or financial operations in a high-growth or fintech environment.
- Experience defining requirements and using data to draw business insights.
- Proficiency in CRM systems, case management tools, and reporting software.
- Ability to work effectively in a fast-paced, evolving environment.
- Ability to synthesize large datasets and extract meaningful insights.
- Preferred: experience in fintech, technology, or energy industries.
- Preferred: knowledge of regulatory compliance in customer operations (consumer protection, fraud prevention).
- Preferred: prior experience in process automation and operational strategy.
Benefits
Work flexibility
We give you the opportunity to adjust your work to your lifestyle. We offer flexible hours as well as the possibility of remote or hybrid work, depending on the role and your preferences.
Basic benefits package
We care about the health and well-being of our employees – we provide private medical care, a MultiSport card, and life insurance.
Development on your terms
We provide an individual development budget that you can use for your professional growth. As a Lumina Learning partner, we also give you access to unique tools and the support of certified practitioners, so you can better understand your potential and strengthen your talents.
Integration and shared experiences
We regularly enjoy new experiences together and build relationships in an inspiring atmosphere. From cooking sessions, through yoga weekends in nature, to the thrill of escape rooms.
