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reference: 4934890

documentId: 4934890

connectionPointId: 7

lastModificationDate: 1548248062456

stillingsbetegnelse: Head of Contact Center Nordic (DK / FIN)

jobbeskrivelse:

Take charge in your team delivering commercial service, which is best in class and exceeds the industry standards

 

Welcome to the Financial & Network Services department

Nets Financial & Network Services (FNS) is the preferred processing partner for more than 240 banks and issuers of payment cards in the Nordic and Baltic regions.

At FNS, we not only process billions of payment transactions every year. We continuously enable bank customers to pay in new ways, bringing innovative solutions like contactless payments, mobile wallets and instant issuing of virtual cards to the market. Our security and anti-fraud offerings are second to none, using the latest technology such as AI to monitor, prevent and capture payment fraud. Therefore, our solutions make a clear and tangible impact on both our customers and end consumers.

 

Being a central player within the exciting FinTech industry, we are now looking to expand our team to support and drive our growth plans.

 

The Contact Center operations
has a centric role for ensuring strong client and service intimacy, for Nets Financial Network Service’s customers and their customers.

 

The aim is to gain a more agile, efficient and client driven setup and service. Contact Center is a core service, delivered to new and existing customers.  In future it is planned to enter a much more commercial role in Nets. The current service is mostly call- in service, but as part of the new development we are aiming to develop modern digitalised contact service structures. The FNS Contact Center operates on 24/7 basis serving mainly Finance sector clients as a backbone service, but outside of the working hours as direct consumer service center for Nets as a hole.

Your main responsibilities

With reference to Senior Vice President of Customer Journey, Jesper Villadsen. You will be responsible for the following areas of responsibility and tasks:

 

• Responsible for leading the FNS Contact Center in accordance with Nets’ leadership values, including management, development, performance and motivation of 6 direct Managers and approx. 100 cross Nordic based employees.
• Responsible for ensuring, that Operations delivers excellent customer service at the lowest possible price in accordance with the service and cost levels agreed with Financial Network Services on behalf of the Bank segment.
• Responsible for implementing a culture of constant optimisation of existing service provided and driving a culture of process improvement and top-quality service delivery in a lean and efficient function.
• You will play an important role of the Operation transformational agenda including self-service and digitalization and reporting on progress, of FNS Contact Center. You will be accountable for FNS relevant projects as well as supporting and executing the currently ongoing transformation and drive change management initiatives.
• You will, as a member of the Customer Journey management team, be shared responsible for the overall customer experience and contribute to the overall strategies and business decisions of the Customer Journey organisation. 

 

Your qualities and skills

We expect that you hold a master’s degree in Business, Technology, Management or equivalent.

 

Furthermore, we expect you to bring relevant managerial experience preferably from a sales/service organisation, with a commercial mindset and approach. 

 

You have demonstrated proficiency in business management and you have shown strong analytical skills and decision making.

You know how to design and build a secure and stable daily production united.

Your track record shows that you know how to secure effective Ops resource allocation as well as delivery capacity and performance management such as (KPI´s, FTE´s, SLA´s, cost etc.)

 

Your strategic competences are wanted

We expect that you have:

• Strong business understanding including a solid overall understanding of the value chain in a service organization.
• Customer oriented and a strong ability to combine operational understanding of processes with the subsequent impact on end customers.
• Strong leadership skills based on involving and delegating leadership, with an unpolitical and forward-looking agenda.
• Strategic founded with the ability to grasp complexity, see the whole picture and understand the business from the inside and out and transform it into value adding initiatives and commercialisation

 

Working location is out of our location in either Denmark or Finland, with an expected amount of travel days in the Nordics on approx. 40 days per year.

 

The person behind abovementioned skills

 

To succeed in this job, you must have good interpersonal skills and the ability to effectively communicate and interact with employees and stakeholders on all levels, in several different countries across the organisation and can deal with conflicting needs and not afraid of challenging the existing.

At the same time, you can deliver strong executive presence with a strategic mind-set and the ability to execute new initiatives and have political flair and understand how to mediate different interests.

You are goal oriented and an executor, as well as you can use Performance Management to accelerate performance and to foresee change and adapt and react to lead a department through a business-critical change.

 

If you should have any inquiries about the company or position, please do not hesitate to contact Jesper Villadsen, +45 29 48 20 90

 

This position will be closed when we find the right candidate.

At Nets, we specialise in powering digital payments. We connect banks, businesses and consumers via an international network facilitating digital payments. Spanning across the Nordic region, we provide a broad range of card services, account payment services and merchant payment solutions. We offer great payments, great ideas, great network - delivered by great people.

About 2,500 dedicated colleagues work at Nets throughout the Nordic region. As the backbone of the Nordic payments ecosystem with solutions touching people's everyday lives, we have experts in every field from law to heavy back-end programming. Our size and diversity opens up great opportunities for our employees to move forward in their careers and their skills and professional interest develop.

We believe that personal freedom is the key to a dynamic and innovative working environment. We therefore inspire people to think and act independently and creatively. Along with the individual freedom comes a strong tradition of teamwork. Working closely together across professions and borders is an essential part of our culture and a natural part of our complex services.

Read more at http://www.nets.eu.

numberOfPosts: 1

jobCategoriesCodes_0: http://data.europa.eu/esco/isco/C1213

abstractJV_contact_0: Please apply using one of the specified channels

positionTypeCode: directhire

contractTypeCodes_0: fulltime

Arbejdsgiver Navn: NETS Denmark A/S

source: DK-STAR