Head of Human Assisted Sales

Are you open to new ideas, do you value creative freedom and live for cultural diversity? Do you desire mutual trust and responsibility? Would you like to work in a bank that has grown over 125 years and is active as a leading commercial and investment bank in Austria and Central and Eastern Europe (CEE)? Then you’ve found just the right place at Raiffeisen Bank International (RBI).
- Would you like to take on a new challenge and lead the transformation of assisted sales & service in Retail banking across all our markets? Are you ready to reinvent the role of human assistance for the best interests of our customers, employees, and the organization? If you have a start-up mindset and enjoy working in a fast-paced environment, you will not regret that you have joined us on this journey. This role reports to the Group Head of Retail Customer Growth and is supported by a senior core team in Vienna and a large international community on RBI markets.

**Head of Human Assisted Sales & Services (w/m/x)**:

- In this role your will be engaged in strategic discussions with key stakeholders as RBI Management Board, CEOs of RBI Group network banks and local retail board members, driving assisted channels transformation and digitization of physical branches and contact centers. You will be responsible for developing, defining, and optimizing an omnichannel relationship experience in the RBI network banks and B-Type business models, offering assisted services to boost customer experience in digital journeys. Finally, you will ensure continuous improvement of the operating model, enabling the adoption of new digital offerings to our clients.
- Does it sound like a big challenge to you? Do not worry - you will lead a team of professionals and experts in the field who are there to support you. What competencies do you need to have to make everything happen? Well, you must be an engaging leader capable of uniting senior stakeholders on different markets around your transformation journey, passionate about the topic and focused on excelling in customer experience. Moreover, we are seeking a person who loves learning and further development and is eager to let their employees and colleagues grow in their roles In your team you will have the pleasure to work with senior business experts, business technologists, and working with network bank Retail and Sales head to execute the strategies.
- To be transparent already at the beginning we would like to share with you a few figures. The retail business line generated in the year 2021 a gross income of EUR 2.6 billion and PBT of EUR 861 million, servicing 13 million active retail customers.**What are the skills and competencies we are seeking?**:

- Experience in cross-functional and cross-country collaboration and business line management
- Innovative thinking with ability to drive transformation with customer centric and hands-on approach
- Ability to build and shape a community and create an open environment based on experience exchange to successfully deliver on the RBI’s vision
- Experience in sales, business transformation, branch network and contact center management
- Strong interpersonal and communication skills and ability to unite different views and maturity stages to achieve the common goal
- Strong commercial background in retail financial services (min of 7 y)
- Proven leadership skills and ability to define employees’ roles in assisted channels, skills and development paths needed for the future
- Analytical mindset passionate to verify decisions with numbers
- Experience with agile set up and ability to develop agile way of working principles in assisted channels
- Knowledge of technological platforms powering assisted sales is an advantage
- Knowledge of CX frameworks is an advantage

**What can you expect in return?**:

- A unique opportunity to drive business transformation at a large international organization committed to transform
- A team of top international talents who share the same goals and are eager to push the digital transformation forward
- Innovative and meaningful work that will have a direct impact on customer satisfaction and on the company’s results
- Flexible working arrangements so that you can determine your own work-life balance
- A fair compensation package **starting **at EUR 110.000 gross p.a., possibility of a yearly bonus, a bunch of company benefits and the possibility of professional growth.

RBI AG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ethnicity, race or color, national origin, religion, political or other opinion, gender, sexual orientation or disability.