Head of Operations Services, Ikano Bank Malmö

As our Head of Operations Services, you will work with areas such as our customer experience solutions, work force management and performance measurement in general. You will be part of Ikano Bank, where we create possibilities for a better living by providing banking and financial services. We do it with different perspectives, natural curiosity and long-term focus. A unique chance for greater responsibility and future opportunities. Let’s achieve great things together.

Let’s make a difference in finance for the many people!

As Head of Operations Services you will be part of the Operations management team on a global level and report directly to the COO. You will work with all of our markets and its Head of Operations in order to strengthen the continued improvement on whole Operations function, by for example sharing best practice between units. You will lead and manage a team of 4 persons.  The position is placed in Malmö, Hyllie.

 Main Responsibilities

• Global responsibility for our different contact centre solutions where PureConnect is the hub.
• Making sure we have an efficient system administration and that our relevant IT-systems are being up-to-date for  efficient usage in Operations.
• Overall responsible for ensuring efficient support services in the Operations organization working closely together with our local Operations departments in order to secure a global performance.
• Identify synergies within Customer Operations and explore the potential benefits of a blended environment between the different functions in Operations.
• Develop and produce KPI's and SLA's and analysing management reports.
• Working with our Operations units in order to ensure accurate volume forecasts and the required contact centre resources.
• Drive the area of resource utilization through optimal shift alignment to drive cost and effectiveness & efficiency.
• SPOC function for IT incidents, primarily in the Nordics
• Vendor Management
• Being up-to-date regarding new technology and systems in the contact center area
• Create a dynamic work environment where people continuously develop and contribute to our goals
• Coaching employees to achieve business targets and high customer satisfaction
• Lead and manage a team who develop and execute all aspects of supporting services for Operations.

Are you the one for Ikano?

Skills and Capabilities Required

• Strong analytical and statistical skills with the ability to understand and clearly communicate complex data gained in  complex process driven environment.
• Excellent organizational and communication skills and proven track record to effectively influence and negotiate at senior operational management levels.
• Experience from managing positions within Customer Operations and in managing customer service organisations.
• Hands-on experience in delivering global customer service in a contact centre environment.
• Experience from working with and developing systems, preferably in a Customer Service context.
• Experience from multi-language and -site customer service organizations
• Production planning
• Strategic operations knowledge
• Fluent in spoken and written English and preferable also in one of the Nordic languages.

In order to be successful in this role we believe you have the ability to lead new and developing business during changing times in an efficient and simple way. You also have the ability to build trust and communicate clearly with different people in various situations. You have strong coaching skills, leading both teams and individuals. Moreover, you have the ability to balance the needs of the business with the wellbeing of the co-workers.  

We offer you

Operating at the center of events, you will have an active role in various decision forums, represent us to external partners and create a great foundation for further development. This position is more than what meets the eye. You will get the chance to push boundaries and influence your daily work. All as part of a caring and open culture where we live our values, work hard, have fun and operate with a long-term perspective. Because here opportunities arise and growth follows.

How to apply

Ikano Bank collaborates with Academic Search International. For more questions about this role, please contact Senior Consultant Marcus Kleine at Marcus.kleine@academicsearch.se or 0736 50 31 77 or Researcher Johanna Olsson at Johanna.olsson@academicsearch.se or 0709 54 39 01.

Please follow this link to apply:  https://www.academicsearch.se/ikano-bank-head-of-operations-services/  

About Ikano Bank

Ikano Bank offers simple and attractive savings and loan products for consumers, sales support services for retailers, and leasing and factoring solutions for corporate customers. Ikano Bank has a presence in Sweden, Denmark, Finland, Norway, the UK, Poland, Germany and Austria. Ikano Bank is part of Ikano Group, who is an international group of companies operating in the areas of banking, insurance, residential and retail. At Ikano, our vision is to create possibilities for better living. We do this by working together to create simple and meaningful solutions based on fair terms that bring value to our customers. Ikano Group was established in 1988 and is owned by the Kamprad family. Find out more about us on www.ikanogroup.com