Project Coordinator, Customer Service

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!