Project Coordinator in Customer Service Unit

Join our team as a Project Coordinator in Customer Service Unit!
Yes, you can! That's our attitude towards our work, ambitions, ideas and relationships. We, at Luminor, believe that anyone has the potential to achieve big things and encourage everyone to achieve them – professionally and personally.
Whoever you are, and whatever your role is, with Luminor you will get a once-in-a-lifetime opportunity to build a local banking champion.
What You Will Do:
Drive performance and results in line with Luminor's values, strategic priorities, and customer service objectives
Lead and support transformation, change, and continuous improvement initiatives to enhance operational efficiency, customer experience, and service excellence
Manage outsourced service providers, ensuring, service quality, operational efficiency, and alignment with business and customer needs
Develop and maintain performance management, employee motivation, governance frameworks, policies, and best practices
Support workforce planning, capacity management, and resource optimization
Provide reporting, analytics, insights, and recommendations to support operational and strategic decision-making
Benchmark customer service performance and best practices, identifying opportunities to improve customer and employee experience
Act as a key partner and subject matter expert for managers, Team Leaders, and cross-functional stakeholders, representing the Customer Service Unit in projects and organizational initiatives
Perform other tasks relevant to the role given by direct manager and/or functional manager
What We Expect:
Proven experience in customer service and operations management, including performance management, business transformation within banking, financial services, or other regulated industries
Customer-centric mindset with a passion for delivering service excellence and driving business results
Strong analytical skills with the ability to translate data into meaningful business actions
Strong problem solving and decision making skills
Experience leading projects, change initiatives, and process improvement activities
Higher education in Business Administration, Management, Economics, Finance or related field
Native Lithuanian and Fluent English is required in spoken and written communication
What We Offer:
Flexibility. Flexible working hours, remote work and a possibility to work from anywhere in the EU, Iceland, Switzerland and the UK (in total 90 days per year)
International teams. Teams that go outside Pan-Baltic borders where people value challenging work together with good humour and having fun
More vacation. Additional week of vacation are available to all employees who have been in the company for 1 year or more
Volunteer time off. We care about giving back to society, therefore, you will get additional days off for volunteering purposes
Paid leave. We are proud of our employees who are participating in military training. Therefore, Luminor offers 30 fully paid calendar days for military training every year
Health benefits. A competitive benefits package in addition to your salary that includes health insurance after the first 3 months pass in all three Baltic states as well as Health days in case of your absence due to sickness without a doctor's note needed
Wellbeing. Access to tools and resources that help to feel good and be productive at work and in life
Professional growth. Internal and external training programs, workshops, conferences, online training etc.
Gross salary. 2,880 - 4,320 EUR/month, which is to be determined depending on your level of experience and competencies
The application deadline is 28th of October. We are looking for a candidate primarily already located within the Baltics please apply with your CV in English and PDF format!

Work arrangement
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