Head of B2C Client Service

About the role

The Head of B2C Client Service will lead the end‑to‑end customer lifecycle for a leading financial services organisation, overseeing onboarding, credit application processing, after‑sales service and retention. Reporting to the COO BeNeLux, you will drive operational excellence, digital transformation and continuous improvement across a large team.

Key responsibilities

• Lead and supervise all B2C onboarding and after‑sales activities across the full customer journey.
• Manage an organization of roughly 60 employees through multiple team leaders.
• Ensure operational, commercial and service performance while maintaining high customer satisfaction.
• Define and execute operational strategy aligned with growth objectives.
• Drive transformation, automation, digitalisation and continuous‑improvement initiatives.
• Participate in operational management committees and strategic decision‑making.
• Lead change‑management programmes and support teams through organisational, technological and cultural shifts.
• Collaborate with Sales, IT, Risk, Marketing and other functions to optimise end‑to‑end customer journeys.
• Establish governance frameworks, KPIs and performance‑monitoring mechanisms.
• Foster a culture of accountability, coaching and development.

Required profile

• Master’s degree or equivalent experience.
• Minimum 8 years of experience in organisational development, operations management or business transformation.
• Proven track record managing large, complex teams.
• Strong leadership, people‑management and decision‑making abilities.
• Demonstrated experience in transformation, change‑management and digitalisation programmes.
• Customer‑centric mindset with focus on service quality and performance.
• Analytical and results‑driven approach.
• Experience in the financial sector is a strong asset.

Required skills

What we offer

• Strategic leadership position within a major financial institution.
• Long‑term, high‑impact assignment.
• Hybrid working model: 50 % onsite, 50 % remote.
• Leadership of a large organisation (≈60 employees) through multiple team leaders.
• Opportunity to combine operational management, transformation, digitalisation and people leadership.