Manager Customer Care Retail

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Job Description

Job Title:Manager Customer Care Retail

Job Location: Avenue Fonsny, 38 - 1060 Sint-Gills

Duration: 4 months

• Description
• Company presentation

NN is a life insurance company with great aims in Belgium. We protect what our customers hold most dear: their family and those close to them. We believe that insurance is a very personal matter and by keeping things personal, our goal is to make all the difference.

With 1.4 million unique customers, 600 happy employees and an annual turnover of 1 billion euro, NN is part of a strong international group.

As Manager Customer Care Retail, what will your share be in the success of NN?

As manager of a Customer Care department, you will be the figurehead of great customer service. Working with your teams and colleagues, you will be dotting the i’s to make a difference for our customers. You enjoy seeing your team excel and will ensure that each member is comfortable and in the right place.

Job description and tasks for the Manager Customer Care Retail

You will play an active and central role in managing our customer service teams for Retail , from gaining new business right through to processing claims.

• In your day-to-day work, you will focus on improvements and First Time Right, as well as on quality for our customers. To keep all of this on track, you will establish the link between KPIs, SLAs and customer service.
• You have a talent for analysis, are versatile and very adaptable. This means you are able to implement strategic changes successfully once you have convinced your stakeholders about your views. You are enthusiastic in the way you present your vision, set out the required result and explain the positive effect it will have on your teams so that they become just as enthusiastic in providing their support.

The skills boxes that you can tick as the ideal candidate:

You have a passion for customers and are an experienced hand in managing large teams (with team leaders). Your strong leadership and communication skills inspire and encourage people to lend their support in providing outstanding service for our customers.

• As a manager, you have strong strategic and customer focus.
• You have in-depth knowledge of Life products and a proven track record in optimising processes and IT applications in order to improve service and drive down overheads. You’ve experience with Document Handling.
• Thanks to your excellent business insights and interpersonal skills, you are able to work across business lines at a management level to exercise influence and implement changes with an eye to achieving shared objectives.
• You are able to achieve business, cultural and technological changes in a legacy environment for traditional life insurance products.
• You enjoy motivating people, coaching them and enabling them to grow in terms of their knowledge and attitude to our customers.
• You have no problem speaking and writing Dutch and French, plus you have good knowledge of English.

Care. Clear. Commit. NN provides a job that works for you.

NN needs people like you. People who are genuine and committed. People willing to give the best of themselves for our customers. People with fresh ideas and the kind of drive that enables them to take the initiative. And people who are totally at home with our values. But, especially, we need people with a unique personality that really makes a difference. In particular, be yourself. That’s what we value and appreciate at NN!

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• Roles
• Senior Manager Customer Care RetailMost recent experience This year
• Skills
• Back Office Level Expert Most recent experience This year
• Document handling Level Expert Most recent experience This year
• Monitoring SLA / KPI Level Advanced Most recent experience This year
• People management Level Advanced Most recent experience This year
• Salesforce Level Nice to have Most recent experience Any time
• Languages
• Dutch Level Native or bilingual proficiency
• English Level Professional working proficiency
• French Level Native or bilingual proficiency
• Questions
• Do you have experience(s) in Insurance ?
• Can you describe your last experience as Manager Customer Care Retail ?
• Locations
• Main address Avenue Fonsny, 38 - 1060 Sint-Gillis
• Remote option PARTIALLY REMOTE