Team Lead of Cross-Border Unit
Area: Cross-Border Unit
Location: Tallinn, Estonia
Type: Temporary (maternity leave substitute), full-time
What you'll be doing
You will lead the team of 5-members who are serving the customers via phone and e-mail in our Cross-Border countries (Germany, Austria, Netherlands).
You will ensure that deposits are offered in Cross-Border countries according to the local market practices, legal restrictions and with a high-level customer service quality.
Why is this important to Bigbank?
We like our customers and want them to have a delightful user experience. This is where you come in. The sales of the deposits are necessary to finance the business of the bank.
How you'll spend your day
Organising and coordinating high-quality customer service and efficient and productive functioning of the Unit.
Providing emergency customer service.
Monitoring systematically and analysing the end-to-end customer experience across multiple channels and customer touch-points.
Creating content to increase the brand awareness and trustworthiness in Cross-Border countries.
Preparing Unit’s marketing budget and monitoring the efficient fulfilment of it.
Ensuring the customer data quality in our customer management systems on high level and up to date.
Making improvement recommendations regarding our Cross-Border services.
Organising and ensuring the Unit’s role as the first line of defence towards risks of all kind based on internal and external regulations and input from internal parties
Things you’re already doing:
You have advanced level of English and advanced level of German or Dutch.
You have team management experience, preferably in a multicultural team.
You have experience in market and product performance analysis.
You have good presentation, public speaking and communication skills.
You are able to lead people to meet challenges and constantly improve.
You are inspired to try and use new technologies and tools.
Things we're working on
First, we transformed from old school offices-based banking to purely digital banking. Next, we dove into the digital journeys of our customers and figured out what they need for excellent experience. Now, we are building a new banking platform made up of micro services, renewing our entire technology stack.
Tools you'll be working with
Gensys, MS Office, banking software, Atlassian tools
You'll be rewarded like this
Competitive salary (reviewed yearly based on your performance)
Good conditions for professional and personal development
'Let's do this' mentality in international banking environment
Monthly sports benefit + free participation at 2 national sport events
Additionally 2 paid important personal days
3 paid ‘stay at home and get well’ days
You have a dedicated contact person always ready to answer all your questions. Just write to Triin Liisma, the Head of WOW Support Services, Tallinn, or call her at +372 5665 8813.
Send us an email firstname.lastname@example.org by September 17th, 2019.