Luminor Group je baltska bančna in finančna institucija, ki posameznikom in podjetjem nudi storitve v Estoniji, Latviji in Litvi. Banka združuje nordijske korenine s poznavanjem lokalnih trgov ter zagotavlja dostopne in predvidljive finančne storitve, vključno z rešitvami za depozite in posojila. Kot eden vodilnih ponudnikov finančnih storitev v regiji Luminor podpira svoje stranke in prispeva k trajnostni gospodarski rasti v baltskih državah. Njegovo delo povezuje strokovno znanje s področij bančništva, financ in fintecha za ljudi, ki razmišljajo o karieri v sektorju finančnih storitev v regiji.
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.
Opis
- 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.
Zahteve
- 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.
Ugodnosti
- 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.