Team Lead - Warsaw Customer Account Management

Us Bank; Warszawa; Hybrid; PLN 120,000 - 160,000; Full time

Job summary

U.S. Bank seeks a Team Lead for overseeing a team of Customer Account Managers in Poland. This role involves managing account performance, client relationships, and collaboration with various departments to meet business goals. Ideal candidates will have strong management skills, a customer-centric approach, and knowledge of the banking sector.

Benefits

Diverse working environment

Career growth development resources

Health and financial security benefits

Qualifications

• Must have the right to work in Poland.
• Experience in the payments industry (PAN European) required.
• Knowledge of payment gateway providers advantageous.

Responsibilities

• Oversee account management specialists, supporting their professional growth.
• Monitor KPIs and take actions to optimize team results.
• Manage client escalations and resolve complex issues.

Skills

Collaboration

Customer Centricity

Drive for Results

Inclusion

Risk Management

Ethics and Trust

Education

C1 level English

3-5 years management experience

2+ years banking/financial services experience

Tools

Salesforce

Job description

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One.

As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.

Job Description

Team Lead is responsible for the leading a team of 10 Customer Account Managers for the SME Customer portfolio in Poland. They must employ strategies and take the necessary action to ensure that our attrition measures of revenue. Customer number and volume are managed to support the growth objectives of the European business.

Responsibilities

• Overseeing the work of account management specialists, supporting them in their daily tasks, and fostering their professional growth.
• Monitoring key performance indicators (KPIs) for the team and taking corrective actions to optimize results.
• Building and maintaining positive relationships with key clients, ensuring satisfaction and long-term cooperation.
• Implementing and optimizing processes related to customer service, identifying and resolving issues.
• Close collaboration with sales, marketing, and operations departments to ensure consistency of actions and achievement of shared business goals.
• Preparing reports on team performance and customer service outcomes.
• Managing client escalations and resolving complex issues to ensure high levels of satisfaction.

Competencies

• Collaboration – Build partnerships and promote a culture of teamwork to drive one U.S. Bank.
• CustomerCentricity – Build strongcustomerrelationships and delivercustomercentric solutions.
• Drive for Results – Hold self and othersaccountable to consistently achieve meaningful results.
• Inclusion – Build a culture of equity and inclusion in which diverse ideas, talent and perspectives are welcomed and encouraged.
• Risk- Appropriately identify and manage risks, in compliance with applicable laws, rules and regulations, and with Company Policy.
• Ethics and Trust - Maintain high ethical standards; gain the confidence and trust of others through honesty, integrity and authenticity.

Technical Competencies for your role – what are you expected to know

• Experience and knowledge of payments industry - PAN European.
• Knowledge of technology and payment gateway providers advantageous.
• Well-developed understanding of sales methodologies.
• Knowledge of CRM systems e.g. Salesforce.

Qualifications

• English level C1 – Please submit an English CV only.
• 3-5 years of management experience.
• 2+ years of banking/financial services experience is a plus.
• Knowledge of Salesforce CRM system is a plus.
• Must have the right to work in Poland.

The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.

This role has been identified as a Controlled Function (“CF4, CF7 ”) under the Central Bank of Ireland’s Fitness & Probity Regime. Accordingly, the Company must be satisfied on reasonable grounds that the role holder complies at all times with the Fitness and Probity Standards.

Applicants agree to permit the Company (or its agents) to conduct such due diligence as it deems necessary to satisfy itself on reasonable grounds that you comply with the Fitness and Probity Standards and that you will provide the Company with all information and/or documentation relating to your qualifications, experience, employment history, financial soundness and other interests that the Company requests for that purpose.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to ourdisability accommodations for applicants.

Benefits:

We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security; and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine.

Posting may be closed earlier due to high volume of applicants.