Customer Management Analyst II (Fintech)

TL;DR

Customer Management Analyst II (Fintech): Managing service performance and client governance for UK-based financial estates with an accent on KPI delivery, SLA compliance, and account profitability. Focus on optimizing dispatch avoidance, managing asset entitlement, and building trusted advisor relationships with clients.

Location: Belgrade, Serbia

Company

hirify.global is a global leader in expanding financial access, optimizing branches and self-service availability for financial institutions and retailers worldwide.

What you will do

• Establish and maintain aligned client governance models to drive service performance and engagement.
• Deliver service KPIs and ensure data integrity within internal systems to prioritize reporting.
• Oversee asset entitlement and identify "bad actor" or chronic hardware units failing quality standards.
• Implement dispatch avoidance strategies through remote resolution and business rule tuning.
• Manage account profitability, including customer P&L and accounts receivable (AR) invoices.
• Collaborate with internal partners in Support, Logistics, and Software teams to ensure resolution of quality issues.

Requirements

• Proven experience in customer management or service delivery analysis.
• Ability to manage SLAs, penalties, and financial metrics like P&L.
• Strong analytical skills for reporting and data integrity management.
• Ability to build long-term trusted advisor relationships with corporate clients.
• Must be based in Belgrade, Serbia

Culture & Benefits

• Private health, life, accident, and disability insurance.
• Wellbeing resources and a baby bonus program.
• Employee referral bonus program.
• Numerous opportunities for internal career pathing and advancement.
• Employee discounts at hirify.global partners.