Head of Customer Operations

7 days ago

Oslo, Oslo County, Norway TN Norway Full time

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Summary

Lowell søker Head of Customer Operations. Vil du lede en av Lowells største og viktigste avdelinger, Customer Operations? Da har vi en utviklende og svært spennende utfordring for deg. Har du erfaring med å lede gjennom andre ledere og ønsker å skape en fantastisk kundeopplevelse, da kan det være at det er deg vi ser etter.

Lowell er et av Europas største inkassoselskaper, vi ønsker å få kreditt til å fungere bedre for alle. Det gjør vi ved å håndtere inkasso på en effektiv måte, men samtidig med kvalitet slik at klientens gode forhold til kunden består. Vi tilbyr både store og små bedrifter et bredt tjenestetilbud som omfatter hele kredittsyklusen, alt fra fakturering, inkassotjenester, kjøp av fordringer og analysetjenester.

Du er hjertelig velkommen med din søknad Vi ønsker at du søker snarest da intervjuer vil skje fortløpende.

Job Description

Om stillingen

Customer Operations er virkelig hjertet i organisasjonen vår, det er her mesteparten av all kundekontakt skjer. Avdelingen håndterer de fleste kontaktkanaler inkludert Web, SMS, Chat, telefon, e-post og brev. Vårt mål er at hver interaksjon med kunden skal gi en genuin kundeopplevelse, og at våre kunderådgivere er effektive, nysgjerrige og løsningsorienterte. Customer Operations består av ca. 85 medarbeidere fordelt på ulike team med hver sin teamleder.

I rollen som Head of Customer Operations har du ansvar for å sette retning for din enhet ut fra selskapets mål, budsjett og verdier samt sikre at de er forankret i virksomhetens strategier, slik at ønsket resultat oppstår. Du er selvsagt en naturlig del av ledergruppen i Operations, hvor du har stor påvirkningskraft, deltar aktivt og driver utviklingen fremover – sammen med resten av ledergruppen. Da inkassoprosessen består av flere deler, er samarbeidet innen enheten, men også med øvrige kolleger og funksjoner, svært avgjørende.

Stillingen rapporterer til Director of Operations.

Hovedoppgaver

  1. Lede og ha ansvar for den daglige driften innen avdelingen og dermed sikre effektive og hensiktsmessige prosesser.
  2. Arbeide for at vår viktigste ressurs, våre ansatte, får forutsetninger for å gi en førsteklasses kundeopplevelse.
  3. Utviklingssamtaler, lønnssamtaler, rekruttering, onboarding & offboarding.
  4. Utvikle en sterk ledelseskultur basert på våre ledelsesprinsipper.
  5. Med kunden i sentrum omsette strategi til effektiv utførelse for å skape en unik kundereise, samt være kundens stemme innad i organisasjonen.
  6. Følge opp og analysere nøkkeltall (KPIer) for å identifisere og drive kontinuerlige forbedringsinitiativer.
  7. Sikre etterlevelse av bransjens regler, beste praksis og selskapets policyer.

Hvem vi søker

Vi leter etter deg som har erfaring fra å lede store avdelinger og gjerne har erfaring fra drift av kundesenter, bransjeerfaring er ingen forutsetning, men det kan være en fordel. Vi ønsker at du har minimum 5 års erfaring i lederrollen med å lede andre ledere. Vi håper du er nysgjerrig og at du liker å utvikle mennesker. Kanskje banker hjertet ditt litt ekstra for den gode kundereisen som fører til økte økonomiske resultater?

Du er tydelig formidler, både i tone og kroppsspråk og trives med å samarbeide på tvers av ulike team og interessenter. Du har en problemløserholdning og er vant til å ta beslutninger og samtidig navigere i komplekse situasjoner. Du er komfortabel med å jobbe i en dynamisk verden og kan enkelt tilpasse deg endringer som kommer din vei. I ledelsesfilosofi ser vi etter deg som kan bidra med å danne klarhet, skape energi, levere med suksess og bygge robusthet.

Hva vi tilbyr

Vi ønsker deg velkommen til et spennende selskap med høye mål og ambisjoner, som kontinuerlig arbeider med å utvikle og utfordre oss selv. Vi sitter i fine lokaler på Bryn i Oslo og tilbyr deg et varmt arbeidsklima, herlige kolleger samt gode fordeler og arbeidsvilkår. Vi tilbyr en fleksibel hjemmekontorordning, men du ser nok også verdien i tilstedeværelse på kontoret?

Søknad

Har du spørsmål vedrørende stillingen, ta gjerne kontakt med Petra Fryxell, Talent Experience Partner, +46 072-741 15 79, eller Tom Kjuusmoen, Director of Operations 911 66452.

#J-18808-Ljbffr

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