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Service manager at Customer & Commerce

Posted 2 Feb 2024
Work experience
2 to 3 years
Full-time / part-time
Job function
€4,463 - €6,376 per month
Degree level
Required languages
English (Fluent)
Dutch (Fluent)

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Customer & Commerce (C&C) connects the Business Units of Nationale-Nederlanden with our joint customers. We do this by taking care for all generic systems, platforms, capabilities and service desks we all use in servicing our customers.

At C&C you are the first point of contact for the Business Units (NN Life & Pensions, NN Non-Life and NN Bank) and ensure that our services improve continuously!

You know what (strategic) developments are going on and how this affects our services and Business Units. Furthermore, you inform all stakeholders on a regular basis.

You are responsible for the following activities:

  • Maintain and further develop the C&C service catalogue (see link for internal)
  • Secretary role at Service Category Meetings and the Quarterly Business Reviews with the Business Units. You prepare the discussion topics and ensure follow-up of the actions
  • Maintain all legal documentation such as the intra-group outsourcing agreement and annual workorders with the Business Units
  • You keep the stakeholders informed of the progress of the various activities and actions proactively and in a timely manner and keep them involved by fact-based reporting on service levels, OKRs and KPIs
  • You will work on continuous improvement of our collaboration with the Business Units, e.g. mature our (non-functional) requirement process, intake process of new or adjusted services etc. You are capable to make the connection with portfolio management and IT

You know how to work in an Agile environment where collaboration and continuous improvement to create real value are the foundation. You are a good listener and you like to arrange, formalize and organize your work and ensure embedding in the organization. You are accurate and meticulous, socially strong, self-starting and proactive in your communication.

Additionally, you possess:

  • You are conceptually strong and have hbo or academic working and thinking level
  • You have at least 2 years of experience in a similar role
  • Knowledge of IT, Service Now and work experience in a service organization is a big plus
  • You are independent and self-organised
  • A proactive attitude. You also make contact easily, you know how to stimulate cooperation and know the importance of alignment and stakeholder management. In addition, you are good at analysing and you think in terms of solutions
  • You have excellent communication skills, are able to switch between different levels and know how to involve others convincingly in your proposals and schedules
  • Excellent financial and legal skills: the ability to analyse, translate and structure information with strong content focus
  • Verbal and written communications skills in Dutch and English
  • A typical challenge in your role is dealing with multiple stakeholders. Vital is that you are flexible, have the ability to gain people’s trust and are service oriented

Customer & Commerce (C&C) connects the Business Units of Nationale-Nederlanden with our joint customer. This means we take care of all generic systems, platforms, capabilities and service desks that are used within NN to service our customer. As an example you can think of the digital client portals, the mobile app, the chatbot-technology which is being further developed and used and the expertise like Research, UX Design and Data Science within the whole company.

You will work as an independent Service manager within C&C. In daily practice, you work a lot with colleagues from other domains within C&C such as Product owners and MT members (who are the service owners), colleagues from the IT reporting & monitoring team and you have frequent contact with demand managers and service customers of the NL Business Units.

You are part of our Strategy, Finance & Control department. The team currently consists of specialists in the field of Finance and Risk, a Contract manager, a Privacy Officer, Portfolio and program managers and management assistants.

NN Group is an international financial services company, active in 11 countries, with a strong presence in a number of European countries and Japan. Our roots lie in the Netherlands, with a rich history that stretches back 175 years.
With our 16,000 employees, NN provides retirement services, pensions, insurance, reinsurance and banking to approximately 20 million customers. NN Group includes Nationale-Nederlanden, ABN AMRO Insurance, Movir, AZL, BeFrank, OHRA and Woonnu.

Den Haag
Active in 19 countries
8,000 employees
60% men - 40% women
Average age is 40 years

What employees are saying

Praveen Sridharan

Finance & Risk Trainee

Praveen Sridharan

As a Global Risk Trainee, I’m on a three-year program, which involves completing a different assignment each year in a different department or business unit. The variety suits me. The traineeship is not just about your education, it’s also about your personality and people skills.

Deyana Petrova

HR International Intern

Deyana Petrova

I wanted to start my career at a company that was able to maintain its favorable reputation over the years, and where people really matter. I found that at NN. As an intern for HR Business Projects International, I am in contact with people from different countries and backgrounds.