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

Customer Resolutions and Escalations

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

Support agents with sensitive or high-risk customer situations

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

Identify recurring complaint themes and customer pain points

Recommend improvements to reduce repeat issues and avoidable customer effort

Ticket governance and SLA Management

Monitor open tickets to ensure they progress within agreed SLA timelines

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

Ensure clear ownership when tickets move between teams

Highlight recurring delays, bottlenecks, or process gaps

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

Knowledge Base Ownership

Own the ongoing maintenance of the Customer Care knowledge base

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

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

Work with relevant departments to validate content

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

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

Quality, Coaching and Service Improvement

Support quality control activities across customer interactions and ticket handling

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

Share practical feedback to improve service consistency

Support root cause analysis on recurring customer issues

Recommend process, communication, or system improvements

Promote a customer centric and improvement focused mindset within the team

Data and Reporting

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

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

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

Escalate recurring issues or operational risks in a timely manner

AI Readiness

Support the preparation of knowledge content required for AI agent deployment

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

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

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

Strong customer focus and understanding of good customer outcomes

Leadership and coaching skills

Confidence working with operational data

Experience using CRM, omni-channel, and ticketing systems

Strong written and verbal communication

Ability to work with different departments and follow up effectively

Good attention to detail

Strong problem solving and root cause analysis skills

Ability to balance customer needs with business and regulatory requirements

Organised, proactive, and accountable

Experience Required

Experience in customer care, contact centre, complaints, quality, or operations

Experience handling complex or escalated customer cases

Experience working with SLAs, tickets, dashboards, or service performance reports

Experience using CRM, omni-channel, or ticketing platforms

Experience coaching or supporting customer-facing teams

Experience maintaining FAQs, procedures, or knowledge base content would be an asset

Experience in financial services, fintech, banking, investments, payments, or a regulated environment would be preferred

Nice to Have

Experience in fintech, banking, investments, payments, financial services, or another regulated environment

Previous ownership or maintenance of FAQs, procedures, help centre content, or internal knowledge bases

Experience supporting complaint governance, quality assurance, or service improvement initiatives

Experience creating or improving dashboards, SLA reports, ticket reports, or complaint trend reports

Familiarity with root cause analysis methods such as 5 Whys, Pareto, or process mapping

Experience preparing knowledge content for automation, AI agents, chatbots, or self-service tools

Experience working with product, compliance, operations, payments, or back-office teams

Experience supporting change when products, fees, policies, or regulatory requirements change

Comfortable translating operational insights into practical process or customer communication improvements

Experience improving service consistency across teams or channels

Renumeration

We are committed to attracting and selecting top people to join our team. We are also committed to creating a workplace that encourages individual growth; we value our people and their well-being.

What we offer

Health Insurance and fitness allowances

Study Leave

Fully paid sponsorship schemes for further studies

Exposure to the very latest technologies

Opportunities for career growth

Variable bonus linked to KPI

“The enduring goal of Calamatta Cuschieri Moneybase is that the composition of our workforce should reflect that of the communities in which we work.”

Reference: CCMT01426

By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Calamatta Cuschieri Moneybase Plc. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Calamatta Cuschieri Moneybase Plc may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Calamatta Cuschieri Moneybase Plc's

Customer Care Operations Lead

Job Description