Head of Desk - Customer Lifecycle Servicing (all genders)

Head of Desk - Customer Lifecycle Servicing (all genders)

Erste Group was founded in 1819 as the first Austrian savings bank and today it is one of the largest banking groups in Central and Eastern Europe (CEE). As an attractive employer, Erste Group offers interesting career opportunities in an international environment.

Customer Lifecycle Servicing and Solutions is a highly exposed unit with many stakeholders and with a capacity to perform high impact changes for our customers and colleagues. We are responsible for managing various processes for all customer segments, with the primary goal to provide exceptional experience both to our internal and external customers. We strive for continuous process improvements that assures compliancy and quality of the process, to enable smart digitalization whilst always keeping the customer focus.The unit has three Desks and we are looking for a new Head of Desk for the Servicing team that is responsible for the customer lifecycle management for all customer segments.

• As Head of the Customer Lifecycle Servicing desk, you have the functional responsibility for approximately 10 colleagues and need to manage roles, responsibilities and delegation of tasks
• Develop a Desk strategy closely aligned with the division and bank strategies as well as our core key performance indicators (KPI’s)
• Ensure a high level of quality in the team and provide consistent reporting on KPI’s
• Represent the Desk to senior stakeholders for all sales segments (private individuals, corporates, banks, etc.) as well as Compliance, Risk, IT, etc.
• Follow a pragmatic approach to getting things done and continuously strive to improve efficiency through process improvements and utilization of technology
• Represent the Desk in internal and external audits
• You will contribute to the success and efficiency of the team and respective processing Units
• Manage contracts (incl. SLA’s) and budgeting topics

• At least five years background in the banking industry, with solid experience in process improvement, Operations and/or Compliance
• Leadership experience is an advantage
• Exceptional knowledge of compliance and legal requirements, particularly related to KYC, and you have a solid understanding of how a bank works
• You're customer-oriented and have excellent communication skills, making it easy for you to interact with people at all levels in an intercultural and diverse environment
• You follow technology trends and are able to identify and implement practical improvements
• Being structured and well organized is second nature to you and you are able to present complex topics in an understandable and persuasive away to different stakeholders
• You're self-accountable and solution-oriented, with a hands-on mindset, a positive, entrepreneurial, and agile spirit, and the willingness to accept challenges
• If you're fluent in English and German and want to be part of a dynamic and passionate team that's dedicated to improving the customer experience, we encourage you to apply now. Let's make a difference together!

• We are a team who lives and breathes innovation and digital transformation and likes to push boundaries to the next level

• We are open minded, supportive and always ready to go the extra mile for our customers

• We take care of your personal wellbeing, career development, and we actively support your educational needs

• Discover and enjoy the benefits of Erste Group

• The minimum wage for this full-time position in accordance with the collective agreement with complete fulfillment of the functional profile is EUR 48.323,-- gross per year. But this is just a formality - we would be happy to talk about your actual salary in person!

• We offer our employees the opportunity to divide their hours between working from home and at the office.

• We consider the diversity of our employees as key to innovation and success. As employer we are proud to offer everyone equal chances, irrespective of age, skin colour, religious belief, gender, sexual orientation or origin.

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