George Novas
Nea Ionia, Attica
Summary
Highly motivated and data-oriented professional, with deep experience in customer services. Efficient client services & support manager and coach, focused on delivering quality results on budget and on schedule. Experienced in customer support & services, KYC / CDD / EDD, Fraud & AML / AFCC with a demonstrated history of working in gambling - entertainment providers, online banking, financial services & retail. Passionate about working with people and developing their maximum potential through training & continuous improvement.
Overview
17
17
years of professional experience
Work History
Head of Due Diligence and KYC
Delivery Hero Payments S.A
06.2023 - Current
- Develop and implement policies and procedures to ensure that the KYB/KYC team is operating efficiently and effectively.
- Ensure that the KYB/KYC team is meeting all deadlines and compliance requirements, including AML/CTF and other relevant regulations.
- Liaise with other departments to ensure that KYB/KYC processes are integrated into the company's overall operations.
International KYC Operations Manager
Viva Wallet
04.2023 - 06.2023
- Oversee and expand group KYC (CDD / EDD) operations, across all regions, by providing support to the regional operations teams.
- Implement operational procedures to ensure compliance with global and local regulations and KYC guidelines as issued by the AFC Unit, while proactively identifying areas for improvement.
- Develop and implement strategies for risk management and operational efficiency that align with company's growth ambition.
- Lead, mentor, and manage KYC Group CDD / EDD Operations Leads & Supervisors and their teams.
- Establish and expand KYC Center of Excellence (CoE) to encourage innovation and optimize group's processes.
Regional Lead of KYC / CDD Operations (CEE & MED)
Viva Wallet
09.2022 - 04.2023
- Lead a regional team ( GR | CY | IT | RO | HR | PL | HU | CZ | BG ) of KYC / CDD Operations Supervisors, Officers & Analysts.
- Create from scratch and monitor KYC group metrics & KPIs (24 countries).
- Ensure that all existing B2B & B2C client relationships have undergone the appropriate client screening as mandated by the relevant KYC / CDD / EDD policies and procedures.
- Participate in the recruitment process of candidates (KYC Ops Supervisors, Officers & Analysts).
- Liaise with AML, Legal, Compliance, Technology & Operations teams, in order to ensure that the team's processes are not only in line with the regulatory requirements, but also with the technological and business standards that have been set by the organization.
Support Manager (GR | CY | MT)
Wolt
05.2022 - 09.2022
- Lead the team of MED region Support Team Leads, guide and mentor them in order to improve performance
- Cooperate with relevant stakeholders (marketing, product, HR, Legal, etc) for Operational Excellence projects, such as hiring processes, quality monitoring & training, NPS & CSAT evaluations, etc, with a particular focus on well-being, and creating a long-term career path.
- Analyze customer service data to identify trends, identify solutions and improve customer experience.
Customer Service Supervisor
Kaizen Gaming (Stoiximan / Betano)
03.2020 - 04.2022
- Line management of Team Leaders, support and coach them on a daily basis.
- Create & manage along with relevant CS managers inbound Call Center for our brand in Bulgaria, Chile, Peru & Czech Republic.
- Defines KPIs and monitor team performance, identify and eliminate barriers to accuracy, productivity and quality.
- Cooperate with relevant stakeholders (marketing, product, HR, Legal, etc) for Operational Excellence projects, such as hiring processes, quality monitoring & training, NPS & CSAT evaluations, etc.
- Conduct regular performance reviews, capacity planning and cost/benefits analysis.
- Optimizes the procedures, documentation and internal control processes that align with the overall strategy.
Customer Service Team Leader
Kaizen Gaming (Stoiximan / Betano)
04.2018 - 02.2020
- Create & manage Inbound Call Center for the leading online gaming operator in Greece & Cyprus
- Promote excellent customer service by leading the Inbound Call Center team and supervising the daily operations of the sub-department
- Create & manage along with relevant CS managers inbound Call Center for our brand in Romania, Portugal & Brazil
- Recruit new employees and organize their incorporation & training in cooperation with Quality Control and other departments.
- Co-management of HR/recruitment capability with HR functions to ensure all Delivery recruitment needs are fulfilled in timely manner
- Evaluate and review the performance of each member of the team.
- Organize personal development plans for each team member.
