• Lead, support and coach operations team
• Ensure efficiency and high-quality operational models for Edenred Finland, including process development, documentation and clarifying decision making in operative cases
• Provide operational information and recommendations for projects as well as for strategic and tactical planning
• Align and implement operational KPI’s and processes with Edenred Finland strategy including setting targets to team, follow-up and reporting
• Ensure business critical daily operations and monitoring services with your team and key stakeholders (internal and partners)
• Support customer care and sales in complex customer case solutions; foster efficiency and high quality to meet and improve operations KPI’s and customer experience
• Work actively with IT and product organization to ensure high quality and smooth handover from development to production
• Foster digitalization, simplicity, automation and data driven models in processes
• Actively take part or lead incident investigations, problem management and root cause analysis
• Lead operative partners (card and voucher processes, integrations, stock, packing and shipping)
• Actively communicate within the organization and your team making sure that necessary information is openly shared and noticed by stakeholders

• 5 years’ experience of leading operations, product or customer support team or relevant role in fast-pace matrix organization
• A strong cooperation, communication and interpersonal skills to enable effective working in cross-functional teams and leading team of highly professional experts
• Passion for customers and excellent CX
• Tech-savviness: You enjoy learning tools and working with new technologies and you are used to work closely with IT, product owners and development teams
• Data-driven approach to decision making wherever possible and ability to make suggestions, recommendations and forecasts based on data
• Can do – attitude with proactive and results-driven mindset and ability to embrace uncertainty and display a high level of adaptability
• Great communication, listening and relationships building skills. Exceptional written and verbal skills both in Finnish and English
• Experience in Service Management (ITIL best practices, MOF guidelines, ISO/IEC 20000 standard, or similar) and process development
• Experience of implementing or applying incident management, problem management, root cause analysis, and continuous improvement
• Willingness to learn and openness to accepting feedback, generously giving it in return