Customer Service Manager - Contact Center Financial & Network Services
We are looking for a goal oriented and highly experienced Customer Service Manger to lead our best of class Contact Center team
Together, we can power the future as a European payments champion
Working for Nets, you’ll become part of an exciting growth journey. We’ve set out to make it easier and more intuitive to handle payments, because we see it as the foundation for growth and progress both in commerce and society.
The Financial Network Services (FNS) Contact Centre offers high quality customer service 24/7/365 and handles more than 1 million customer contacts annually within agreed SLA´s. We are now looking for a manager to lead one of our three FNS contact centre teams in Helsinki. You´ll become part of a management team that is responsible for telephone inquiries from banks and end-users (cardholders). Your team consists of approx. 30 employees who work all weekdays, at all times of the day. You´ll directly refer to the VP for FNS Customer Services. The management team works closely together at Nordic level to ensure optimal performance for meeting the agreed goals for customers and Nets. You must be prepared to work at different times (primarily within normal business hours), as your employees work all weekdays, around the clock.
In this role, you’ll power an easier tomorrow for all of us
You’re expected to develop your talent and aim higher as you work to change payments. You’ll build on our proven track record of developing and delivering innovative and reliable solutions and our strengths as a Nordic leader with 50 years of experience within payment solutions.
Your key responsibility in this role will be to ensure continuous improvement of customer satisfaction and customer KPIs by:
- Ensuring industry leading performance and creating a motivated high performing team
- Securing right staffing and capabilities in the team (recruitment and competence development)
- Providing the highest quality of service that is efficient, effective and which is delivered in a friendly and professional manner
- Responsibility for empowering employees and driving continuous improvement
- Managing and optimizing capacity utilization, productivity and service performance
- Improving the end-to-end processes in Nets in cooperation with colleagues from across the business
You have strong leadership skills based on involving and delegating leadership, with an unpolitical and forward-looking agenda. You’re experienced in deploying process improvement and change management. You deliver great interpersonal skills and ability to effectively communicate and interact with employees and stakeholders on all levels across the organisation.
As a lead of the team you are familiar also to deal with conflicting needs and you’re not afraid of challenging the existing. There is a goal oriented executor in you and ability to use Performance Management to accelerate performance, to foresee change and adapt and react in order to lead the department through changes and prioritize workload independently. Understanding of customer needs and the ability to set high standards for quality and quantity as well as genuine interest in developing the employees.
You contribute with skills, ambitions and that little personal twist that makes us succeed
It’s the full package that you bring to work every day that gets the job done. Your professional acumen and experience form most of your qualifications, but it’s your personality that makes the difference to succeed in this role. Especially the little twists we all have that makes us personalities instead of just a person. (Potentially add more to the engaging introduction to the person we are looking for)
Your professional qualifications include:
- 3 years or more relevant experience in managing contact centre functions preferably in a complex and large (service) organization
- Customer oriented and a strong ability to combine operational understanding of processes with the subsequent impact on end customers
- Experience with monitoring and managing productivity and service performance
- Experience in budgeting and managing by objectives
- Strong English and Finnish language skills required
Changing the future of payments takes strong personalities
Joining Nets, you’ll join a fast-growing tech company. Together, our size and your ideas have the impact to shape the world of digital payments. Trusted by 240 banks and 400,000+ merchant customers and backed by ambitious owners who understand our industry, we have the foundation to succeed. You’ll work and learn alongside skilled and open-minded colleagues and leaders in a supportive, international and informal team culture. Our customers rely on you all to help them stay ahead of the competition by making life easier every day for their customers… you and me.
Power your career. Apply now or at latest 15.07.2019
Are you interested in hearing more about this opportunity, please contact Oscar Gyllenberg +358 40 720 7001 (17.9 between 12 to 14 or 19.6 between 12 to 13:30)
We conduct background checks on relevant candidates through our partner Semac www.semac.no