Requirements

Operating system

Windows

Our requirements

• A higher educational background, preferably in Finance or IT, combined with several years of experience in a similar role.
• Proven track record in leading multicultural teams, with strong leadership skills to guide the team in alignment with the company’s direction and values.
• Solid professional experience in user support within a domain serving multiple organizational users.
• Strong customer focus and service mindset, consistently striving to develop, improve, and maintain solutions and processes at an excellent standard.
• Confident in representing the company when interacting with users and external stakeholders, such as bank representatives.
• Open-minded and courageous in challenging the status quo, always seeking better ways of working.
• A good understanding of the Software Development Lifecycle from a technical perspective, along with a natural interest in technology and data.
• Excellent verbal and written communication skills, with the ability to engage effectively with stakeholders at all levels.

Optional

• Finance sector knowledge.
• Any experience related to Salesforce- whether from a user, business, or technical perspective is considered a strong asset.
• Experience and knowledge related to our Support Platform “ServiceNow” will be a valuable asset

Your responsibilities

• Being accountable for delivering team contributions to the Scoutz roadmap according to agreed objectives
• Set up and maintain delivery strategy and team organization to effectively deliver what was promised:
• Ensure that your team handles support cases within the agreed SLA- while the team is responsible for day-to-day execution, you are ultimately accountable for meeting service expectations.
• Identify and implement improvements to lift the support area to the next level
• Based on incident data address learnings and findings which could raise quality and maturity in solutions and features
• Address and fix impediments identified in the team
• Through meetings and ongoing dialogues have a close and positive collaboration with banks in the community and with Scoutz delivery teams
• Provide reporting which gives status and data driven insights of the support area to be used – among others - to identify actions which we can implement to raise maturity and quality in solutions and in the overall Scoutz setup
• Ensure high employee satisfaction, performance management and professional development for team members