A Belgian market leader active in the financial services sector is looking for a Head of Customer Care that can help shape a new support model to be implemented for their payment services. Customer Care is one of the faces of their payment solution to the market and is as such critical to their success in Belgium. They are aiming at scaling their services to a new level and are looking forward for a leader to join them and drive this change.
You make sure support activities (onboarding, 1st line support to consumer and merchants) are correctly and timely executed, and that qualitative servicing is provided to our customers;
You define the main success criteria for Customer Care, both quantitative and qualitative, you monitor them and act upon the results;
Based on main KPIs and metrics, you manage the activities backlog in an active way. You always have a view on how the teams are doing. You manage capacity between the teams and activate extra ad-hoc staffing if and when needed, based on budget availability;
You manage effective partnerships with your peers and main stakeholders, including the Compliance function, Business Development and Marketing;
You master the forecast of activity and the yearly budget overview for the activities in scope;
You coach your team leads to lead and inspire the teams, and set the example yourself. You share your expertise with your team leads and members;
You are the driving force in setting up a new support model: based on the expressed business needs you identify the decisions to make and the next steps in setting up such model;
You follow up on relevant milestones and tracks (tooling, recruitment, skills, reporting,…), and manage internal/external stakeholders contributing to the implementation of the new model;
You manage the change management linked to the implementation of the new support model;
You facilitate the internal feedback loop to share customer feedback towards the relevant internal stakeholders, in order to improve our products and services.
You will report to the Chief Operating Officer.
You have 7-10 years’ experience as head of customer care/support;
You have at least 4 years’ experience in people management;
You have a track record with setting up new activities or teams;
You have previous experience in the payment industry/financial services;
You have great drive and entrepreneurial spirit: you have it in you to take ownership and to bring activities and people to the next level;
You adapt quickly and absorb information in an easy way, you understand complex matters and know how to translate them for people around you;
Fluency in Dutch and/or French and English is required.
A great challenge in a welcoming, positive and innovative environment;
The opportunity to work for an ambitious company, focused on the perfect balance between reliability and user friendliness;
Being part of a dynamic and talented team and contributing to the evolutions of the payment world of today and tomorrow;
The chance to “make your mark”, to develop, implement, grow and bring continuous improvement;
A competitive salary package aligned with your expertise and responsibilities with company car and benefits;