Manager - Customer Hotline

About the Company

Bankdata builds software for the financial sector. We are nearly 1,000 colleagues developing digital products, platforms, and infrastructure used daily by approximately every third Dane, 200,000 businesses, and thousands of bank employees.

Responsibilities

• Lead a team of approximately 15 employees, including permanent staff, on-call employees, and students.
• Ensure stable operations and high quality in handling customer inquiries regarding mobile and online banking.
• Act as a central link between bank customers, banks, Service Desk, and the development organization.
• Develop team competencies, well-being, and collaboration while creating clear structure and direction.
• Drive continuous improvements in processes and customer experience using data (e.g., Power BI).
• Manage stakeholders and ensure transparency in delivery through regular follow-ups.

Requirements

• Experience from the financial sector or customer-facing digital environments.
• Experience in leadership or clear potential and desire to take on leadership responsibility.
• Ability to create structure and overview in a fast-paced operational environment.
• Strong ability to build trusting relationships and collaborate with various stakeholders.
• Analytical approach with the ability to translate data into concrete improvements.

Preferred Qualifications

• Experience working with service or support functions.
• Understanding of digital customer journeys.
• Ability to thrive in the balance between operations and development.