Meet Maria, the driving force behind Axepta BNP Paribas’ brand-new department: “Operational Enablement and Service Solution”. In this interview, she gives us a glimpse into her exciting new role and what it means for Axepta BNP Paribas’ future. Maria’s passion for continuous service improvement and her love for tackling new challenges make her the perfect person to lead this innovative team.

The vision behind Operational Enablement and Service Solution

Axepta BNP Paribas has grown rapidly, and with growth comes the need for refined processes. Maria’s team is here to take the company to the next level. “At first, when a company grows, the focus is on getting things done. But now it’s time to improve processes and service quality to further enhance customer satisfaction.”, Maria explains.

The mission of her team? To elevate the quality of service Axepta BNP Paribas provides. And this mission is carried out through three key initiatives:

1. Business follow-Up and improvement: “We structure and facilitate the work of Customer Experience employees, by analyzing existing and setting up new procedures,” Maria notes. Her team is all about identifying potential risks, finding efficiencies, and ensuring that everything runs smoothly.
2. Focus on quality: Learning from past mistakes and feedback is crucial. Maria’s team is committed to not only writing procedures and training but also analyzing processes to deliver even better quality.
3. Support for new projects: Whether it’s the launch of a new project or ongoing improvements, Maria’s team provides vital support. They create and update the necessary documentation, offer training sessions, and ensure that each Customer Experience team at Axepta BNP Paribas is prepared to answer any client question confidently.

Impacting Axepta BNP Paribas from the inside out

Maria is excited about the impact her department will have on Axepta BNP Paribas. “It’s going to improve the communication between all teams,” she says. By focusing on the bigger picture, her team will enhance efficiency in every area. Next to that the main goal is again improving quality and delivering high-level service to our clients.

A day in Maria’s shoes

So, what does a typical day look like for Maria? “Lots of meetings”, she laughs. But these meetings are crucial as they ensure that her team has everything they need to succeed. Maria isn’t just coordinating and leading; she’s actively involved in the team and participates in providing support to all Axepta BNP Paribas teams, and more specifically to Customer Experience, ensuring they have the tools and training required to thrive.

Maria’s team is divided into three roles: an Operational Enablement and Service Solution Specialist (Christopher), an Expert (Evi), and Maria herself as the Manager. While each role has specific responsibilities, the team works collaboratively, with each member ready to tackle any task that comes their way.

Why Maria chose Axepta BNP Paribas

After working in ICT at the European Commission and then at Ingenico in e-payments and boarding, she chose Axepta BNP Paribas for its size and the opportunities it offers. “I wanted to work in a place where communication is easy and efficient, and less procedural,” she says. She appreciates the environment of a smaller team, where she can take the time to care for everyone.

Axepta BNP Paribas’ size also allows for personal growth and evolution. Maria enjoys the variety in her work and the ability to move into new roles as needed. “There’s always a lot to do, and you won’t get bored. It’s fantastic,” she adds.

What makes her job fun

Maria thrives on challenges. When she first took on the customer care department she almost had to start from scratch, but she loved the challenge of rebuilding a team to serve our customers with customer satisfaction in mind. Now that everything’s up and running she’s excited to bring her experience in both customer care and business together in her new role, focusing on efficiency and continuous improvement.

But what really makes Axepta BNP Paribas special for Maria is the team spirit. “Everyone understands the need to go the extra mile regarding service for our clients. Everyone wants to make a difference, and that’s fantastic,” she says. This shared commitment to excellence makes every challenge easier to tackle.

Join the Axepta BNP Paribas family

At Axepta BNP Paribas, challenges come with endless opportunities for growth and learning. If you’re ready to make the difference in a company that values teamwork, efficiency, and continuous improvement, explore our career opportunities.