Advisory Unit Manager

Customer Relationship Managment in Retail division and is responsible for delivering outstanding customer experience and sales results by implementing local initiatives whereas acting on pan-Baltic priorities set by the management. Therefore we are looking for a talented colleague to join our highly motivated and ambitious team.The main responsibility for Advisory Unit Manager is to ensure high quality of customer advisory and creating outstanding customer experience to the external private and mass business customers 

What You Will Do:

• Implement and ensure excellent customer experience within the team
• Implement Luminor strategy within the team and transform it into actionable outcomes
• Ensure services to educate customers to use remote services or self-service to ensure a smooth transition of customers 
• 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
• Represent Luminor in business communities and in different projects
• Create an environment of business growth and lead the team to achieve targets set (KPI, OKR)
• Plan, organize and follow up on team routines established (morning huddle, weekly meetings, 1-1 meetings etc.) and monitor and control the Unit’s work quality
• Ensure the data quality and inserting data into Banking systems according to existing quality standards, processes, and procedures
• Collaborate with other team leads, unit managers and department managers both locally and in pan-Baltic level
• Organize, engage, and motivate employees within your area of responsibility through building the strong team, coaching and holding direct reports accountable and developing talent in the unit

• Performance management skills as well as entrepreneurial mindset
• Previous experience in 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 border cooperation skills
• Project management skills as well as decision making ability
• Excellent written and verbal communication skills in Estonian, Russian and English language

• 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
• Professional growth. Internal and external training programs, workshops, conferences, online training etc.