We are on the outlook for you who is ready to take up the challenge as the one having overall responsibility for leading our Transformation, Implementation and Management Support for Life & Pension, Private Wealth, within Customer Service Delivery in Danske Bank!
As Head of Transformation, Implementation and Management Support, you have a significant impact on Customer Service Delivery’s (CSD) role in enhancing collaboration across the bank to realise our ambition of becoming #1 in customer experience. This is done through strategic direction setting, process excellence, operational implementation of E2E customer journey transformation projects and capability building across CSD’s transformation and implementation areas.
Become part of a highly skilled leadership team
The team you will join has an overall and shared goal of ensuring smooth and stable operation for our customers. In daily life, you will become one out of four business area leads in the unit called CSD Life & Pension, Private Wealth. The team is using each other for sparring and close cooperation. Besides this, you will become the leader of 15 engaged employees who are recognized by eagerness to learn and by co-creating a culture, where each individual is appreciated for their contributions. We are working in a set-up with high pace, agile development with 2-weeks sprints, flat hierarchy and an overarching customer-focused approach.
You will have your seat either in Høje Tåstrup (DK) or Vilnius (LI), and, as the team is split equally on those two locations, some travelling must be expected.
Drive initiatives on strategic, tactical and operational levels
The role includes a professional responsibility for transformation projects and implementation deliveries. This entails driving and delivering on the area’s Customer Journey transformation roadmap through effective project execution and continued development of methods and tools. Besides this, training of employees within specific competency areas will be your responsibility. These areas include Process Excellence/ Lean in an E2E Transformation mind-set, Services Delivery excellence, Agile and Project management and last but not least - Digitalisation.
Extensive experience with strategy work in a complex environment
- Develop the CSD unit strategy, drive strategy execution and provide regular deployment updates to key stakeholders
- Lead the strategic direction and roadmap for the customer service delivery areas and customer journey transformation within tax reporting, pension and estate handling
- Ensure continued strong day-to-day business partnering between functional service delivery areas and thereby contributing towards positioning CSD as a strong partner to the business
- Drive strong engagement with Wealth Management Business Development to build end-to-end transformative capability
- Monitor and drive the agenda for your area within finance, performance management, communication activities, HR-related tasks and general management support
You have a minimum of 2 year’s Senior Management experience combined with a sound understanding of and significant experience with process excellence and quality management,, the strategic agenda for Customer Journeys and E2E process transformations in a complex environment. Furthermore, you are experienced in operating and developing a consulting unit. Ability to manage a highly varied and complex workload is crucial to be a success in this role. You possess outstanding organisational skills, cross-functional collaboration capabilities and understanding of local needs in complex projects to bridge stakeholders across the Group. You have a wealth of empathy and are able to problem frame and drive problem resolution with people onboard.
In daily work, your colleagues experience you as a superior communicator with great interpersonal skills and the capabilities to inspire and motivate. Your leadership style is inclusive and appreciative and you put a pride in making the best possible settings for your employees to grow and succeed.
Successful track-record as a manager as well as fluency and ability to negotiate in English, is a prerequisite for applying.
If you have questions for the position, please feel free to contact Christa Nielsen, Head of Life & Pension, Private Wealth on +45 40 49 82 11.
Send application and CV no later than 04.09.2019.