Team Manager Customer Operations Älmhult

Ikano Bank is looking for a Team manager within customer operations in Älmhult. In your role as a Team manager you are responsible for both operational and staff issues. You lead, coach and develop our employees in accordance with Ikano Bank's values and ensure that the work of the department evolves forward and works as efficiently as possible. You have staff responsibility for approximately 15 employees. You will report to the Site manager within customer operations.

Is this the right challenge for you?
We are looking for someone with a passion for leading and developing people. You lead by a good example. You are driven to affect your work situation and the future of the company and believe that most things can be achieved - together. You are customer focused and not afraid to take initiative. You have the ability to communicate your opinion and see opportunities and able to act on them instead of seeing problems. You like working in a changing environment and are good at building relationships with the people around you. We want you to be results-oriented, curious and happy to delegate responsibility to make sure that your employees grow in their roles.

We offer you a challenging position in an inspiring work environment where working together and fast decision-making is mixed with joy. You set the limits for your own development. Your application can be a start of a long lasting relationship and we hope that you would like to contribute with your will and competence.

Key responsibilities
On a typical day, you would be responsible for the following initiatives at Ikano :
- The Team Manager is expected to work in the operational environment of Customer operations. Being a team manager in customer operations implies that the person has experience in the area, ability to work operationally and have IT system knowledge.
- Responsible for implementing improvement initiatives initiated by the site manager.
- Responsible for changes and implementation within customer operations compliance.
- Responsible for efficient customer operations, including the right tools and processes in place.
- Responsible for optimization of resource usage in Customer operations and deliver according to agreed SLA´s towards other parts of the organization.
- Collaborate with Process Managers in order to identify and implement improvement initiatives in the customer operations. This includes providing input about the current performance and areas for improvement.
- Ensure that the Customer operations Agents in the team have the right skills to perform their daily work including training of new employees in their work.
- Coach your agents to ensure that they fullfill their personal targets and have a strong customer focus.  
- Plan and manage the daily business together with workforce management to secure that we have a unforgettable delivery towards our customers.

As a Team manager, the role has a number of responsibilities from a HR management perspective too:
- Create a dynamic work environment where people continuously develop and contribute to our goals.
- Coaching employees to achieve business targets and high customer satisfaction, always on fair terms.
- Promoting the essence of Ikano in your day-to-day leadership.

Profile and qualifications
Experience from optimizing customer operations from a process improvement perspective.Experience from bank or finance sector.People and service oriented.Coaching teams and individuals towards business and project targets.Understand and manage teams and individuals in change processes.Strong communication skills, both written and spoken English and Swedish.Ability to keep the holistic view, even in times of change, constantly keeping track of the overall goal.Some years of proven leadership experienceMake things happen, ability to take ownership and responsibility,curious and want to challenge the "as-is".