Call Center Supervisor
Leroy Merlin Greece & Cyprus
10.2015 - 03.2018
- Build and manage an omni-channel Call Center for all Greek stores and headquarters.
- Actively participate in the support delivery through email, telephone, social applications.
- Recruit new employees and organize their incorporation & training.
- Lead and participate in the investigation of clients' & partners' problems, find solutions, resolve errors and complaints.
- Coach & manage the team on a daily basis (tech support, customer flow, phone & web orders, electronic payments, agility & customer orientation).
Customer Service Shift Leader
Leroy Merlin
03.2012 - 10.2015
- Manage (under the guidance of Customer Service Manager) a team of 30-35 people, shift supervising & store's smooth operation.
- Direct and supervise employees engaged in inventory-taking, reconciling cash receipts, or in performing services for customers.
- Review inventory to prepare reports for management and budget departments.
- Provide a range of managerial support activities, including administration and data management, reporting, analysis and deputising for manager when required.
- Monitor store's activities to ensure that customers receive satisfactory service.
Customer Service - Cashier
Leroy Merlin
09.2008 - 03.2012
Office Assistant & Internal Auditor
GR Assistance
08.2006 - 08.2008
Education
Professional Diploma in Data Analyticcs - Data Analytics
The American College of Greece
HR Management & Organizational Analysis -
National & Kapodistrian University of Athens
Lean Six Sigma Green Belt -
Advanced Innovation Group Pro Excellence (AIGPE™)
HR Metrics & Outsourcing -
Athens University of Economics And Business
Lean Six Sigma Yellow Belt Certification -
National & Kapodistrian University of Athens
Project Management Diploma -
International Business Management Institute (IBMI)
Civil Engineering Studies -
Alexander Technological Educational Institute of Thessaloniki
Gambling Compliance: AML & CTF -
Compliance Online (Pty) Ltd.
Additional Information
- Best Online Customer Service (e-shop), Silver Award, Issued by Hellenic Institute of Customer Service · Dec 2021
- Best omni-channel customer service, Silver Award, Issued by Hellenic Institute of Customer Service · Dec 2021
- CRM Grand Prix Awards 2021, Telephone Response Large Call Centers, Silver Award, Issued by Teleperformance · Dec 2021
- Customer Services Operator, Issued by EGR Operator · Nov 2021
- Most Effective Recruitment Strategy, Gold Award, Issued by Boussias Conferences · Oct 2021
- Best Omni-channel customer experience, Customer Distinction Award, Issued by Hellenic Institute of Customer Service · Dec 2020
Languages
Greek
Native language
English
Proficient
C2
German
Upper intermediate
B2
Timeline
Head of Due Diligence and KYC
Delivery Hero Payments S.A
06.2023 - Current
International KYC Operations Manager
Viva Wallet
04.2023 - 06.2023
Regional Lead of KYC / CDD Operations (CEE & MED)
Viva Wallet
09.2022 - 04.2023
Support Manager (GR | CY | MT)
Wolt
05.2022 - 09.2022
Customer Service Supervisor
Kaizen Gaming (Stoiximan / Betano)
03.2020 - 04.2022
Customer Service Team Leader
Kaizen Gaming (Stoiximan / Betano)
04.2018 - 02.2020
Call Center Supervisor
Leroy Merlin Greece & Cyprus
10.2015 - 03.2018
Customer Service Shift Leader
Leroy Merlin
03.2012 - 10.2015
Customer Service - Cashier
Leroy Merlin
09.2008 - 03.2012
Office Assistant & Internal Auditor
GR Assistance
08.2006 - 08.2008
Professional Diploma in Data Analyticcs - Data Analytics
The American College of Greece
HR Management & Organizational Analysis -
National & Kapodistrian University of Athens
Lean Six Sigma Green Belt -
Advanced Innovation Group Pro Excellence (AIGPE™)
HR Metrics & Outsourcing -
Athens University of Economics And Business
Lean Six Sigma Yellow Belt Certification -
National & Kapodistrian University of Athens
Project Management Diploma -
International Business Management Institute (IBMI)
Civil Engineering Studies -
Alexander Technological Educational Institute of Thessaloniki
Gambling Compliance: AML & CTF -
Compliance Online (Pty) Ltd.
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