Strategic Banking & Insurance Contact Center Leader

Axis Group; Antwerpen; On-site; EUR 90,000 - 120,000; Full time

Job summary

Axis Group is seeking an experienced Contact Center Manager in Belgium to lead a dynamic team focused on efficiency and customer value. You will design channel improvements, collaborate with policy, and drive performance across the contact center and related channels.

With 5–7 years in banking/insurance and strong leadership, you will develop talent and implement innovative initiatives while ensuring compliance and effective reporting.

Qualifications

• Master's mindset with strategic thinking for contact center operations.
• Ability to lead and develop teams in a dynamic banking/insurance context.
• Strong focus on efficiency, channel synergy, and customer value.

Responsibilities

• Lead the Contact Center with a focus on efficiency in day-to-day operations and during change.
• Design and monitor channel improvements to increase customer satisfaction and streamline processes.
• Collaborate with policy and other channels to align objectives and operations.
• Develop performance standards for the Contact Center in line with channel policy.
• Foster collaboration between Contact Center and digital/branch channels.
• Organize the department for cost-effective operations and talent development.
• Ensure optimal staffing by placing skilled employees in right roles.
• Provide clear communication and regular coaching to achieve goals.
• Drive ongoing process improvements and reduce unnecessary interactions.
• Maintain a broad stakeholder network to enable collaboration and opportunities.
• Report data accurately to support strategic decision-making.
• Identify risks and ensure compliance with laws and internal requirements.

Skills

Leadership

Strategic thinking

Process optimization

Stakeholder management

People development

Education

Master's degree

Job description

Axis Group is seeking an experienced Contact Center Manager in Belgium to lead a dynamic team focused on efficiency and customer value. You will design channel improvements, collaborate with policy, and drive performance across the contact center and related channels.

With 5–7 years in banking/insurance and strong leadership, you will develop talent and implement innovative initiatives while ensuring compliance and effective reporting.