Head of Desk - Customer Lifecycle Servicing (all genders)

at  Erste Group Bank AG

LEARNING & DEVELOPMENT

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