Position overview
We are looking for a Global Branch Operations Manager to serve as the face of Xapo Bank at our Gibraltar Global Branch, the first and only Xapo Bank branch in the world
The main responsibility of the Global Branch Operations Manager will be to talk confidently about the product and serve customers in person
The Global Branch Operations Manager, reporting into the Head of Customer Success, supports Xapo’s business development efforts with clients, providing exceptional client support that begins with the initial contact and continues throughout the client relationship
Responsibilities include facilitating the onboarding process for new clients, assisting with transactions, working with internal Xapo teams to address client needs and improve services, and maintaining client satisfaction through continued service and support
The Global Branch Operations Manager will also ensure the efficient and effective running of the Global Branch as well as assist the Membership Services team on supporting Xapo member related queries
Responsibilities
- Engages in business development efforts, working with members of the Institution to efficiently secure new clients
- Develop and maintain thorough knowledge of the company and its products, research consumer needs, and identify how our solutions can address those needs
- Generate leads and grow existing relationships by maintaining an accurate, detailed client book for an active, repeat customer base
- Support the Membership Services team by assisting Xapo members with their queries, service will extend across online channels including our BOT, in-app live chat and email
- Coordinates the due diligence process for Members who attend the branch
- Facilitates member transactions for members attending the branch, including the purchase and sale of bitcoin and fiat currencies
 - Provides product support, working with other Xapo teams to address member needs and providing suggestions for improved service
- Strengthens existing member relationships through ongoing communication and support to ensure member satisfaction and continued partnership
- Work with the Membership Services and Product Teams to help promote our product and new features to all members
 - Provide constructive customer feedback to the Membership Services and Product Teams
- Supervises and Manages the bank branch by overlooking the daily operations, administration, training and security of the branch
- Maintains and oversees all the branch’s procedures and processes
- Makes sure the Branch is fully operational, by ordering stationery, furniture and supplies
- Promotes and demonstrates Xapo’s core values leading by example
Embody the brand acting as the visible face for the community
- Hosts and entertains key people [Government, Founders of Companies, Board]
- Supervises all the branch staff, assuring the good performance and good service to the Xapo members
- Responsible for the organisation of company events and conferences
 - Attends events and conferences to promote Xapo within the industry
Skills needed
- 3+ of Account Management or Customer Support/Client Services experience required (financial services and/or banking experience, a significant plus)
- Bachelor’s degree or equivalent in business or a related field required
- Exceptional communication skills, both verbal and written
- Exceptional interpersonal skills and networking ability
- Demonstrate a strong command for the English language
- Experience working with clients within the Wealth and Investment environment
- Ability to translate complex/technical issues into easy to understand language for clients
- Strong attention to detail and analytical skills
- Empathy and a passion for delivering excellent service to clients
- Driven, self-motivated, collaborative and highly flexible team player approach
- Self-learner, and an avid problem-solver
- Negotiation skills
- Knowledge of Bitcoin and Fiat currency payment rails
- Well versed in local and regional knowledge
Other requirements
- Alignment with Our Values
- Reside in (or near) Gibraltar
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