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Senior Programme manager Call & Ops - Strategy NL - NN

Location: The Hague
Salary: € 5989 - € 8555 a month
Employment: Full-time
As a Senior Programme Manager your scope will be the Call & Ops domain. You will be responsible for the Call & Ops strategic workstream in which you work together with the Workstream lead. Main character of the workstreams is that they are Cross Business Unit.

Strategy NL team is set up in order to achieve effective strategy execution and strengthen the collaboration across the Business Units. The Strategy NL team is the linking pin and has an orchestrating role towards the workstreams and will a.o. support decision making processes in MT NL by proving/ monitoring the strategic effectiveness and facilitating a uniform way of working (method, process, consistency, reporting) via PMO capability. 

Within the new NL Strategy six workstreams are defined, of which one is Call & Ops.

Call & Ops has the ambition to improve NN customer service and to uplift both service quality and service efficiency via channel enablement (chatbots, search, chat), use of analytics and improvement of tooling (CRM, Salesforce) and handling times (call routing, logging).

In this job you will earn between € 5.989 and € 8.555 gross for working 36 hours a week, depending on knowledge and experience.

Your impact as Senior Programme Manager Call & Ops

As a Senior Programme Manager your scope will be the Call & Ops domain. You will be responsible for the Call & Ops strategic workstream in which you work together with the Workstream lead. Main character of the workstreams is that they are Cross Business Unit.

As the orchestrator you align the different projects and programmes within this workstream to the heartbeat which is necessary to realize the successful implementation of the strategic initiative(s). You are able to identify any correlations between the initiatives within your workstream, and you think in a big(ger) picture. You’re excellent in planning but you know that success comes from execution.

Your responsibilities

  • Be the driver of the Strategic execution with a no-nonsense mentality and a hands-on approach and manage the change agenda for the Workstream Call & Ops and ensure projects are delivering on the planned objectives and value
  • Integrate different project plans and business cases into an overall execution plan and support the different project teams with project management activities
  • Needs to establish and maintain strategic partnerships with the different internal stakeholders (f.i. by organizing the Executive Committees) and organize Priority Boards and PI-events in order to prioritize the activities and align roadmaps
  • Solicits input and gains an understanding of the business issues and opportunities from each business unit, integrating them into the development of the business strategy. And ensure timely reporting on synergies, progress and KPI’s of strategic projects/initiatives and ensure project teams from initiating projects up to and including the implementation of solutions according to agreed procedures and processes and with predictable results
  • Performs regular project risk assessments by identifying future areas of major risk and providing advice on potential corrective actions to mitigate these risks and budget management- coordinate and manage the budgets for the workstream and central funded projects/initiatives

Your colleagues

Your Strategy NL Programme Management Team currently consist of two (Senior) Programme Managers. Together, you are responsible for the execution of the workstream initiatives of Retail, Call & Ops, B2B and Data&AI. Besides that, you have two (Junior) Project Managers in your team, who support the decision-making processes of your team. They also provide and monitor the strategic effectiveness and facilitate a uniform way of working and are responsible for the reporting. Also two interns are learning on the job in this team. The whole team reports to the Head of Strategy NL, and work closely together with colleagues from C&C, HR , IT , the Dutch BU’s, Corporate Relations (internal and external communications) and group support functions such as Legal, compliance, risk and procurement.

Who you are

Using your own initiative and ambition, you achieve excellent results. This is what you bring to achieve those results:

  • Bachelor/master degree plus a minimum of 7 years of experience within a large corporate preferably financial industry, and relevant experience as Programme manager
  • You understand the Customer and IT language within an omni channel environment and know how to translate complex matters into simple and practical solutions
  • Experienced in managing complex projects with multidisciplinary and agile teams
  • A typical challenge in your role is dealing with multiple stakeholders across different BUs. Vital is that you are flexible, have the ability to gain peoples trust and are service oriented and have excellence communication skills. Connecting with people comes natural to you
  • Excellent financial skills: the ability to analyse and structure information with strong content focus, deep understanding of the strategy, initiatives and its business cases

Continue developing

It is important to us that you continue to develop yourself. We give you the space and the confidence to grow in your career as well as a person. We help you with:

  • Plenty of training and learning opportunities in our Learning & Development Centre
  • A large (international) network of colleagues who are keen to share their knowledge with you
  • The autonomy to set out your own development path

Employee benefits

You are more than a colleague and that is something we understand very well at NN. You have many roles in life, leading to different choices. At NN we give you the opportunity to select employee benefits that are important to you. For instance buying additional leave days and flexible working hours. In consultation with your manager and your direct colleagues, you are able to work out of any location at any time. You get enough flexibility to adjust your working pattern to your personal needs. Also part of the benefits are (currently online) sports lessons and a special allowance to set up your home office and internet use. In addition, you will receive:

  • Salary between € 5,989 and € 8,555 depending on your knowledge and experience
  • Collective pension scheme with a personal contribution of only 6%
  • 194.4 hours of leave, based on a 36-hour week (that’s 27 vacation days for a 5-day working week) and one Diversity Day
  • Holiday allowance and a 13th month, paid with your monthly salary
  • NS Business Card 2nd class, which gives you unlimited travel 7 days a week. Do you prefer to travel with your own transport? Then you can declare the kilometres travelled for business and commuting

Because of Covid-19, all NN colleagues are mostly working from home. We are in preparation of working both from home and at the office. The official location for this job is The Hague.

Will you be our new colleague?

If you are enthusiastic about this vacancy and think that you would be a good fit for the team at NN, we would like to invite you to apply. We are very keen to find out who you are, what motivates you and what you can contribute to this role at NN.

Apply now

If you have any questions about the vacancy, you can reach out via phone or WhatsApp to Chantal Verhagen, Recruiter, via 06-30272713 and via .

This is a permanent position. A candidate will receive a contract from NN and we are not open to interim/freelance assignments and/or candidates or recruitment agencies. Thank you very much for your understanding.

The Hague

Information and application:


Please send your application for Senior Programme manager Call & Ops - Strategy NL at NN in The Hague including your CV via our website.

Job code:
Job posted
20 mei 2022
Apply Now
More information:

If you have any questions about the vacancy, you can reach out via phone or WhatsApp to Chantal Verhagen, Recruiter.

Chantal Verhagen
t. +31 (0)70 513 8053
m. +31 (0)6 3027 2713

Read all about working at NN

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Postbus 60184
1320 AE Almere

Tel: 036 - 7440 136

KvK 32090652
ING Bank NL91INGB065.42.67.456
BTW NL.8106.57.041.B01

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