Join our team as a Customer Service Unit Manager!

Yes, you can! That's our attitude towards our work, ambitious, ideas and relationships. We, at Luminor, believe that anyone has the potential to achieve big things and we encourage everyone to achieve them – professionally and personally.

Whoever you are, and whatever your role is, with Luminor you will get a once-in-a-lifetime opportunity to literally build a local banking champion.

Customer Service Unit Manager will be taking a crucial role in transforming Luminor Retail banking, including the way of working, serving customers and ensuring the best results. This role includes the responsibility for implementing Luminor strategy and providing full range of banking services to private and mass business customers, as well as providing customer service support to other customer segments.

What You Will Do:

• Take responsibility for Unit’s business results, sustainable growth, customer focus and efficiency
• Implement Luminor strategy within the team and transform it into actionable outcomes, maintaining close cooperation with other units to achieve common business targets
• Create an environment of business growth and lead the team to achieve set targets (KPI, OKR)
• Enable handling incoming customer requests within agreed timeframes (SLAs)
• Ensure service delivery for Private and Business customers
• Establish great collaboration with main stakeholders in other business units both on local and Pan-Baltic level
• Ensure the quality of customer service as well as risk management
  
• Fulfill all compliance requirements according to internal procedures
• Ensure efficient staffing of the unit, selection of team members and building the high performing team
• Plan, organize and follow up on team routines established (morning huddle, weekly meetings, 1-1 meetings etc.)
• Be a role model and develop the team members through various leadership techniques (coaching, leading virtual teams, performance management etc.)
• Monitor and control the Unit's work quality, data quality and CRM culture

What We Expect: 

• Performance management skills as well as entrepreneurial mindset
• Customer Experience creation as well as product and process knowledge
• Leadership mindset and coaching & people development skills
• Presentation skills as well outstanding planning & prioritizing skills
• Cross functional and cross border cooperation skills
• Project management skills as well as decision making ability
• Fluent local language, English and Russian are required in spoken and written communication

What We Offer:

• Flexibility. Flexible working hours, remote work and possibility to work from anywhere in EU, Iceland, Switzerland and UK (in total 90 days per year)
• International teams. Teams that go outside Pan-Baltic boarders where people value challenging work together with good humour and having fun
• More vacation. Additional week of vacation 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
• Health benefits. A competitive benefits package in addition to your salary that includes health insurance in Lithuania and Latvia, and Wellness package in Estonia. As well as, Health days in case of your absence due to sickness
• Wellbeing. Access to tools and resources that help to feel good and be productive at work and in life
• Flexible benefits. Extra vacation of 2 days, upgrade on health insurance/wellness package, Employer's contributions to employee's 3rd pillar pension straight after first year of working
• Professional growth. Internal and external training programs, workshops, conferences, online training etc.
• Technical necessities. From laptop and mobile phone to monitors for your home office set-up
• Gross salary. 3650 - 5920 EUR/month, which is to be determined depending on your level of experience and competencies

Application deadline is 25th of July