The Finance department provides all-round first-line service and support to our customers in the Benelux. The team focuses on financial queries, invoices, limits, onboarding and master data. Through the use of Microsoft Dynamics and the Genesys telephone system, it is clear to everyone who has provided support to which customer and at what time. This strengthens collaboration within our organization and ensures that customers have a personal and consistent experience with DKV.
Finance is a customer-focused, KPI-driven department where, as Team Lead, you are expected to stay close to the team and actively work alongside them as a hands-on team lead. On the one hand, you ensure the availability of your team members for the adequate handling of customer queries; on the other hand, you monitor customer satisfaction. This can create a tension: speed of handling and care towards the customer do not always go hand in hand. We expect you to be able to assess what should take priority at any given moment and to guide your team accordingly.
As Team Lead, you contribute to the continuous improvement of DKV processes and the services provided by our consultants. You do this together with your direct colleagues and the Team Manager Customer Service, to whom you report in this role.
Your responsibilities:
- You work closely with the Team Lead Customer Consultancy in the Benelux.
Together, you ensure the best possible service through excellent collaboration between the various back-office teams.
- You know what is going on within your team. You recognize talent, motivate your team and create a positive working atmosphere.
You radiate confidence and calm: you are the person employees turn to when something is going on.
- You actively manage KPIs such as speed and accuracy of handling, and you use dashboards to encourage the team to achieve these goals.
- Together with the team, you monitor customer limits and outstanding invoices. You actively manage the collection process.
Within the agreed credit guidelines, you are authorized to make decisions in order to maintain the balance between the customer relationship and DKV’s interests.
- You monitor the quality of onboarding for new customers and, together with the team, ensure accurate and up-to-date master data.
- You have knowledge and experience in process optimization, or you are willing to develop in this area.
- You put the customer first and strive every day to achieve the highest possible customer satisfaction.
