Would you like to lead an experienced team, develop ways of working and strengthen the experience for the bank's corporate customers?

DNB is developing the Client Solution organisation to support sustainable growth and an increased inflow of customers, and is now seeking an experienced leader for the role of Head of Client Services.

You will report to the Head of Client Solution and lead one of the three new departments within the section, which is currently going through a change journey. Standardisation, digitalisation, automation and data-driven follow-up will be important prerequisites for this transformation. Several initiatives are under way to support this journey, both within the line organisation and through projects initiated centrally by the group.

As part of the management group, you will play a central role in turning the strategic direction into concrete priorities, behaviours and measurable results.

About the role

You will lead the Client Services organisation, which supports corporate customers and internal stakeholders in key parts of the customer journey. The organisation brings together experienced specialists responsible for delivering qualified customer service to both new and existing corporate customers, including onboarding of new customers and ongoing service for existing customer contacts. The team consists of 15 employees and a number of external consultants.

Your assignment is to develop a clear, customer-oriented and scalable service organisation with shared priorities, areas of responsibility and ways of working. Together with the team and our counterparts at the head office in Oslo, you will strengthen collaboration throughout the customer journey, improve accessibility and service quality, and drive continuous improvement. You will work closely with relevant business and product areas to ensure efficient delivery throughout the process and a consistent customer experience.

Main responsibilities

• Lead and develop the Client Services team with clear direction and allocation of responsibilities.

• Ensure accessible and consistent high-quality service throughout the customer journey.

• Improve business results through standardisation, digitalisation, automation, self-service and data-driven follow-up.

• Strengthen collaboration throughout the customer process within DNB and take process ownership responsibility for the local processes for onboarding and ongoing service.

• Use customer insights, data and feedback to prioritise improvements and achieve measurable results.

Your profile

• A customer-oriented and forward-looking leader who creates direction and engagement in change.

• Good understanding of customer service and operational delivery, with the ability to balance customer needs, stakeholder expectations and long-term development.

• Collaborative and trust-building, with the ability to bring teams and functions together around shared goals.

• Structured and action-oriented, with the ability to turn insights and strategy into priorities and measurable results.

• A clear communicator with good judgement, integrity and commitment to developing employees and service quality.

Competence and experience

• Experience of leading specialist teams in customer-facing operations, preferably within onboarding, service or case handling in a regulated or complex organisation.

• Documented ability to lead change and improve processes throughout the customer flow.

• Experience of collaboration between business, product and operational functions.

• Good business understanding and the ability to use customer and operational data to prioritise and drive measurable improvements.

• Very good knowledge of Swedish and English, both spoken and written.

About DNB

People are at the core of DNB. Since 1822, sharp minds have worked together to find the best solutions for our customers. Today DNB is much more than Norway's largest bank - we are a technology-driven financial institution that constantly connects people and ideas with knowledge and capital in new ways.

Diversity is part of who we are, and inclusion is something we actively choose every day. We promise to do our best for you to feel at home. A job at Norway's largest financial group offers professional challenges in an exciting work environment with many opportunities for development.

Application & contact

In this recruitment process, DNB is working with Capega and recruitment consultant Ida-Maria Rundén. Submit your CV and cover letter no later than 15 November.

Your application will be handled confidentially. Selection and interviews take place on an ongoing basis, which means the position may be filled before the last application date.

About Capega
Capega is an authorised staffing and recruitment company with offices in central Stockholm. We specialise in interim solutions and recruitment within finance, property, banking, and finance & insurance. As a full-service provider, we help you fill positions at all levels with the right competence. Read more about us at www.capega.se and get in touch for a first contact.

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