Head of Customer Support

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.