Team Lead Operations Expertise TBBE

Company

Follow your heart. Use your head.

Money always sets things into motion. At Triodos Bank, with our 1,700 co-workers, we are making money work for positive societal change. Inspired by this mission, for 40 years we have been financing businesses, organisations and projects that seek to achieve positive change in societal, environmental and cultural domains. We are enabled to do so by our customers and investors who wish to contribute to sustainable, fair and humane society. We only invest in the real economy and do not trade in complex financial products. Furthermore we make a point of knowing all the sustainable entrepreneurs that choose to bank with us.

People make the difference: we at Triodos Bank know that all too well. Together we actively contribute to a sustainable society and this starts of course with our co-workers. Several regular moments of reflection and our systematic attention for personal development help ensure that we can make that difference together. We keep each other focused and are all dedicated to the Triodos Bank mission.

Volg je hart. Gebruik je hoofd.

Geld brengt altijd dingen in beweging. Bij Triodos Bank zorgen we er, samen met onze 1.700 medewerkers, voor dat geld bijdraagt aan positieve maatschappelijke verandering. Geïnspireerd door deze missie financieren we al 40 jaar lang bedrijven, organisaties en projecten die streven naar positieve verandering op maatschappelijk, milieu- en cultureel gebied. Dat kunnen we dankzij onze klanten en beleggers die willen bijdragen aan een duurzame, eerlijke en humane samenleving. We investeren alleen in de reële economie en handelen niet in complexe financiële producten. Bovendien vinden we het belangrijk om alle duurzame ondernemers persoonlijk te kennen die ervoor kiezen om bij ons te bankieren.

Mensen maken het verschil: dat weten we bij Triodos Bank maar al te goed. Samen dragen we actief bij aan een duurzame samenleving en dat begint natuurlijk bij onze medewerkers. Met periodieke momenten van reflectie en onze systematische aandacht voor persoonlijke ontwikkeling kunnen we ervoor zorgen dat we samen dat verschil kunnen maken. We houden elkaar scherp en zijn allemaal toegewijd aan de missie van Triodos Bank.

Écoutez votre cœur. Servez-vous de votre tête.

L’argent fait toujours avancer les choses. Avec ses 1 700 collaborateurs, la Banque Triodos met l’argent au service d’un changement sociétal positif. Inspirés par cette mission, nous finançons depuis 40 ans des entreprises, des organisations et des projets qui visent à apporter des changements positifs dans les domaines sociétal, environnemental et culturel. Nous y parvenons grâce à nos clients et nos investisseurs, qui souhaitent tous contribuer à une société durable, juste et humaine. Nous n’investissons que dans l’économie réelle et ne négocions pas de produits financiers complexes. Nous tenons en outre à connaître tous les entrepreneurs engagés dans le développement durable qui choisissent de faire appel à nos services bancaires.

Nous pouvons tous faire la différence et nous, chez Triodos Bank, ne le savons que trop bien. Ensemble, nous contribuons activement à une société durable, et cela commence bien sûr par nos collaborateurs. Grâce à des moments de réflexion réguliers et à l’attention que nous portons constamment au développement personnel, nous pouvons faire la différence ensemble. Nous nous entraidons pour rester concentrés sur la mission de Triodos Bank, à laquelle nous sommes tous dévoués.

Function

In 2022 and 2023, we initiated a transition to a unified "One Bank" operating model. For our Customer Services division, this entails the adoption of an integrated organizational structure that prioritizes streamlined and efficient processes. Our aim is not only to enhance customer experience but also to elevate the quality of our operational processes, ensuring comprehensive oversight and control across the entire organization.

We are looking for an experienced professional & manager to join forces together and take on the challenge of:

Team Lead Operations Expertise TBBE

As Team Lead Operations Expertise in TBBE you are responsible for delivering excellent customer services related to accounts openings, payments, investments, legacies, seizures, dormant accounts, file-related customer calls, mails, secured messages, reporting on regulatory requirements (CRS, FATCA, …). You drive the delivery and quality improvement of Operations activities across your team.

What’s your focus?

• Steer a team that is responsible for timely and compliant execution of all customer operations and transactions activities.
• Make sure that the team is operationally efficient, both in capacity as well as competencies.
• Together with the Head of Customer Services TBBE, set clear qualitative as well as quantitative objectives, KPI’s and year plans for the team, closely monitor if these are met, and take action if needed.
• Provide management information on the operational performance of the teams.
• Implement new projects in the team which make the team more efficient.

Key responsibilities

• Team Building and Leadership: Create a collaborative and highly effective team environment, focusing on the most effective customer engagement channels.
• Ownership in liaising with other departments involved in serving our customers, such as the personal banking teams, Customer Due Diligence (CDD) for Retail, and Business Relations.
• Support team members in handling and assessing complex customer inquiries.
• Performance Management: Monitor, evaluate, and improve performance metrics within the team.
• Continuous Improvement Program: Take ownership and commit to the objectives of the ongoing program for continuous operational improvement, using data-driven insights. Implement the identified improvements timely and efficiently in the operational organization.
• Risk and Compliance: Oversee compliance with legal, regulatory, and internal policies to ensure the company remains in control and compliant.

Assuring execution of first-line risk duties (e.g. key control tests).

Profile

This is you:

A true people leader and facilitator for all co-workers in your team, you are able to explain the Operations Expertise strategy and business plans, set appropriate performance objectives, motivate co-workers to do extraordinary things to achieve the objectives, drive personal and professional development, FLOW dialogues and coach direct reports to reach their full potential.

This is complemented by:

• Experience in an Operation and Payments environment, including relevant management experience.
• (Willingness to develop) LEAN competencies (preferably a green belt certification.
• Excellent communication skills in English, Dutch and French.

The team

The Operations Expertise team TBBE of 9 FTE. As team lead, you will report to the head of Customer Services TBBE.

Offer

What can we offer you?

• A contract of indefinite duration
• A salary in line with the market, communicated transparently. For more information about our remuneration policy, see the "5 reasons to apply for a job at Triodos
• "An extensive package of extra-legal benefits including: meal vouchers, eco vouchers, group and hospitalization insurance, 100% reimbursement of public transport, a company bicycle, etc.
• The possibility of 2 to 4 days of homeworking per week
• An individual follow-up with a personal development plan to develop your talents.
• A great working atmosphere based on our values and where the well-being of the employee is central.
• Great colleagues with the same sustainable, social or cultural interests as you.
• A job with impact!