Operational Performance Manager

Operational Performance Manager

The Role

We’re looking for a colleague who loves making sense of numbers — not just reporting them. As Operational Performance Manager within the operational department, you turn data into action. You track and monitor performance, spot what’s working (and what’s not), and help the team make better, faster decisions. You’re curious, structured, and hands-on — able to connect the dots between data, people, and customer experience.

This role is key to our transformation journey. You’ll help the Operations measure what matters, understand its performance, and continuously improve how we serve our customers.

What You’ll Do

Data & Performance

• You collect, analyse, and interpret operational data to understand how the operational teams are performing.
• You go beyond monitoring and reporting — you explain what the numbers mean, You identify trends, bottlenecks, and improvement opportunities, turning insights into practical steps actions
• You build and maintain live data dashboards and reports (mainly in Excel and Power BI) that are clear, reliable, and actionable. You help define and track KPIs, ensuring they’re meaningful and aligned with business goals.

Continuous Improvement & Projects

• You support or lead projects aimed at improving efficiency, quality, and customer satisfaction.
• You collaborate with team leads to translate insights into actions and measurable improvements.
• You actively contribute to ongoing transformation projects within operational teams.
• You support the reporting and follow-up of incidents towards the product development teams.

Communication & Collaboration

• You present findings clearly — visually and verbally — to both operational teams and management.
• You make sure performance data is understood and used, not just shared.
• You work closely with colleagues across departments (product development teams, Data & AI, Risks, etc.) to align insights and initiatives.
• You bring a structured, positive, and collaborative attitude to every discussion.
• You are familiar with Artificial Intelligence and support AI development and integration.

Who You Are

• You have experience in operations, performance management, or data analysis — ideally in a service or contact centre environment.
• You’re fluent in English and one of the national languages (French or Dutch).
• You’re highly comfortable with Excel and PowerPoint and have experience or interest in Power BI.
• You’re analytical, curious, and good at turning numbers into clear messages and decisions.
• You think and work in project mode: structured, reliable, and delivery-focused.
• You’re proactive, down-to-earth, and motivated to make a difference in a growing digital bank.