Client Delivery Manager

Are you ready for a challenging role in which you hold a key position in making housing dreams come true in the Netherlands? As Client Delivery Manager at Quion, you are the driving force behind the customer experience for lenders, mortgage advisors and service providers. In doing so, you not only play a crucial role in ensuring operational cooperation, but also contribute to the growth of our platform to support 1 million households in financing their housing dreams. Do you want to be part of a dynamic organization with a clear mission? Then we invite you to read on and become part of our driven team!

Your work environment

Working at Quion means being part of a dynamic organization that plays a central role in the Dutch mortgage market. With around 600 colleagues, we are the outsourcing partner for organizations with ambitions in the mortgage market, such as banks, investors and insurers. Quion takes care of everything to offer and service mortgages, with the power of innovative technology and excellent service.

As a Client Delivery Manager within the Operations department, you will work on crucial client journeys within the Client Operations department where you will collaborate with 3 colleagues within your team. You will report hierarchically to the Manager Client Operations and play a key role in ensuring seamless operational collaboration within the chain.

What will you do?

As Client Delivery Manager, you are the custodian of the client experience for our key client groups. You not only ensure operational efficiency and compliance with SLAs, but also drive high quality, high customer satisfaction and NPS. You own SLA agreements with lenders and ensure flawless execution of governance structures.

Your responsibilities as Client Delivery Manager will include the following:
- Daily management and annual review of SLAs to ensure operations are in line with client agreements;
- Prepare, approve and send reports, including KPI reports and 360 degree client view report;
- Ensuring high customer satisfaction and positive service experience;
- Chairing operational/tactical meetings and coordination of cross-team processes;
- Answering questions and resolving issues, incidents and complaints;
- Actively contribute to the optimization of customer journeys and experiences.

What do you need for this position?

As a quality and result oriented Client Delivery Manager you will make the difference within Quion with your organizational sensitive and problem analyzing skills. You are a team player and know how to convince people of your vision supported by facts and analysis.

Job requirements:
- HBO working and thinking level with diplomas WFT basic and WFT mortgage;
- Minimum of 3 years in-depth knowledge and operational experience in mortgage market and processes;
- Experience in corporate financial services is a must;
- Experience in the hospitality sector is a plus;
- Knowledge of relevant laws and regulations in the financial sector;
- Strong analytical skills and cross-chain thinking skills;
- Experience with project-based working and service management in operational processes.

What do we offer you?
Continuous improvement is the common thread in our ambition: it is a way of thinking, of working and of living. Working at Quion means working within a young, ambitious and innovative organization with short links. We enjoy sharing our knowledge with each other and are always looking for new opportunities and improving our current relationships. Together with about 600 colleagues you will support clients in the administrative process of the mortgage and consumer credit.

Quion is looking for real toppers in their field. Conversely, you can also expect a lot from us. A pleasant, collegial culture with plenty of room for initiative and personal growth. You will also receive a complete and attractive benefits package, including:

- A competitive salary & 190 vacation hours (based on 38 hours);
- Favorable pension accrual, a bicycle plan and the ability to purchase and sell vacation days;
- Numerous training and education opportunities for breadth and height development;
- Flexible working in different schedules and patterns and working from home is also a possibility;
- Laptop and smartphone;
- Ergonomic working, healthy meals and discounted sports;
- A centrally located modern office in Capelle aan den IJssel with opening hours from 7 am to 7 pm with good accessibility by public transport and free parking. Our office is close to metro station Kralingse Zoom and the A16 motorway.

Interested?
Do you have any questions or would you like more information about the content of the position? Then please contact recruiter, Sebastiaan Warmerdam on 010 242 13 27.