Nets is one of northern Europe’s leading companies for payment solutions, information services and digital security solutions, with one of the most extensive and innovative product portfolios in Europe. Our ambition is to become an even stronger partner to our customers by supporting their business nationally as well as internationally. We want to make the handling of both financial and information assets easier and more secure. Nets employs over 2,700 people and has its registered office in Copenhagen, as well as competence and commercial centres in Oslo, Stockholm, Helsinki and Tallinn. Find out more about us at www.nets.eu.
The Financial Network Services (FNS) Contact Centre offers high quality customer service 24/7/365 and handles 1 million customer contacts annually within agreed SLA´s and we are 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 all telephone inquiries from banks and end-users (cardholders). Your team consists of approx. 20 employees who work all weekdays, at all times of the day. You´ll directly refer to the SVP 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 (primary in normal business hours), as your employees work all weekdays, around the clock.
Want to be our new colleague and fill in an important role?
Your key responsibility in this role will be to ensure continuously improvement of customer satisfaction and customer KPIs by:
-Ensure best-in-industry performance within Customer Services and create a motivated high performing team
-Secure right staffing and capability in the team (recruitment and competence development)
-Provide the highest quality of service that is efficient, effective and which is delivered in a friendly and professional manner
-Responsible for empowering employees and driving continuous improvement
-Manage and optimize capacity utilization, productivity and service performance
-Improve the end to end processes in Nets in cooperation with colleagues from across the business
We are looking for talents with ambitions – and passion for what they are doing!
-Strong leadership skills based on involving and delegating leadership, with an unpolitical and forward-looking agenda.
-Strong communication skills, experience in deploying process improvement and change management
-Good interpersonal skills and the ability to effectively communicate and interact with employees and stakeholders on all levels across the organisation and have the ability to deal with conflicting needs and not afraid of challenging the existing.
-Goal oriented and executor. Ability to using Performance Management to accelerate performance and 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
Competence & experience:
-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
Your career driven by curiosity and customer insights
At Nets, we are working towards realising a one-company approach to development, innovation and doing business, where you’ll be encouraged to think across borders and business areas to find new ways of merging our products, new technologies and market trends into innovative new solutions.
We want to attract, develop and engage the best talent, which means that at Nets, you’ll be working with colleagues across the Nordics. Whether it is innovation or operation that makes you tick, our company structure allows you to build your own career and grow in a business that encompasses all aspects of the digital payment value chain. We work in a thriving environment characterized by team play and informality and with plenty of social activities within sports, culture and social network.
Apply with registered CV as soon as possible by clicking "Hae/Apply". Interviews will begin immediately and the position will be filled as soon as the right candidate is found.
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