Service Quality Manager, Tietoevry Banking

Tietoevry Banking offers modular, pre-integrated banking as a service solutions and market-leading software for core, payments, credit, cards, financial fraud, and wealth. With our scale, expertise, and specialization, we empower financial institutions to enhance agility, efficiency, and accelerate digital transformation. We are the leading financial services software and solution partner in the Nordics.

Credit & Wealth, part of Tietoevry Banking, delivers top-edge services to our customers running our software solutions as SaaS solutions and on-premises solutions. Our teams are distributed in Sweden, Serbia, Norway and India and cooperates with colleagues in other locations as well.

We are now looking for a Service Quality Manager to join our Operations team. Person on this role will ensure consistent product and service quality by implementing and managing quality management systems while monitoring and reporting quality objectives and improvements to Credit & Wealth LT. This role will report to Head of PMO & Service Quality Manager.

With us you will be responsible for:

• Developing, implementing, and maintaining the QMS to ensure compliance with ISO 9001 and other relevant standards within financial industry.
• Defining, monitoring and reporting quality objectives, key performance indicators (KPIs), and improvement initiatives. Assess improvement quantitatively.
• Ensuring that quality policies, procedures, and processes are documented, communicated, and followed, regardless of these are Group owned, Supplementary or Business specific.
• Leading Credit & Wealth Quality network to ensure good collaboration across the business units for the Quality area.
• Providing training and awareness programs to employees on quality management principles.
• Promoting a culture of continuous improvement and customer satisfaction.
• Taking responsibility for collecting and analyzing data, identifying trends and potential issues, and implementing corrective measures to enhance performance
• Collaborating with SDMs taking into account customer feedback in order to identify improvement opportunities and participate in defining corrective actions to enhance service quality.
• Ensuring consistent quality of products and services through the implementation and management of quality management systems.
• Ensuring that quality objectives and improvements are monitored and reported to Credit & Wealth LT.
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We expect you to have

• 7+ years of relevant experience
• Communication skills: Effective communication is paramount. Service Quality Manager must convey information clearly, whether written or verbal. They should be adept at active listening, negotiation, and conflict resolution.
• Leadership and team management: Leadership and team management skills are vital for guiding and driving quality assurance mindset and activities working with cross functional and cross organizational teams.
• Analytical and problem-solving skills: Service Quality Manager need to be skilled at data analysis and trend identification to make the right decisions. They should also be able to solve problems while at all time considering customer, standards and compliance requirements. .
• Customer-centric mindset: Awareness of the client's demands and expectations must be taken into account when defining procedures and driving service quality improvements.
• Technical proficiency: A high-level understanding of IT systems, software, or other specialized tools used in delivery.
• Quality and process management: Highly skilled in quality management is essential. ITIL foundation and Process Management is of key importance. SQ Manager is responsible for setting processes, managing workflow, and driving efficiency in service delivery.

We offer

• 26 days of vacation yearly
• Private healthcare for employees and their children
• Professional growth and meaningful projects
• Open culture with a strong work-life balance
• Opportunity to shape the future of a growing Banking sector
• Emphasis on curiosity and continuous learning

Did we get you inspired?

We look forward to your application!

Interviews will be held continuously, so we encourage you to apply today!

Hope to hear from you soon!

On specific positions we might perform background checks.

Tietoevry declines calls from recruitment companies.

About Tietoevry

Tietoevry creates purposeful technology that reinvents the world for good. We are a leading technology company with a strong Nordic heritage and global capabilities. Based on our core values of openness, trust and diversity, we work with our customers to develop digital futures where businesses, societies, and humanity thrive.

Our 24,000 experts globally specialize in cloud, data, and software, serving thousands of enterprise and public-sector customers in more than 90 countries. Tietoevry’s annual turnover is approximately EUR 3 billion and the company’s shares are listed on the NASDAQ exchange in Helsinki and Stockholm, as well as on Oslo Børs. Familiar yourself with what we do