About the job

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-driven
A passion for customer service and operational excellence
A university degree, preferably in Economics, Finance, Management, or Business Administration
Proven experience in managing large teams and leading managers, ideally in a customer service, contact center, or advisory environment
A strong background in performance management, operational planning, and process optimization
Excellent communication skills, with the ability to influence, inspire, and build trust
Strategic and analytical thinking, with attention to detail, quality and data-driven decision-making
Strong organizational and change leadership skills, with experience leading through transformation
High level of integrity, professionalism, and risk awareness
Fluency in written and spoken English

Benefits we offer:

Interesting and challenging work in highly professional international team
Friendly and welcoming culture
Extensive opportunities for professional development
Modern and flexible work environment

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.

Learn more about working at SEB: Create your success story with SEB | SEB

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.