Head of the SKY Branch Baltics (Contact Center)

Citadele’s mission is to modernise the banking sector and offer more opportunities to clients and businesses
throughout the Baltics.
In Citadele we aspire for excellence in everything we do. We are driven by challenging the norms of banking through
innovation and personalization of the experience for every client. By setting new industry standards we create our
own opportunities and deliver on promises at highest quality.
Alongside classic banking services, Citadele offers its clients a range of services based on next-generation financial
technology, including its modern app, contactless and instant payments, and finally, being the first in the Baltics to
introduce opening of an account with a selfie, payment rings and payments to mobile numbers.
According to value of assets, Citadele is the second bank in Latvia. In the yearly customer service evaluation survey
by Dive, Citadele bank was named as the bank with one of the best customer services in the Baltics - for the sixth
time Citadele`s customer service in Latvia has been evaluated as the best, No. 2 in Lithuania and No. 3 in Estonia.
Role
Citadele Bank is looking for a Head of the Sky Branch Baltics (Contact Center) who will be responsible for
a team of more than 90 people in Latvia, Lithuania and Estonia
The successful candidate will be able to:
· Ensure quality and professional customer service in the Contact Center in accordance with the customer
service standard;
· Meet Contact Center financial objectives by estimating requirements; preparing an annual budget;
· Manage daily running of the Contact Center, ensuring effective resource planning;
· Develop and maintain compensation model for Contact Center employees which supports strategic develop
ment objectives;
· Initiating and developing new projects;
· Ensure the professional growth of individual team members;
· Develop recommendations, prioritize issues and develop solutions within organization;
· Use analytics and business knowledge in further development of “Sky branch”, where innovative approach
will be applied in providing customer with an exceptional customer service.

· High level understanding in Contact Center business;
· Experience at least 5 years in managerial position;
· Ability to take responsibility, cooperate, initiate and implement change, have a desire to develop
business processes;
· Business & Service minded, solutions’ oriented, able to serve internal and external clients;
· Strong commercial sense, ability to manage large budget, set and monitor KPIs and sales targets;
· Keen on innovative technologies;
· Good project management, structured and organized personality, proven track record of successful
project implementation;
· Fluent English and one of Baltic languages;
· University degree;
· Proactive, entrepreneurial, creative person with strong initiative;
· Possibility to travel.

· Work in an international, growing company in the financial sector;
· A dynamic work environment and the opportunity to make ideas working;
· A highly passionate and ambitious team, working together to reach our strategic goals;
· Salary 4000-6000 EUR and motivational system;
· Working place – any of Baltic countries, depends on where the most suitable candidate will be.