Job Specifications
Head of Customer Service Centre
The Role
Our Service Centre is entering a phase of transformation in line with Keytrade Bank growth ambition — new tools, new ways of working, and higher expectations from our customers. We’re looking for someone ready to take that challenge head-on. As Head of the Customer Service Centre, you’ll lead both the daily operation and the transformation journey. You think and act in project mode: structured, pragmatic, and focused on delivery. You combine a strategic view with a hands-on attitude to make real change happen.
What You’ll Do
Strategy & Leadership
You take ownership of the Service Centre’s performance, quality, and efficiency.
You define the vision for the next stage of our Service Centre to ensure industry relevance based on new trends and technologies
You are able to turn it into concrete projects and milestone and ensure the clear priorities is assigned, as well as defining the relevant KPIs to track progress,
You manage the budget and resources smartly, balancing operational needs with transformation goals.
You represent the Service Centre across the organisation, ensuring the customer perspective is always part of the discussion.
You can lead internal, cross-departmental and external operations.
Transformation & Operations
You lead and deliver improvement projects — from new tools to process redesign — ensuring the Service Centre evolves with our ambitions. You continuously challenge how things are done, simplifying and digitalising where it makes sense.
You make sure daily operations run smoothly across all channels (phone, chat, email, social, …).
You monitor performance data closely, share insights transparently, and take action fast when needed.
You step in for complex or sensitive cases when your leadership is required and turn feedback into learning.
People & Growth
You lead and develop a team that’s learning to embrace change and grow with it. You coach and support your people, helping them grow through transformation rather than feel overwhelmed by it.
You promote accountability, collaboration (also with the product development teams), and open communication.
You maintain strong quality standards and ensure continuous on-the-job learning.
Who You Are
You have solid experience leading a Service Centre or Customer Service team and a track record of improving how things work.
You’re comfortable leading change — defining priorities, structuring projects, and tracking these.
You combine a strategic view with operational drive: you plan, you steer, and you deliver.
You are knowledgeable and at ease with Service Centre tooling and technologies, you master omnichannel routing, CRM, Case management, workforce management, etc
You’re calm under pressure, pragmatic, and solution-oriented.
You value clear communication, teamwork, and keeping customers at the centre of every decision.
You’re motivated by challenge and excited to build the next version of our Service Centre.
You are ideally trilingual and at least fluent in English and French or Dutch.
About the Company
Keytrade Bank is a leading Belgian direct bank that caters for the financially autonomous. Via an established platform and app its clientele enjoys a large offer of financial services.
Originally a broker Keytrade Bank has rapidly expanded its existing product.scope The current product scope covers daily banking, trading, online mortgages and numerous investment opportunities.
Keytrade Bank is part of the group Crédit Mutuel Arkéa, one of France’s largest banking groups. This group enjoys the highest ratings attributed i...
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