As the Head of Remote Advisory Department, you will lead a team of over 100 employees across four key remote service channels: phone, written communication (letters), video consultations, and chatbot/chat. With 8 unit managers reporting directly to you, your mission is to ensure the delivery of exceptional customer service and advisory, while fostering a strong and collaborative team environment.
You will be accountable for achieving high Customer Satisfaction and NPS, while also overseeing sales volumes, availability, service levels, budget performance, and employee satisfaction. You will report directly to the Head of Customer Service Centre at SEB Lithuania (role to be filled soon).
Your responsibilities will include:
Develop and implement the long-term strategy for the Remote Advisory Department.Ensure customer excellence and advisory services across all remote channels.Coach, inspire, and develop your management team and wider department.Work effectively with internal stakeholders to align on goals and initiatives across the Baltics. Drive continuous improvement and digital transformation within the department.Maintain a strong focus on service delivery, efficiency, and compliance.Track and follow up on key KPIs in line with business plans, budgets, and agreements.Foster a strong service culture and employee engagement, including leading change and communication efforts during transformation
To thrive in this role we believe you have:
Great leadership skills and are people-focused and results-drivenA passion for customer service and operational excellenceA university degree, preferably in Economics, Finance, Management, or Business AdministrationProven experience in managing large teams and leading managers, ideally in a customer service, contact center, or advisory environmentA strong background in performance management, operational planning, and process optimizationExcellent communication skills, with the ability to influence, inspire, and build trustStrategic and analytical thinking, with attention to detail, quality and data-driven decision-makingStrong organizational and change leadership skills, with experience leading through transformationHigh level of integrity, professionalism, and risk awarenessFluency in written and spoken English
Benefits we offer:
Interesting and challenging work in highly professional international teamFriendly and welcoming cultureExtensive opportunities for professional developmentModern and flexible work environment
5.900 € - 8.800 € a month
(before tax deduction)
Monthly salary range for this position will depend on the experience and competencies of the selected candidate. Overall remuneration package consists of the salary together with other benefits
Do you want to be part of SEB?
Welcome to our inclusive culture, where diversity, collaboration and innovation drive our success. We value and support our employees, ensuring they feel heard, respected and empowered to make a difference.
Since we select candidates continuously, feel free to send your application today, but no later than 18th of May, 2025.
It is our fundamental belief that inclusion and diversity is crucial for our future success. We strive to have an inclusive, value-driven culture where employees feel valued, respected and involved irrespective of who they are, what they believe or where they come from.
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