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Head of Problem Management Team, Warsaw/Gdańsk

Warszawa, PL, 02-460

Job ID: 6461 



We are looking for a Head of Problem Management Team to lead a team of 10 -12 Operation Quality professionals . This is an opportunity for you to manage the team of passionate people and enhance operations stability excellence.


Your future responsibilities:


You will lead the Problem Management team, proactively on an operational level with employees located in different countries, thus the job requires cultural awareness and distance management.

You take responsibility for delivering a strong result and driving the functional excellence. You are a member of a Management team and understand the underlying business drivers. You manage boundaries between your unit and relevant part of the organisation. You make and implement operational plans and set specific targets for the team, as well as for each employee. You ensure that your direct subordinates understand how their targets and plans are linked to the strategy. You implement and optimise processes and facilitate continuous improvements, hence also deliver on simplification. You personally lead by example Nordea’s vision, values and leadership statement.


What you’ll be doing:


  • Leading the Problem Management team in daily operations and strategic initiatives.
  • Ensuring the service provided by the unit are successfully delivered.
  • Supporting the adoption of the engineering transformation culture
  • Presenting wide technical expertise with strong focus on goals.
  • Ensuring a strong focus on operational excellence, understanding the business drivers and managing boundaries between your function and across the organisation.
  • Providing timely and well-documented feedback, coaching, performance assessment of your subordinates, and holding them accountable for their performance and deliveries
  • Implementing and optimizing processes, products and facilitate continual service improvements in your area
  • Working closely with other unit business and development teams for your area, ensuring full alignment across the delivery chain
  • Supporting the adoption of the engineering transformation culture by raising the bar and ambitions
  • Supporting your manager through a deputy role when required
  • Building competences and skills (both technical and business) for your team and yourself
  • Delivering functional performance, i.e. translating operational plans, implementing improvements of processes and systems, ensuring products, services and delivery chains that meet customer needs and are compliant with regulations and policies.
  • Delivering on Great Leadership – you will engage and motivate people within your area of responsibility to reach out for our vision and create the right team to make it happen i.e. by selecting, delegating, following up, assessing, coaching and helping in development of your direct subordinates.
  • Delivering on personal development i.e. living the Nordea values, competencies development, personal contribution, assignments and relevant time application.


The role is based in Warsaw, but it involves travelling to other Nordea locations. 


Who you are


Collaboration. Ownership. Passion. Courage. These are the four key values that guide us in being at our best. We imagine that you enjoy learning and are excited about bringing your ideas to the table. You’re dependable, willing to speak up – even when it’s difficult – and committed to empowering others.


Your profile and background:


  • At least 5-year experience on similar area (incident/problem service management/ within a large bank or financial organization
  • A Master’s degree in Information Technology/ Information Management or similar Technology-oriented background with deep understanding of banking IT
  • Familiar with IT resilience concepts (DR, BCM),
  • ITIL and good knowledge of operations processes is a necessity
  • Experience in working with regulatory requirements and audit remarks
  • Excellent coaching, mentoring and communication skills


If this sounds like you, get in touch!


Next steps

Submit your application no later than 12/02/2022. 

At Nordea, we know that an inclusive workplace is a sustainable workplace. We deeply believe that our diverse backgrounds, experiences, characteristics and traits make us better at serving customers and communities. So please come as you are.

Please include permit for processing personal data in CV as following:

In accordance with art. 6 (1) a and b. Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) hereinafter ‘GDPR’. I agree to have: my personal data, education and employment history proceeded for the purposes of current and future recruitment processes in Nordea Bank Abp.

The administrator of your personal data is: Nordea Bank Abp operating in Poland through its Branch, address: Aleja Edwarda Rydza Śmiglego 20, 93-281 Łodź. Your personal data will be processed for the recruitment processes in Nordea Bank Abp. You have a right to access your personal data, right to rectify and right to delete. Disclosing the personal data in the scope specified by the provisions of Polish Labour Code from 26 June 1974 and executive acts are mandatory. Providing personal data is necessary to conduct the recruitment processes. The request for the deletion of your personal data means resignation from further participation in recruitment processes and causes the immediate removal of your application. Detailed information concerning processing of your personal data can be found at: privacy-policy.2021.pdf (nordea.com)

We reserve the right to reply only to selected applications.

Department:  IT/Technology

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