Customer Experience & Service Management Manager

isabelgroupBrussels, Brussels, Belgium

On-site Full-time

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Experience Level

Manager

Qualifications

Qualifications:A proven track record in customer service management, preferably in financial services. Strong analytical skills with the ability to leverage data for operational enhancements. Exceptional communication and interpersonal skills. Experience with digital transformation and AI technologies is a plus. Leadership experience in managing diverse teams.

About the job

Join Us in Shaping the Future of Finance

At Isabelgroup, we believe that true innovation arises from the synergy of people and ideas. We are not just developing technology; we are cultivating a comprehensive ecosystem where every contribution is valued, and your efforts can create a significant impact.

We seek inquisitive minds and collaborative innovators who understand that success is a collective journey of growth, learning, and challenging conventional wisdom.

If this resonates with you, we invite you to explore this opportunity.

Your Responsibilities

Are you passionate about empowering teams to deliver exceptional customer experiences, particularly in the demanding landscape of financial services? Can you navigate discussions around SLAs and KPIs while also coaching and catalyzing change? If so, this position could be your next step.

As the Manager of Customer Experience & Service Management, you will lead our Customer Service Operations team at Isabelgroup. Your mission will be to ensure that our customers receive outstanding support, while you continuously enhance our methods using data, technology, and AI.

In this compliance-driven environment, your role will be pivotal in fostering reliability, trust, and customer satisfaction.

Your Key Tasks Include:

Leadership & Development of the Customer Service Team

Manage and inspire a diverse team comprising:
- First-line Support Specialists
- Technical Support Specialists
- Service Delivery Managers
Foster a culture grounded in accountability, empathy, ownership, and continuous improvement.
Mentor and develop team members to help them achieve their professional goals.

Operational Excellence

Oversee the daily operations of Customer Service and Service Delivery.
Ensure that we consistently meet and exceed SLAs and KPIs, emphasizing quality, responsiveness, and customer satisfaction.
Serve as the primary escalation point for complex customer issues.

Champion Digital Transformation & AI Initiatives

Lead efforts to integrate digital transformation strategies and AI automation into our service delivery.

About isabelgroup

Isabelgroup is a leader in financial technology, committed to fostering innovation and collaboration within the financial services ecosystem. We empower our teams to drive change and deliver exceptional service to our clients.

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Customer Experience & Service Management Manager

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