Head of Customer Lifecycle Daily Business

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Head of Customer Lifecycle Daily Business (all genders)

Location: Vienna

Working Hours: Full-time

Occupation Area: Banking Operations

Company: Erste Group Bank AG

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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.

At Daily Banking Services, our mission is clear: assure operational excellence, deliver seamless, reliable, and innovative services to our customers. We aim to make banking easier, faster, and more transparent by combining digital solutions with personalized support.The Customer Lifecycle Daily Business (Processing) Unit is the engine behind our operations. This team ensures everything runs smoothly – from customer KYC onboarding, account management, and account changes, client and product setup, data registers, solvencies to KYC review and offboarding. Together, we ensure that every step of the customer journey is efficient, transparent, and compliant.Are you ready to make a real impact by shaping customer-centric processes and driving operational success? We are looking for a dynamic and experienced leader to join us as the Head of Customer Lifecycle Daily Business – a role where you will turn vision into action, and enhance the financial lives of our customers with processes that are efficient, compliant, and future-ready.Lead with Vision. Deliver Excellence. Drive Customer Satisfaction.

Your Mission

As Head of Customer Lifecycle Daily Business, you will:

• Lead with Purpose: you will be entrusted with a diverse team, driving their growth and fostering a culture of innovation and excellence for KYC, data and account management.
• Deliver Excellence: Ensure compliance, quality, and efficiency in all processes. Stay ahead of regulatory standards and requirements. Use data-driven insights to guide decisions and measure success
• Inspire Change : Lead transformative initiatives to digitize and automate daily business workflows, eliminating inefficiencies and enhancing the customer experience.
• Build Collaboration: Act as a strategic partner to stakeholders across the organization, ensuring alignment on goals and execution.

Your Day-to-Day Responsibilities

• Lead the Team: Manage a team by setting clear goals, offering continuous development opportunities, and fostering collaboration and feedback culture. Manage budgets.
• Inspire: Empower a team to deliver exceptional results with customer centric mindset.
• Data-Driven Decisions: Use data, KPIs and analytics to evaluate process performance, improve efficiency, and use it for decision-making.
• Shape the Future: Propose practical solutions for digitization and automation, focusing on real customer needs and compliancy.
• Ensure Quality: Conduct regular reviews of quality, risks, and compliance in close cooperation with regulators and auditors.
• Drive Collaboration: Work closely with business stakeholders, compliance, and product teams. Act as the go-to person for senior management and cross-functional teams, ensuring operational excellence in daily business for for respective KYC processes.

Your Background

• University degree or equivalent
• At least 5 years of experience in banking and at least 3 years in operations (or similar functions)
• At least 2 years of experience in steering or managing operations teams in group environment (multi-cultural teams)
• Excellent analytical and leadership skills, profound customer orientation and very high resilience
• Excellent understanding of compliancy framework, regulatory environment, and the interaction with banking supervisors and regulators
• Proven track record in priority setting, capacity planning and workflow management
• Profound knowledge of customer lifecycle operations or product knowledge with regard to customer lifecycle products
• Sound understanding of overall IT landscape (preferably of Erste Group)
• Excellent English and preferably excellent German language skills

Our Offer

• Make a difference in a diverse, multi-cultural and international environment
• We care for your personal well-being and career development while actively supporting
• Discover and enjoy the benefits of Erste Group
• The minimum wage for this full-time position in accordance with the collective agreement with complete fulfillment of the functional profile is EUR 53.569,-- gross per year. But this is just a formality - we would be happy to talk about your actual salary in person
• We offer our employees the opportunity to divide their hours between working from home and at the office.
• We consider the diversity of our employees as key to innovation and success. As employer we are proud to offer everyone equal chances, irrespective of age, skin colour, religious belief, gender, sexual orientation or origin.

Contact

Stefan Locker

Apply online

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