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Customer Onboarding Team Lead
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**This** is **Worldline**
We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.
**The O**pportunity**
As a team lead in the Onboarding team you provide daily guidance, direction and support to the onboarding team within the Benelux & Western Europe Regional Business Mass Market Onboarding and Contract management department. You take care of the day to day follow up of the boarding team members & manage our outsourcing partner(s) together with your colleagues of the Boarding management team. You are in control of the SLA’s & KPI’s and take action if needed.
**Day-to-Day Responsibilities**
- Deliver on the agreed boarding tasks SLA’s & KPI’s
- Ownership of all boarding processes in your scope
- Coordinate internal team members and activities; Support your team members in their development by providing the right knowledge & skills
- Day to day follow up of the outsourced partner(s)
- Treat escalations by working together with colleagues inside & outside Customer Service
- Ensure a good quality in your internal & external team together with the Quality team
- Support ongoing & new projects together with the assigned project managers
- Work together with your colleagues in the Boarding management team
**What We Are Looking For**
- You have an broad experience in customer service processes within the payment industry or a proven experience as a people manager
- Minimum 3 years in a customer service-oriented environment is required
- Experience with or a strong affinity towards continuous improvement of processes and quality assurance
- Higher education or equivalent by experience
- Excellent communicator with a customer service mindset
- Clear drive for results
- Stress resistant, problem solver, strong prioritizing skills
- You like to work together in a team to reach a common goal
- Natural flair for coaching, motivating and interacting with people and ability to inspire them
- Excellent networker, supportive to internal and external customers
- Excellent knowledge of English (both written & spoken), and at least 1 of the languages spoken in Brussels: Dutch or French
- A good knowledge of the 3rd language: Dutch or French
- Good knowledge of Office tools (Word, excel, PowerPoint, SharePoint)
**Perks & Benefits**
At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:
- Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
- Work with inspiring colleagues and be empowered to learn, grow and accelerate your career.
**Shape the evolution**
We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.
**_
