We are all in at Swissquote. As an equal opportunity employer, we welcome candidates from all backgrounds, experiences and perspectives to join our team and contribute to our shared success.

Are you all in? Don’t be shy, apply!

As the Associated-Director in the Customer Care department, you will be in charge of the Banking Talent Academy (BTA) and apprenticeship program “Customer Dialog Specialist”. Reporting directly to the Vice-Director, you will be in charge of the supervision of the operational activities and the people management in accordance with your senior management.

Key responsibilities

Team Management:

• Leading and supporting a team of 4-7 member:
  • Fostering a positive work atmosphere where employees feel motivated, valued, and connected to the team and the organization.
  • Promoting collaboration, trust, and cohesion among team members
  • Providing support for personal and social challenges
  • Addressing any potential conflicts among team members to your senior management and/or HR Partner
  • Supporting employee growth through training, mentorship, coaching, and advancement opportunities.
  • Preparing the talents and apprentice for qualification procedures (e.g. practical exams)
• Hiring:
  • Leading the recruitment process with your Talent Acquisition Partner
  • Ensuring new hires are properly introduced to the team, the organization, its culture, policies, and their specific roles.
• Performance Management:
  • Setting performance expectations, providing feedback, conducting performance reviews, and addressing any performance issues.
• Conducting under performance process with the help of your Senior Management and HR Partner.

Operations Management:

• Introducing talents and apprentices to the company and its processes
• Overseeing the planning of training & overall organization of the BTA program
• Working closely with training supervisors across multiple departments and ensuring the training schedules are followed and on track
• Creating and continuously updating the learning content
• Teaching essential skills in customer communication, products, and systems
• Creating individual training plans based on the apprentice curriculum
• Organizing weekly and monthly assessment of learning progress
• Developing soft skills such as communication, conflict resolution, and stress management
• Providing support and implementing measures to help overcome academic or work-related challenges

• Completed vocational and practical trainer course
• Minimum of 2 years track record in coaching talents and/or apprentice
• Experience in running education programs
• Strong knowledge and previous experience in customer service
• In-depth understanding of customer service operations and business processes
• Strong project management and organizational skills
• Excellent interpersonal skills, results-driven and team player
• Excellent communication and presentation skills
• Genuine passion for employee development

Please ensure that you attach your resume to your application and that you take the time to fill the "motivation" open text box.