Behind every customer experience and every mastered financial operation at Axepta BNP Paribas Benelux, there are dedicated teams and a clear vision. Leading them is Benoît Borckmans, Head of Customer Care and Financial Operations. His professional journey reflects progressive expertise in customer service and financial operations, marked by successive transitions within evolving companies. 

His career path demonstrates solid expertise in acquiring. During the integration of Ingenico In-Store into the Axepta BNP Paribas Benelux group, he first held the position of Customer Experience Expert before advancing to Operational Development Manager, combining customer relationship optimization with the design of strategic reports. Building on this experience, he chose to refocus on relationship management by becoming Customer Care Manager. Since 2026, Benoît has also led a second team, Financial Operations, overseeing debt collection activities, acquiring support, and customer finance. 

His experience highlighted the importance of collaborative work and peer exchanges. This realization led him to apply for the role of Customer Care Manager and later expand his responsibilities to Financial Operations. Jointly managing these two teams requires a holistic vision and enhanced coordination to maintain a high level of customer service, optimize the customer journey, and improve operational efficiency. This approach addresses both strategic and operational challenges for Axepta BNP Paribas Benelux. 

A cross-functional role, where the focus is not just on optimizing processes, but above all on building bridges between teams to enhance service quality. Through precise reporting and active listening, it lays the foundation for deeper collaboration, always centered on the customer.  

To ensure seamless management of these two teams, Benoît Borckmans fosters a climate of trust, promoting transparent communication and continuous performance improvement. His objectives as a manager include achieving SLA (Service Level Agreement) and KPI (Key Performance Indicator) targets and ensuring each team member can thrive and grow professionally. Customer satisfaction and operational results serve as key indicators, while the tangible impact of teamwork on customer experience further strengthens employee motivation.

The balance between the two teams relies on a flexible organization, enabling adaptation to emergencies that may arise in Customer Care or Financial Operations. This flexibility is made possible through effective delegation to deputy managers and experts, as well as the ability to quickly readjust priorities when necessary. 

His managerial approach places human factors at its core. It is built on principles of collaboration, trust, and accountability, using a participative method. Active listening, understanding team needs and constraints, and fostering a healthy work environment are seen as essential drivers for sustainable performance.