Working with us means believing in the future; in the great people who are shaping it together every day and in the wide ranging career paths it opens up. #believeinyourself Head of Desk Customer Lifecycle Servicing (all genders) Location: Vienna Working Hours: Full time Occupation Area: Banking Operations Company: Erste Group Bank AG Benefits Sports and leisure Health Center Good transport connection Employee benefits Culinary delights 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. Customer Lifecycle Servicing and Solutions is a highly exposed unit with many stakeholders and with a capacity to perform high impact changes for our customers and colleagues. We are responsible for managing various processes for all customer segments, with the primary goal to provide exceptional experience both to our internal and external customers. We strive for continuous process improvements that assures compliancy and quality of the process, to enable smart digitalization whilst always keeping the customer focus.We are looking for a new Head of Desk for the Servicing team that is responsible for the customer lifecycle management for all customer segments. Your Tasks * As Head of the Customer Lifecycle Servicing desk, you have the functional responsibility for approximately 10 colleagues and need to manage roles, responsibilities and delegation of tasks * Foster growth in the team and set the quality aspirations for the team * Develop a desk strategy closely aligned with the division and bank strategies as well as our core key performance indicators (KPI''s) * Ensure a high level of quality in the team and provide consistent reporting on KPI''s * Represent the desk to senior stakeholders for all sales segments (private individuals, corporates, banks, etc.) as well as compliance, risk, IT, etc. * Follow a pragmatic approach to getting things done and continuously strive to improve efficiency through process improvements and utilization of technology * Represent the desk in internal and external audits * Contribute to the success and efficiency of the team and respective processing Units * Manage contracts (incl. SLA''s) and budgeting topics Your Background * At least five years background in the banking industry, with solid experience in process improvement, operations and/or compliance * Leadership experience is an advantage * Knowledge of compliance and legal requirements, particularly related to KYC, and you have a solid understanding of how a bank works * You''re customer oriented and have excellent communication skills, making it easy for you to interact with people at all levels in an intercultural and diverse environment * You follow technology trends and are able to identify a