Head of Customers

20 hours ago


København V, Denmark Danske Bank Full time

Hvem er vi og hvor er vi på vej hen?

Danica står foran en spændende tid med digital transformation og optimering af vores forsikrings- og pensionsløsninger. Vi er dedikerede til at forbedre vores service og tilbyder vores medarbejdere et inspirerende arbejdsmiljø, hvor både personlig og professionel udvikling værdsættes.

Med vores strategi Forward 28, der blev lanceret 1. januar i år, skal området Health & Care blive bedre til at få vores kunder tilbage på arbejde efter en sygemelding samt arbejde med data, processer og kvalitet i vores kundekommunikation. Som en del af denne indsats etablerer vi et nyt team “Kunder & Kvalitet” med reference til direktøren for Health & Care Teamets formål er at arbejde dedikeret på at forbedre kvaliteten i dialogen med vores kunder, der har behov for Danicas forsikringsprodukter og -services. Dette inkluderer ansvaret for behandling af kundeklager i Tab af Erhvervsevne, visse Kritiske Sygdomme, og delvist Sundhedsforsikrings-sager.

Vi søger den rette leder, der kan hjælpe Health & Care med at udvikle vores faglighed og kvalitet samt skabe stærkere klage- og ankenævnsprocesser. Lederen vil få mulighed for at arbejde med dygtige medarbejdere og lederkollegaer og dermed få indflydelse på hele Health & Cares kultur. Lederen vil have et team på fem dygtige jurister og sagsbehandlere i reference og vil selv med reference til direktøren for Health & Cares blive del af ledergruppen.

Hvordan ser rollen ud?

Formålet med rollen som Head of Customers & Quality er at opretholde og forbedre kvaliteten i Danicas H&C produkter og services, med et særligt fokus på klage- og ankenævnssager. Fokus i afdelingen vil initialt være at forbedre kvaliteten og kundedialogen og over tid skal vi udvikle os til en kvalitetsafdeling, der tilfører værdi til hele sagsbehandlingsprocessen. Opgaverne indeholder

- Drift af klage- og ankenævnssager, herunder ledelse af seks medarbejdere.
- Sikre tæt samarbejde og koordination af indsatser med alle områder i Health & Care, samt jura, salg, produktudvikling.
- Overtagelse af eksisterende kvalitetsprojekt og implementering af en kvalitetsafdeling med fokus på kundekommunikation og kvalitet i TAE sagsbehandlingen.
- Ansvar for organisatorisk læring fra TAE -afgørelser, herunder identificere og implementere forbedringer baseret på klager og ankenævnskendelser.
- Overvågning af tendenser i ankenævnets vurderinger og sparring med andre kommercielle selskaber for at optimere støtte til TAE-afgørelserne.

Hvem er du?

Vi leder efter en erfaren leder, der har drevet forandringsledelse i en lignende stilling. Du har strategisk erfaring og en dyb forretningsforståelse, og du er i stand til at styrke vores organisation gennem indsigtfulde beslutninger og innovative løsninger.

Du har stærke evner inden for stakeholder management, og du har tidligere været vant til at samarbejde på tværs af afdelinger. Derudover har du et indgående kendskab og solid dømmekraft ift. TAE og VKS klage- og ankenævnssagsbehandling og har et stærkt fokus på kvalitet, procesoptimering og strategisk udvikling. Du er med dine gode kommunikationsevner i stand til at samarbejde, opbygge tillid og skabe positive relationer, samtidig med at de bidrager til vores fælles mål.

Hvad vi tilbyder

Hos os bliver du en del af en organisation i vækst, hvor du både personligt og professionelt kan gøre en forskel. Vi tilbyder et moderne arbejdsmiljø i splinternye lokaler i hjertet af København med mulighed for hjemmearbejde 1-2 dage om ugen. Du vil blive en del af et fantastisk team, der ser frem til at byde dig velkommen, og du vil modtage en attraktiv lønpakke.

Er du interesseret? 

Smid din ansøgning allerede i dag. For yderligere information om stillingen, er du velkommen til at kontakte Mikkel Lykke Larsen, Head of Health & Care: miklars@danicapension.dk .

Vi ser frem til at byde dig velkommen i Danica-familien, hvor vi sammen stræber efter at være de bedste på markedet



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