Head of Remote advisory Department (Contact center)|SEB, Vilnius

We are currently looking to fill the role of Head of Remote advisory Department (Contact center), within our Retail Banking division in SEB Lithuania. If you have a desire to lead the Remote advisory department, ensuring that SEB delivers world class service in a fast-changing environment, it might be a position for you.

• As a Head of Remote advisory department, you will be responsible for leading and developing the department of 120+ employees to deliver world-class service to our customers. You will be overall responsible for customer’s world class advisory through 4 channels: phone, written communication (letters), video consultations, chatbot-chat. Your direct reports will be 9 heads of units within department.
• As Head of Department, you will manage an established team and be responsible to the delivery of the business plan. Your main target will be high NPS and Customer satisfaction ratio. As well you will be overall responsible for department’s other goals such as sales volumes, availability, service level, budgets and high employee satisfaction. As such your tasks will consist of, but are not exclusive to:
• develop and implement long term strategy of the Remote advisory Department
• contribute to a great team spirit