6As a Service Relationship Manager for the GSC, you will report into the Global Head of Service Relationship Management with the key goal of delivering and maturing the Service Relationship Framework across the GSC organisation. The Service Relationship Manager will ensure that customer needs are met according to mutually agreed performance measures (Service Level Agreements) and internal audit constraints. The Service Relationship Manager will provide the Voice of the Customer within Operations.
The Service Relationship Manager will work closely with the GSC Operations departments helping ensure that service levels are monitored and met, customer satisfaction is high, and issues are managed to resolution, all within an environment where control is paramount.
You and your job
You will be working in a challenging and dynamic environment consisting of six operational disciplines comprised of over 650+ employees and all providing operational services to the global regions with the mission to deliver excellent service quality across Utrecht, London, and Dublin.
You will ensure customer expectations are managed through strong service governance, organisational structures, controls, and processes. Customer Ease and the ‘Voice of the Customer’ being at the forefront of everything you do.
You will help ensure that Service Management is regionalised across the GSC organisation and the disciplines of KYC, FMS, CBS, GBS, Agency and OC&S. While we expect you to be largely self-managing and work under your own initiative, you will also be part of a global team of Service Managers and will ensure that Service Management best practice is at the forefront of what you do, ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
Facts & Figures
- Three GSC regional locations – Utrecht, Dublin & London
- Six GSC disciplines/domains
- Global business lines and branches as service customers
Responsibilities:
- You will be responsible to maintain an effective service relationship with internal and external customers. You will manage issues as an advocate for our customers coordinating resolution across different functional areas ensuring there is strong communication in relation to change and process improvements.
- We expect you to be able to effectively chair customer meetings in an effective and consistent manner, ensuring that service is discussed objectively, improvement opportunities are captured, and a structured approach is taken towards the resolution of issues.
- You will deliver service management reports to customers and stakeholders focusing on.
- Service Level Agreement (SLA) delivery.
- Key Performance Indicator (KPI) Metrics.
- Customer Satisfaction levels.
- Issue and change management.
- Service costs and recharges
- Working with customers, stakeholders, and service providers, you will also be responsible to identify service improvement opportunities and support their implementation.
- You will be part of a global service delivery team, sharing best practices from the Global Service Centre Organisation and contributing positively to the development of a global way of working with our customers and stakeholders
- You will contribute positively to the SRM team, supporting your colleagues (“I make you better”), sharing best practice and always maintain a positive and cooperative outlook.
- You can expect to help develop and execute the Service Relationship Management (SRM) Framework with a keen emphasis on establishing the necessary customer-centric culture and behaviours
About you:
Empathy, customer focus, flexibility and resilience are essential attributes for the role of Service Relationship Manager GSC. You will be persuasive and influential with proven relationship management skills. In addition, it is important that you recognise yourself in the checklist below:
- Significant experience in a Service Relationship Management environment
- Customer focussed; service oriented, self-aware with the ability to work in an international, multi-cultural environment
- Stakeholder Management/networking experience and skills at all (management) levels
- Excellent interpersonal skills – with an ability to build relationships at all levels of the organisation, liaising with both internal and external stakeholders
- Strong communication and presentation skills
- Excellent analytical skills with the ability to convert data to meaningful information.
- Strong report writing skills displaying professionalism through content, format, and attention to detail.
- Continuous improvement mind-set demonstrated by, for example, Lean Yellow Belt certification
- Setting an example by engaging with and actively motivating people to deliver optimum customer service
- Knowledge of products and processes in (wholesale) banking, preferably Financial Markets and Corporate Banking, likely to be demonstrated by 3-5 years of working experience in a relevant role
- Competency in Microsoft Office products (Word, Excel, and PowerPoint)
- Fluency in English (verbal and written) is needed and proficiency in another customer language is desirable (Dutch, Portuguese, Spanish)
- Bachelor or master’s degree with additional qualification in relation to service and/or change management, etc. (Prince II, ITIL, etc.) is desirable.
- Routine evidence of risk and control monitoring.
- Demonstrates commitment and discipline in achieving targets through reporting regularly and consistently, monitoring and reviewing performance against objectives, taking action to ensure objectives are met.
- Decisive with proven problem-solving capability.
Interested?
Do you want to become the ideal version of yourself? We would love to help you achieve this by focusing firmly on your growth, development, and investing in an environment where you keep learning every day. We give you the space to innovate and initiate. In this way, we offer you numerous opportunities to grow and help you exceed your expectations, to do the right thing exceptionally well, and to therefore grow as a professional. In addition, with us (on the basis of a 36-hour working week), you can also expect:
- A competitive salary. Range between € 4.292,40 and € 6.130,64 (Scale 9) or € 5.115,32 and € 7.307,58 (Scale 10). (The classification depends on knowledge and experience)
- A thirteenth month and holiday pay;
- An Employee Benefit Budget of 10%. You decide how to spend this budget. This may include purchasing extra leave days, making extra pension contributions or even receiving a monthly cash payout;
- A personal development budget that you can spend boost your personal development and career;
- Flexible working times and location-independent working;
- An attractive pension scheme, to which your contribution is only 3,5%.
You and the job application process
- Any questions about the job content? Contact: Jane McMorrow, Global Head of Service Relationship Management via Jane.McMorrow@rabobank.com
- Any questions about working at Rabobank and the process? Roy Hendriks, Corporate Recruiter via roy.hendriks@rabobank.nl.
- We will hold the interviews through a video call.
- You can find answers to the most frequently asked questions onrabobank.jobs/en/faq.
- A security check is part of the process.
- We respect your privacy.
