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The Entitlement ManagementTeam Manager is the primary point of responsibility and accountability for providing customer access to products and services, and handling of related customer enquiries, ensuring we are servicing our customers in the fastest and most efficient way possible with a high level of quality. In some countries this role also includes preparation for invoicing. You will lead, develop, and support a fantastic, driven and positive team, to drive a high-performance culture where quality and customer focus is essential. You will act as an expert or coach in managing complex tasks to ensure we do the right things for our customers and for Dun & Bradstreet.
You will work closely with peers in other Northern European markets, supporting the transition towards a regional, and in some cases global, structure.
Key Responsibilities
- Ensure customers are provided access to products and systems within agreed timeframe and with a high level of quality
- Support in managing complex queries to ensure a timely resolution for the customers
- Be the voice of the customer within the business
- Responsible for maintaining strong working relationship with all teams across the business, in particular Sales and Finance
- Lead local improvement initiatives with focus on quality, customer satisfaction and time to resolution
- Responsible for the scheduling, resource and capacity plans for the team
- Monitor and challenge team progress against metrics and priorities
- Lead and develop the team by completing regular check-in's and performance, persona and objective reviews
- Complete daily, weekly and monthly reviews as required, of performance data and identify areas for improvement to drive further efficiencies and enhance the customer journey
- Provide feedback to appropriate teams to drive operational improvements and efficiencies on a regional and global level and drive operational improvements and efficiencies on local processes
- Ensure any statutory task is handled within regulatory timescales
- Act as support for the Subject Access Requests and Eligible complaints where necessary
- Act as a first or second point of contact for customer complaints
- Ensure regulatory and compliance metrics are met
About you
- Hold a bachelor's degree or equivalent experience
- Have 3+ years of relevant experience, experience working with compliance and regulatory frameworks such as GDPR, ISO, SOX and Credit Act would be an advantage
- Fluency in both written and spoken English and a Nordic language
- Have experience building and leading high performance teams
- Strong communication and interpersonal skills, you are customer orientated and focused on meeting customer expectations
- You love working in a fast-paced environment and have strong prioritization skills
We will be interviewing candidates on an ongoing basis so please submit your application as soon as possible!
All Dun & Bradstreet job postings can be found at https://www.dnb.com/about-us/careers-and-people/joblistings.html. Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.
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