Operations Manager Registration Office & Front Desk
You lead the registration office and the front desk, improve the service step by step and keep service levels up to standard, with the evidence to show it. You report to the COO.
Apply nowEurope is taking a major step in digital identity with eIDAS 2.0. Cleverbase guides the market through that transition. Our registration office is the heart of those services: that is where we carefully establish who someone is, before anything is issued.
That work is strictly regulated, is covered in every audit and will grow strongly in the coming years. You work closely with compliance, product and the registration officers. The work is tied to the office, so you work at our office in The Hague.
- Team Service Delivery
- Hours 32–40 hours
- Location The Hague, at the office
- Salary Market rate
What you will do
- 01You lead the registration office and the front desk and are the point of contact for customers and colleagues
- 02You keep day-to-day operations running smoothly and improve them every month
- 03You manage the service against agreed service levels
- 04You build processes that safeguard trust in our work, for a small as well as a large number of applications
- 05You help the team grow, with back-end engineers, project managers, an Information Security Officer and new registration officers, among others
- 06You ensure demonstrable quality with training and competence records, so that the evidence is ready for audits
- 07You monitor the health and safety and absence policy, so that it grows along with an organisation that is doubling in size
- 08You bring the terms of employment in line with legislation and inform employees clearly about them
- 09You shape employee participation and an internal whistleblowing procedure
- 10You guide employees through performance improvement plans, fairly and carefully, and make sure everything is legally sound
- 11You coordinate the handling of disruptions, keep stakeholders informed and make sure problems do not come back
- 12You help decide which tasks remain human work and what we automate, while keeping quality demonstrable
Work that matters
What you work on reaches the top tables in Europe. At the Benelux Summit in Maastricht, we gave a live demo of the European Business Wallet to the three Benelux prime ministers: Rob Jetten, Bart De Wever and Luc Frieden.
We showed how the wallet saves entrepreneurs a great deal of paperwork when they do business across borders. The demo ran on existing eIDAS technology from Cleverbase, together with building blocks from the WE BUILD consortium. Rob Jetten's message: “The sooner, the better.”
Everyone safe online. That is what we work towards every day.
How we work
- 01
Secure by default
For us, the highest level of security is not an option but the starting point.
- 02
Short lines of communication
Developers, marketers, lawyers and designers work together.
- 03
A step every day
Agile in a regulated market: a step forward every day, always by the book.
- 04
Everyone is welcome
Our team is diverse, and that is exactly what makes us strong. You are welcome as you are.
What you bring
What we ask of you
- An HBO (higher professional) level of thinking
- Several years of experience managing an operational team or back office, preferably in an environment with clear procedures, such as financial services, government, healthcare or identity
- Experience with service management: SLAs, service reports, incident handling and customer meetings
- You improve processes based on data
- You work precisely, get things done and enjoy working together
- Good command of Dutch and English, spoken and written
Nice to have
- Knowledge of eIDAS, ETSI or another standards framework, such as ISO 27001 or ISAE 3000
- Experience with ITIL or a comparable service management method
- Experience with scaling up an operation and automating manual work
The best view in The Hague
From our office you look out over the city's skyline. And it is easy to reach by public transport, car or bike.
Knowledge and technology
This is what you will work with. You do not need to know it all yet: you will learn a lot here.
- Service management: SLAs, service reports and incident handling
- Standards frameworks such as eIDAS, ETSI, ISO 27001 or ISAE 3000
- ITIL or a comparable method
- Training and competence records for audits
What we offer
- Salary In line with the market and your experience.
- Our office Easy to reach, in The Hague.
- Prospects With a view to a permanent contract.
- Your own department Room to set it up yourself.
- A growing role The registration office is growing.
- 26 days of annual leave Based on full time, plus holiday allowance.
- Pension A non-contributory scheme: €0 personal contribution.
- Lunch together Catered every day, with the whole team.
- Growth A training budget for your development.
- Padel and sport Winning is allowed, taking part is what counts.
- Knowledge sessions From legislation to new technology.
- Drinks and outings We celebrate successes together.
The team behind Cleverbase
Ambitious in what we do. Sociable in how we do it.
How applying works
Clear and personal. You always know where you stand.
- 1
Send your CV
With a short motivation. Above all, tell us who you are and why this appeals to you.
- 2
Getting to know each other
A first conversation to see whether there is a click, both ways.
- 3
Second interview
A second interview, and for some roles a real-world case.
- 4
Screening and VOG
As a trust service provider, we check identity, diplomas and references, and ask for a certificate of conduct (VOG).
Does this sound like your next step?
Send your CV and a short cover letter. You do not tick every box, but think you could add value? Get in touch anyway.