Head of Call Centre Nordic | SEB Kort, Solna
SEB Kort, a leading provider of corporate and consumer payment solutions, has recently integrated with AirPlus to enhance it´s service offerings. This collaboration aims to streamline travel and expense management for corporate clients, providing improved efficiency and greater transparency. The integration enables SEB Kort customers to benefit from AirPlus’s advanced reporting and payment functionalities, supporting better control over business travel expenditures and facilitating smoother administrative processes.
About the role
Customer & Business Services is excited to announce an opportunity for a Head of Call Centre Nordic. As we continue to expand our presence and deliver best-in-class service across the Nordic region, we are seeking an experienced and visionary leader to oversee our call centre operations. This critical role is ideal for someone passionate about driving operational excellence, enhancing customer experience, and leading teams to achieve outstanding results in a dynamic and evolving environment.
Your responsibilities include:
Develop and implement operational strategies to drive organisational growth and transformation. Lead and inspire core call centre teams to achieve excellence and foster a culture of continuous improvement. Oversee the delivery of exceptional value to customers and the business through innovative call centre practices. Report on call centre performance, challenges, and successes to senior management, providing strategic recommendations for future direction. Monitor key performance indicators and operational metrics to ensure targets for customer service and efficiency are met and exceeded. Collaborate with senior leadership to align call centre operations with broader business objectives. Identify opportunities for process optimisation and introduce best practices to enhance call quality and operational efficiency. Manage change initiatives and support teams through periods of organisational transformation within the call centre. Drive stakeholder engagement and maintain strong relationships across departments to support call centre effectiveness.
To thrive in this role, we believe you have:
Strong management skills, including planning, execution, and resource allocation Expertise in stakeholder engagement and cross-functional collaboration Experience in call center operations, workforce management, customer service excellence and budget management Ability to analyze performance metrics and implement strategies to improve service quality Experience in reporting KPI status and providing strategic recommendations to senior management Demonstrated capability in developing high-performing teams and fostering a culture of continuous improvement Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail Excellent communication and interpersonal skills, especially in managing large teams Strong problem-solving skills and adaptability in dynamic environments
We are looking for you who are a confident and committed leader with a genuine interest in both people and processes. You thrive in a fast-paced environment where you manage multiple tasks simultaneously and the customers are in the focus - and you are motivated by developing both your team and the working environment.
What We Offer
At SEB Kort Group, you’ll join an international environment that embraces modern and agile ways of working. We value flexibility, well-being, and a culture where we perform and have fun together. You’ll benefit from:
- Extensive training and development opportunities.
- A friendly and welcoming culture.
- An innovative company at the forefront of technology.
- Opportunities to help transform an industry.
- A wide network of colleagues across Europe.
Welcome with your application
It is our fundamental belief that inclusion and diversity is crucial to our future success. We strive to have an inclusive, value-driven culture where employees feel valued, respected, and involved irrespective of who they are, what they believe or where they come from.
Since we select candidates continuously, feel free to send in your application today via the link in this ad, but no later than 18th of January 2026. If you have questions about the position, please contact please contact Olga Wohlfahrt, Talent Acquisition Partner, at olga.wohlfahrt@seb.se, but we will not process applications via email.
Please be aware that our final candidates undergo background checks, a process that includes, for example, identity control, verification of qualifications, credit checks, company engagements and criminal records checks. In some cases, we also apply random drug checks.
SEB Sweden has a redeployment responsibility, why this position might be covered by internal redeployment.