Head of Customer Servicing Operations

At Intrum, you will grow by making a difference. You will do it in a highly international environment and in a supportive culture where effort counts.

Are you our new Head of Customer Servicing Operations?

The Head of Customer Servicing Operations is responsible for leading and optimizing a high-volume loan servicing contact center of approximately 200 FTEs. This role ensures operational excellence, drives performance against key business KPIs, and delivers high-quality customer interactions in line with regulatory, compliance and portfolio recovery objectives.
The position requires strong leadership, analytical capability, and a proven ability to execute efficient operating models while ensuring productivity, quality and cost effectiveness.

What will you do: 

• Lead and manage daily operations of the Contact Center, ensuring consistent achievement of service, productivity, and portfolio recovery targets
• Work closely with Portfolio Managers to align operational execution with business goals
• Own and drive all core operational KPIs of a high-volume, profit generating Contact Center
• Analyze operational data to identify performance gaps, opportunities, and trends; implement targeted action plans accordingly
• Implement and maintain standardized workflows, call strategies, and best practices across all teams
• Lead process optimization initiatives to increase efficiency, reduce operational waste, and enhance customer experience
• Introduce automation and digital tools to support dialer optimization, reporting accuracy, and frontline productivity
• Foster a high-performance culture emphasizing ownership, agility, and continuous improvement
• Drive a culture of accountability through continuous performance reviews, coaching, and improvement plans
• Ensure adherence to local regulatory requirements 

What we’re looking for: 

• 10+ years of experience in contact center operations management, preferably within loan servicing, collections or financial services
• Demonstrated experience managing large teams (100+ FTEs) in fast-paced, performance-driven environments
• Strong command of operational KPIs, workforce planning, and process optimization methodologies
• Proven track record of driving performance improvements through data and analytics
• Excellent leadership, communication, and stakeholder management skills

What we offer: At Intrum we offer not only a challenging and rewarding career but also:

• a supportive work environment
• quite rich training & development activity
• exciting career opportunities and a solid internal career path
• hybrid work model allowing to combine work from home and office

About Intrum:
Intrum is the industry-leading provider of credit management services across 20 markets in Europe. By helping companies to get paid and support people with their late payments, Intrum leads the way to a sound economy and plays a critical role in society at large.
Intrum has circa 10,000 dedicated professionals who serve around 80,000 companies across Europe.
At Intrum we consider everybody to be a leader. We lead ourselves when collaborate to meet the needs of our clients and customers. We are all accountable to our actions as well as trust and care for each other. This makes us all leaders, independent of role or responsibility, and this is reflected in our 3 leadership principles: Deliver Impact, Inspire Trust and Embrace Growth.

How to apply: If you are interested in this position and believe you have the right qualifications, please send your English CV and a cover letter via the “apply button”.

At Intrum we strive to create a diverse and inclusive workplace. We encourage applicants from all backgrounds to apply.

Do you feel that you might be the right person? Great! Apply now. Looking forward to hearing from you!