Partner & Performance Lead at Proximus Group · Hasselt

The Role

As our Partner & Performance Lead, you own the relationship with our external customer service partner, including the contractual and operational side. Reporting to our Care Lead, you make sure the partnership actually delivers: on quality, on efficiency, and on customer experience. You won’t just track numbers: you turn insights into decisions, decisions into actions, and actions into results. And you don’t back away from the difficult conversations to get there. In short: you make our service quality excellent, our processes and collaboration run smoothly, and our partner feel like part of the Viking clan.

Sounds like a blast?

Great. So, your main responsibilities would be to…

Own the Partner Relationship & Performance

• Own the contract: manage the contractual dimension of the partnership: SLA commitments, financial follow-up, and contract changes as our business evolves, and lead these discussions with confidence. When performance slips, you’re the one who calls it, escalates it, and decides what happens next.
• Own the relationship: be the primary point of contact for our external partner, fostering a transparent and strong partnership built on trust and mutual accountability.
• Be the bridge: represent our partner’s reality and voice internally, while championing our standards, vision, and culture towards the partner.
• Steer the rhythm: lead daily check-ins, weekly syncs, and monthly business reviews to monitor key metrics (Quality, Efficiency, Productivity, CSAT, SLA adherence).
• Turn data into action: monitor service KPIs, identify trends, and translate them into concrete improvement plans, together with our partner, and following through until they land.
• Stay close: visit our partner sites in Ghent and Meknes, Morocco (roughly quarterly) to keep alignment and personal connections strong.

Elevate Internal Performance

• Challenge the status quo: track operational trends and constructively challenge our First Line, Workforce Management, and Operational Excellence leads to sharpen processes and service levels.
• Align priorities: ensure targets, forecasts, staffing, and operational goals are fully synced between teams.
• Close the loop: own escalations and recurring issues end-to-end, leaving no gaps in our processes.
• Feed the improvement cycle: turn operational signals into real improvements in our tools, content, and workflows together with your colleagues.
• Harmonize the customer journey: collaborate cross-functionally to make internal handovers completely seamless for customers.: work across teams so the customer never notices where internal handovers happen.