The organisation is a large consumer-focused financial services group undergoing growth and operational transformation of its B2C client lifecycle. This Head of B2C Client Service role exists to lead and scale the B2C Onboarding and After-Sales organisation, using strong organizational development and change management skills to deliver improved customer satisfaction and higher operational efficiency.
The mission
The team runs the end-to-end consumer credit lifecycle: acquisition, request analysis, onboarding, after-sales support and customer retention. The current scope covers around 60 operational staff organised under several team leaders and sits inside the Operations management layer reporting to the COO for the Benelux region. The programme includes process optimisation, digitalisation of customer journeys and stronger data-driven decision making across the department.
Day to day you will define and implement the operational strategy for B2C onboarding and after-sales operations, set governance and KPIs, and drive continuous improvement and automation initiatives. You will coach and develop team leaders, remove organisational blockers, partner with Sales, IT, Risk and Marketing to improve end-to-end processes, and lead the change management needed for new tools and ways of working.
Your responsibilities
- Define and deliver the departmental operational strategy, translating group objectives into measurable KPIs and improvement roadmaps
- Lead and develop a team of ~60 staff through team leaders, raising frontline performance, quality and customer satisfaction
- Drive process optimisation and digitalisation projects that reduce manual handling and shorten customer turnaround times
- Establish governance, dashboards and regular reporting to track commercial, operational and qualitative performance
- Lead change management activities, including stakeholder engagement, training plans and adoption tracking for new tools and processes
- Collaborate with Sales, IT, Risk and Marketing to remove end-to-end friction and ensure a consistent customer experience
Your profile
Essential skills
- At least 8 years' experience in organizational development, with proven results scaling service operations
- Demonstrable leadership of substantial teams, ideally within B2C customer service or operations
- Strong capability in change management, adoption planning and coaching managers
- Proven experience in process optimisation and digitalisation initiatives that improved efficiency
- Comfortable using data-driven decision making to set priorities and measure outcomes
- Excellent communicator in oral and written form, able to engage operational and senior stakeholders
Preferred skills
- Experience in financial services or consumer lending
- Familiarity with automation tools, CRM/servicing platforms and performance dashboards
Languages
- Dutch, C1
- French, C1
- English, C1
Education
- Master degree or equivalent professional experience