Team Lead in Customer Service Unit

Team Lead in Customer Service Unit Join us and get a once-in-a-lifetime opportunity to literally build a local banking champion! Apply now 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 ! Division Retail Banking Sales Role Customer Relationship Management Lithuania Department Location Vilnius, Lithuania Remote status Hybrid Employment type Full-time Yes, you can! That's our attitude Towards our work, ambitions, 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. About Luminor Group Luminor is the leading independent bank in the Baltics and the third-largest provider of financial services in our region. We serve the financial needs of individuals, families, and companies. Just like our home markets of Estonia, Latvia, and Lithuania we are young, dynamic, and forward looking. Luminor has a strong and capable team that is committed to achieving our strategic objectives. We are dedicated to supporting sustainable growth in the Baltic region by providing a long-term commitment to businesses and individuals.