„Luminor Group“ yra Baltijos šalyse veikianti bankininkystės ir finansinių paslaugų institucija, aptarnaujanti privačius asmenis ir įmones Estijoje, Latvijoje ir Lietuvoje. Bankas derina šiaurietiškas šaknis su vietos rinkų išmanymu, kad teiktų prieinamas ir nuspėjamas finansines paslaugas, įskaitant indėlių ir skolinimo sprendimus. Kaip viena iš pirmaujančių finansinių paslaugų teikėjų regione, „Luminor“ padeda klientams ir kartu prisideda prie tvaraus ekonomikos augimo Baltijos šalyse. Jo veikloje susijungia bankininkystės, finansų ir finansinių technologijų kompetencijos, aktualios žmonėms, svarstantiems karjerą regiono finansinių paslaugų sektoriuje.
Customer Service Project Coordinator
Coordinate service transformation and performance initiatives at Luminor, a bank operating across the Baltics. The role covers outsourced provider management, workforce planning, analytics, and service quality.
Aprašymas
- Align customer service performance with Luminor’s values, strategic priorities, and service objectives.
- Lead and support transformation, change, and continuous improvement work.
- Oversee outsourced service providers, maintaining service quality, efficient operations, and alignment with business and customer needs.
- Build and maintain performance management and employee motivation practices, governance frameworks, policies, and best practices.
- Help plan workforce needs, manage capacity, and optimize resources.
- Prepare reports, analyze performance, and provide insights and recommendations for operational and strategic decisions.
- Compare customer service results and practices to identify ways to improve customer and employee experience.
- Advise managers, Team Leaders, and cross-functional partners as a subject matter expert.
- Represent the Customer Service Unit in projects and organizational initiatives.
- Handle other duties assigned by the direct or functional manager.
Reikalavimai
- Demonstrated experience in customer service and operations management, including performance management and business transformation in banking, financial services, or another regulated sector.
- A customer-focused outlook and commitment to service quality and business results.
- Strong analytical ability, including turning data into practical business actions.
- Strong problem-solving and decision-making capabilities.
- Experience leading projects, change efforts, and process improvements.
- A higher education qualification in Business Administration, Management, Economics, Finance, or a related discipline.
- Native-level Lithuanian and fluent spoken and written English.
- Primarily based in the Baltics.
- Submit a CV in English as a PDF.
Privalumai
- Flexible working hours.
- Remote work, with the option to work from anywhere in the EU, Iceland, Switzerland, or the UK for up to 90 days each year.
- International teams.
- An extra week of annual leave after one year with the company.
- Additional leave for volunteering.
- 30 fully paid calendar days each year for military training.
- Health insurance after the first three months, in all three Baltic states.
- Sick days that do not require a doctor's note.
- Wellbeing tools and resources.
- Internal and external training, workshops, conferences, and online courses.