Summary: The Head of Care Europe leads strategic planning and operational oversight, cultivating a positive and customer-centric environment to deliver exceptional financial services. Highlights: 1. Lead strategic planning and operational oversight for customer care in Europe 2. Foster a positive and thriving work environment with a customer-centric culture 3. Drive continuous improvement and innovation in service delivery **Description** Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top\-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life. **Job Summary:** The Head of Care Europe is responsible for providing exceptional customer care and promoting this standard throughout the region. The role primarily focuses on strategic planning for the Division and Global partnerships. The Head of Care oversees operational systems and processes, continuously seeking opportunities for improvement within the Division. This position plays a significant role in long\-term planning, reporting, and implementing change control processes. We are seeking a dynamic and passionate leader to take on the role of Head of Care Europe, responsible for cultivating a positive and thriving work environment while nurturing the growth and development of Managers, Supervisors, and Care representatives. This leadership position requires a visionary approach, dedicated to fostering a customer\-centric culture across the organization, where exceptional customer care is embraced with a sense of ownership and pride. The Head of Care Europe will be instrumental in driving continuous improvement, always striving for excellence in service delivery. By leveraging data\-driven insights, they will identify areas for enhancement and implement strategies to achieve outstanding customer satisfaction and loyalty. Collaboration will be at the heart of their leadership style, as they work closely with other executives and stakeholders to align customer care strategies with broader business goals. **Role and Responsibilities:*** Anticipate and track operational performance, providing strategic solutions. * Manage the day\-to\-day operations of the Customer Care department in Europe. * Create centres of excellence within the Customer Care function. * Actively identify areas where processes can be improved to drive cost savings. * Collaborate with departmental team members to set and achieve daily and quarterly goals for Customer Care. * Work closely with other regional Heads of Care on special planning and departmental projects. * Oversee and report on weekly, monthly, quarterly, and annual metrics. * Identify trends and assess opportunities to enhance processes and execution. * Collaborate with other back\-office teams to ensure seamless procedure execution, reinforce positive morale, and uphold company values. * Address and resolve issues of medium complexity involving stakeholders, removing barriers, and escalating to an appropriate level when necessary. * Establish and maintain professional relationships with internal lines and external agents or correspondents. * Provide clear leadership and direction to the Customer Care teams. * Act based on customer feedback to enhance service quality. * Foster an environment of innovation and continual improvement to reimagine how services and support are delivered. * Advocate for Customer’s pain points. **Skills \& Qualifications:** * **5\+ years of experience in a Leadership experience** in Customer Care, Customer Experience, or Operations, ideally within international or multi\-market environments. * Bachelor’s degree in Business Administration, Management, or a related field; **advanced degree or relevant certifications are a plus**. * Fluency in both English and Spanish is required. * Proven experience **leading large customer support teams**, with the ability to inspire high performance and a strong service culture. * Demonstrated ability to **design and implement customer care strategies** that improve service quality, efficiency, and customer satisfaction. * Strong **operational and analytical mindset**, with experience using performance metrics and data insights to drive continuous improvement and operational excellence. * Experience managing **regional or multi\-country operations.** * Strong **stakeholder management skills**, with the ability to collaborate effectively with senior leadership, product, operations, and other cross\-functional teams. * Excellent **communication and leadership skills**, with the ability to influence, align teams, and foster a customer\-centric culture across the organization. * Strong problem\-solving and decision\-making abilities, with a proactive and strategic mindset. Ria Money Transfer is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Check out our website to learn more about the company at: **http://www.riamoneytransfer.com/** The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company’s right to assign or reassign duties and responsibilities to this job as needed.