Operations self-service specialist, Malmö

Nordic Operations for Private Lines Sweden is hiring a Operations self-service specialist. The role is brand new and placed in Malmö/Hyllie and will report to the Operation manager for Private Lines Sweden. The Operations self-service specialist is responsible for connecting the digital customer journey with the analogue journey and increase the level of self-service for customers. To be successful in the role, stakeholder management and working together is key.

We offer you

Together with your colleagues you will play an important role in our digital transformation journey in Operations. As Operations self-service specialist you will drive change by Increase and improve all levels of self-service and its processes. Reducing bumps in the customer journey trough improved and simplified processes and tools. Replacing analogue processes with digital in order to increase the levels of digital communication.

You will continuously drive improvements within Operations. Coordinate and develop the cooperation between Operation, suppliers and other digital departments within the bank.

Other key tasks and responsibilities:

• You will be the special point of contact for customer interaction center and our digital tools such as chat, slow chat etc.
• Responsible for relevant reports & and data collection from our customer journeys
• Increase the levels of digital communication
• Ensure relevant KPIs with in the customer journey (Operations)
• Implement new ways of working and ensure compliant processess
• Contribute to a higher CSAT, NPS and CES (KPI:s for customer satisfaction)
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Are you the one for the role?

For you to be successful in this role we believe you as person to be a very good team player, listener and a good communicator. You have an analytical, data driven and process oriented mindset. You have strong stakeholder management and networking skills. You have the ability to keep the holistic view, even in times of change. You are customer focused and take action on improvement initiatives. You have a good understanding of the digital landscape, the customer journey and how to work and analyze relevant data.

We believe you have the following background:

• Financial education and/or experience
• Solid experience from customer service or related in contact center environment
• Digital communication related to customer service
• Experience from optimizing processes and efficiency
• Change management and performance
• Proven capabilities in a contact center environment

Other relevant skills and competencies for this role:

• Skills in Sitecore or and/or experience in other related systems
• Full working proficiency in English
• Knowledge in lean, safe or similar tools
• Deep knowledge about relevant product and processes
• Knowledge about CES, CSAT and NPS

Join us now – together we will find a better way

Please apply as soon as possible, last application date is March 21st 2022. If you have any questions please contact hiring manager Rhobin Wallgren, rhobin.wallgren@ikano.se

About Ikano Bank

Ikano Bank creates possibilities for better living by offering simple, fair and affordable services, enabling a healthy economy for the many people. Our offer includes savings and loan products for consumers, sales support services for retailers, and leasing and factoring solutions for businesses. We conduct business in Sweden, Denmark, Finland, Norway, the UK, Poland, Germany and Austria. Ikano Bank is a part of the Ikano Group, an international group of companies active within banking, real estate, production, insurance, data analytics and retail, who owns 51 % of the Bank. Ingka Group, a strategic partner in the IKEA franchise system, operating 378 IKEA stores in 31 countries, owns the remaining 49 % of Ikano Bank. Ikano Bank’s head office is located in Malmö, Sweden and the company is registered in Älmhult, Sweden where the business was once founded. Our mission is to simplify the many people’s lives so they can focus on living it. We do this by working together to create simple and meaningful solutions based on fair terms that bring value to our customers.

Find out more about us on www.ikanogroup.com