Service Transformation Lead

Beschrijving

At NN Group, our ambition is to be an industry leader, known for our customer engagement, talented people, and contribution to society. We are strengthening our emphasis on enhancing operational efficiency, and therefore we are focusing on standardisation, automation, and re-use without losing our focus on CX and growth. Technology and data will enable us to successfully transform our business. To achieve this, in International we have embarked upon a transformation journey, our Ambition 2027, focusing on several workstreams across our markets. We are excited to work towards our ambitious goals for the future. Are you up for a new challenge and would you like to help us shape the future? Read more below and apply!  

What you are going to do

As a Service Transformation Lead you support the Future Ready workstream: Digital and Frictionless Journeys, where you work with the workstream's central business owner at NN International as well as several countries teams. Our workstream's goal is to establish state-of-the-art and AI-enabled digital and frictionless journeys, optimized both for efficiency as well as customer satisfaction. As a Process Owner, you will lead the design and delivery of a variety of initiatives, covering service customer journeys and use cases.to deliver high-impact work. Your focus will be on helping deliver our vision in the Service domain – i.e. how customers engage with NN in the various territories in the normal course of maintaining their policies. You shape the design and stimulate the adoption of the initiatives by various business units, as well as ensure their successful implementation afterwards. Together with the Central Business Owner, you define and co-create initiatives that help to realize our vision for the future. You work on highest-impact projects for the Service part of our stream. In addition, you are the driving force behind strategic implementation with a hands-on approach. You ensure that the initiatives deliver the planned objectives and value.

You will:

• Define, details and prioritise service journeys and use cases for redesign and implementation across multiple countries
• Maintain a balance between strategic perspective and operational execution and delivery. Especially in the immediate-term a lot of your and your team’s focus will be dedicated to initiative design, incl. planning (resources, capabilities), designing roadmap and deliverables , which will progressively move into delivery and execution mode with time
• Drive implementation of Salesforce programme, as a core platform for service transactions across multiple countries in the NN International network. With the help of your team, you will oversee the development of the programme roadmap and priorities, and will drive harmonization effort to align on a single “to-be” processes across countries
• Lead a team of 4 direct reports and 2 delivery squads
• Work closely with the tech lead and solution architects, to align business and operational vision with tech implementation
• Continuously track objectives, budget, planning and implementation for the variety  of defined initiatives– including thinking creatively about how to solve challenges
• Manage a variety of business, operations, and technology stakeholders, proactively and timely informing them about the progress of the various initiatives and keeping them involved in the decision-making process by reporting on OKRs, progress and KPIs of strategic projects/initiatives
• Help develop a cross-country community within the scope of service journeys, to ensure knowledge and best practice sharing
• Identify and mitigate risks, including technical challenges, data quality issues and regulatory compliance
• Manage the expectations regarding risk and quality are shared and escalations regarding the project/initiatives are addressed in a timely manner             

Who you are

You possess a Bachelor’s degree in business management, economics, data science or related field, and project management skills. You have a good understanding of business objectives related to the project, are able to switch communication at different levels and know how to convincingly involve others in proposals and plans. In addition, you should demonstrate curiosity, willingness to try out new things, and look for ways to improve. You should also have an understanding of diverse cultural contexts and effectively working within these environments to ensure successful collaboration and project execution. You also:

• Have a minimum of 8 years of experience in product management or large programme management, customer/agent focused operations, financial service management consultancy within the transformation domain, or relevant domains in financial industry – insurance industry would be an advantage
• Have a previous (line) management experience for at least 3 years
• Have a deep understanding of the service domain and service customer journeys, call center and customer care processes
• Have a strong experience in running change initiatives in financial services domain – insurance industry would be an advantage
• Have knowledge of agile methodologies and portfolio/program management frameworks
• Are fluent in English
• Finally, knowledge of self-service portals and apps, Salesforce software environment, technology in the FS domain and how to deliver business improvement initiatives with significant tech components is an advantage

Who you will work with

You will join the Digital and Frictionless Journeys workstream, with a focus on building seamless digital processes fueled by data and AI. This workstream is dedicated to increasing the efficiency of our operations staff, improving user experience, and decreasing customer effort, while also supporting our growth ambition. By building these seamless digital processes, we aim to increase conversion rates, reduce churn, and improve claims ratios. You will:

• Work with diverse teams within NN International, covering 8 business units (Poland, Belgium, Greece, Hungary, Slovakia, Czech Republic, Romania, Spain)
• Work with product owners and technology experts within NN Insurance International and NN Group
• Work with Delivery squads in NN’s Data & AI Hub to help deliver these initiatives into the various territories
• Work with external partners and collaborators
• Partner with key business stakeholders in Insurance International regional office as well as the centrally driven Value Management Office

This job is a virtual assignment which means you will fully work from home. You will travel regularly to meet your team. This means that the willingness to travel is important for this job position.

What we offer you

NN invests in an inclusive, inspiring work environment and in skills and competences for the future. We match this with employee benefits that are in line with what is needed today and in the future. This way, we offer our employees the opportunity to get the best out of themselves. We offer you:

• A unique opportunity to play an important role in an international transformation programme
• Collaborative opportunities with top-tier technology and business leaders
• You will be exposed to diverse tech landscapes and best practices
• Recognition and growth in a forward-thinking organisation

We offer this job fully remote as a virtual assignment. As part of this role, you will have an employment contract under the local collective labour agreement (CLA) from one of the 11 countries where NN operates. This means you can apply for the job if you reside in one of the countries where NN is located (Netherlands, Belgium, Czech Republic, Poland, Slovakia, Hungary, Romania, Spain, Greece, Turkey, Japan). Once we know from which country you will perform the job, we will be able to inform you better about the local employee benefits.

We bieden je

• NS Business card, ook privé te gebruiken
• 27 vakantiedagen en 1 Diversiteitsdag
• 13e maand en vakantiegeld
• Hybride werken