About this role
Join our team as a Customer Service Team Lead!Yes, you can! That's our attitude towards our work, ambitions, ideas, and relationships. We at Luminor believe that everyone has the potential to achieve big things and encourage everyone to achieve them, professionally and personally.
As a Team Lead in Customer Service Unit, you will play a key role in shaping team performance, customer experience, and employee engagement. You will lead a team of customer service professionals, drive business results, and contribute to the continuous improvement of customer journeys and operational excellence.
What You Will Do:Ensure that CSU employees provide high quality service and customer experience for customers in all communication channels
Ensure efficient and relevant sales performance provided by CSU teams
Deliver fulfillment of individual and CSU teams targets – both - OKR’s and KPI’s
Foster the growth and potential of subordinates: deliver timely and constructive feedback on results, leverage regular 1:1 session as coaching opportunity
Manage employees access rights, follow and ensure data quality, CRM and Banking systems usage according to existing quality standards, processes and procedures with focus to minimize employees personally made mistakes
Make sure customers’ requests to be solved on timely and high-level quality
Lead proactively raise concerns to Customer Experience Unit regarding customer feedback received on relevant improvement opportunities as well as gaps in customer experience processes
Take part and provides input for activities/projects related to CSU efficiency and customer service excellence
Collaborate with other CSU Team Leads, CSU Project Coordinators, and other stakeholders, both locally and in pan-Baltic level
Report and proactively approach direct unit manager regarding risks and opportunities acknowledged in CSU business performance
Promote and execute a risk culture in the team that addresses risk awareness and risk-taking behavior
What We Expect: Prior 1-3 years of managerial experience preferably in Finance sector
A proven track of experience in sales, including demonstrated ability to consistently achieve and exceed set sales targets
Knowledge of banking products and customer service processes would be considered an advantage
Entrepreneurial mindset along with great negotiation & problem-solving ability
Planning & prioritizing skills, including budget management
Coaching and people development skills
Prior experience in cross functional and cross border cooperation
Solution and result orientated mindset
Category B driving licence and flexibility to occasionally visit different office locations in Vilnius.
Fluent Lithuanian and English are required in spoken and written communication due to working on the Pan-Baltic level
What We Offer:Flexibility. Flexible working hours, remote work and a possibility to work from anywhere in the EU, Iceland, Switzerland and the UK (in total 90 days per year)
International teams. Teams that go outside Pan-Baltic borders where people value challenging work together with good humour and having fun
More vacation. Additional week of vacation are available to all employees who have been in the company for 1 year or more
Volunteer time off. We care about giving back to society, therefore, you will get additional days off for volunteering purposes
Paid leave. We are proud of our employees who are participating in military training. Therefore, Luminor offers 30 fully paid calendar days for military training every year
Health benefits. A competitive benefits package in addition to your salary that includes health insurance after the first 3 months pass in all three Baltic states as well as Health days in case of your absence due to sickness without a doctor's note needed
Wellbeing. Access to tools and resources that help to feel good and be productive at work and in life
Professional growth. Internal and external training programs, workshops, conferences, online training etc.
Gross salary. 3510-4800 EUR/month, which is to be determined depending on your level of experience and competencies
The application deadline is 10th of October. We are looking for a candidate primarily already located within the Baltics please apply with your CV in English and PDF format!