Operations lead [Finland]

 

Date Posted: 12-05-2023

Industry: Financial Services

Job area: Leadership & Management

Location: Teollisuuskatu, Helsinki, Finland

Language: English (US)

Type: Full-time

Experience: Mid-Senior Level

Company Description

About us and our team
Does working at one of Europe’s largest fin-tech companies sound interesting to you? Are you keen to join a rapidly growing team, in an international environment where you’ll get tons of opportunities to develop yourself, and collaborate with colleagues from all over Europe? If so, you are in the right place!

Nets is part of the Nexi group. As a group, we come from the merger and integration of Nexi, Nets and Sia; with a presence in more than 25 countries, more than 10,000 employees across Europe and experience on the market for more than 80 years. We provide limitless growth opportunities for our employees.

Job Description

Why join us in 2023?
Just think of all the virtual shopping platforms, online stores, digital wallets, QR code payments and the contactless payment technology that stands behind them; this is all technology we use daily, the technology that will mark our future. By joining our team, you will be shaping the future of digital banking with us, working in a modern, innovative, and ever-changing environment. As we come from the merger of numerous companies globally, the opportunity to grow, learn and share expertise with colleagues across the whole organization, is enormous.

If you join us in the role of Operations lead, this is what you can expect from us:

Attractive salary and an overall competitive package
Sports and culture benefit
Lunch benefit card
Well-structured training for the job and constant support from your manager
Equipment needed for the role
Statutory Group life insurance
Statutory Accident Insurance
Additional medical treatment insurance
Referral bonuses for recommending new team members to join the company

About your future role
This is the job for you if you are result driven, passionate and like to work in a fast-paced environment.

You´ll be part of our awesome Contact Centre team in Finland - a team of great colleagues with a positive and forward-thinking mindset. You get to work with freedom under a framework and a certain flexibility. You like to develop and see the result of your work

This role makes you focused towards our customers and stakeholders - meaning you´ll be:

Overall responsible for the implementation of new and updated operational procedures
Deeply involved in discussing setup for new customers and services
Engaged in optimizing our procedures to the benefit of our customers
Ensures that the is team capable of reacting in near real-time to the necessary events
Bring forward ideas for new or updated customer services when opportunities present itself

Your key responsibilities as Operational lead will be:

To work with the Contact centre (CC) team to identify areas of improvement in daily operations and ways of working
Tracking workload and delivery on customer SLAs (Service level agreements)
Ensuring clear communication to the CC team on operational procedures
Supporting an updated knowledge database on all relevant procedures & tasks
Act as the escalation point for operational matters
Keep track of the CC team skill overview to ensure sufficient skills and resources for all tasks
Works closely with manager to include operational aspects to key managerial work & initiatives
Supporting with staffing and optimal resource situation for all tasks
Facilitates learning sessions in and outside of the team on operational matters
Involved in the hiring process for potential new employees
Assessing resources and needed operational setup for new services and customers
Deliver data for reporting for the CC team
Approving time registrations

Qualifications

What makes you the best person for this job?
Now when you read about the role, are you curious to discover more? If your answer is yes, check what qualifications make you the right candidate to apply. But keep in mind one thing - on top of your skillset, knowledge and experience, it's your potential that makes a difference for you to achieve your goals in everyday work.

Qualifications needed to be successful as our Operations lead:

You have multiple years of experience working in the Contact centre environment
You have worked in more responsible positions earlier as a Contact centre coach/team leader/service-level responsible
You have a strong analytical mindset and great communicative skills – verbally and in presenting improvement areas
You have a proactive approach towards potential changes to come and a strong reactive, constructive attitude towards changes to the current set-up
Comfortable with going into dialogues with the team on all operational matters
Ensure that escalations and cases with doubts about operational elements are clarified and communicated clearly
Empowers the team to resolve as many issues as possible by themselves
Works independently and structured with a great sense of prioritization
Develops and deliver data sets when needed
You need to speak and write Finnish, Swedish and English language fluently

Additional Information

Apply now!
By simplifying payments and enabling people and businesses to build closer relationships and grow together, we bring change to the lives of everyone around us. Joining us means becoming part of the international team that actively creates an easier tomorrow for every citizen, bank, and business.

If this is the right job for you, we would love to hear from you! Please apply as soon as possible. We will review all applications ongoing and close the position as soon as a new team member has been found. We are committed to creating a diverse culture in which talents from all walks of life can feel like they truly belong. By reading about this job opening, you are one step closer to getting there.

If you are curious about working with us, but feel this is not the right role for you at this time, please join one of our communities following this link: www.nets.eu/careers/Pages/nets-job-openings.aspx#Communities
This way, we can stay in touch for future job openings.

We look forward to getting to know you!

 

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