Incident manager for CLT (NL/FR)

The purpose of your role is to ensure the availability of the Customer Loyalty Teams in Belgium by managing their incidents.

Our team is situated on the different CLT locations.  In Brussels, Ghent, LLN.
Your primary working location will be one of these 3 locations. But you are also flexible to work on the other locations if needed.

Your key responsibilities

• You coordinate incidents impacting the CLT
• You communicate with a clear storyline towards the impacted CLT members and other relevant stakeholders.
• You represent the CLT organisation during incidents in the (virtual) war room.
• You are willing to work in an ‘on call’ system, to ensure availability of our team 24/7
• You will work on different projects with focus to avoid impact for CLT (eg. Decoms, hardware rollout…)
• You develop improvements to detect incidents before the customer notices them - We discover the issue first!
• You create workaround scenarios and provide client and employee impact calculations.
• You use your stakeholder management to make agreements on both future and current incidents and resolutions.
• You ensure the incident mgmt process is well known within the different client services organisations (Retail, Business, KYC and Fraude).

We look for

A colleague with a talent for taking it on and making ithappen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

As an Expert member Central Support you will also need:

Knowledge

• Bachelor or an equivalent level of work experience
• A relevant knowledge or work experience within preferably Incident management,  ITS organisation AND/OR Technical support is a huge plus
• Knowledge of the bank world, business and products is a huge plus

Communication:

• Strong knowledge of Dutch, French is a must
• A good communicator, both in speaking as in writing
• Can represent his manager in meetings and projects.
• Is comfortable in contact with senior mgmt.
• An excellent team player

Problem solving:

• A ‘do it, try it, fix it’ mentality.
• Strong Analytical skills.
• Ability to provide creative solutions.
• Proactivity: takes ownership to find proactive solutions and workaround processes.

We offer you

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

• Personal growth & challenging work with endless opportunities to realise your ambitions.
• An informal, dynamic environment with innovative colleagues supporting you.

Furthermore, within the Central Support department, you can count on a range of opportunities to invest in your personal and professional growth:

• You will learn how the bank and its products work ‘on the job’.
• You will Get to know a lot of people! You will have daily contacts with the CLT departments, but also the other departments of the bank (Tech, Tribes, …)
• You will be involved in challenging projects.