Customer Relations Unit Manager

About the job

Customer Relations Unit Manager

Our Customer Relations Center ensures the omnichannel point of contact with our customers, welcoming, guiding, and advising on all daily banking products, our digital solutions, and financing advice from our network of brokers. About ten collaborators are essential actors in customer satisfaction, ensuring high availability and resolution of requests at first contact.

To complete our team within our Customer Relations Center based in Colombier, we are looking for, for a start date to be agreed upon, a

Customer Relations Center Manager

General mission of the role

As the Customer Relations Center Manager, your mission is to implement the strategy defined by the bank's management and ensure a high-quality service for customers by managing activities and developing your team members.

Main tasks

• Ensure the supervision of the team of advisors with the common goal of achieving set objectives.
• Assume responsibility for the operation of the customer relations center according to quality standards set by management.
• Support teams to develop professional skills and adopt a commercial orientation in handling remote contacts (by phone, email, etc.)
• Maintain and develop the network of brokers contributing to mortgage loan business.
• Coordinate team availability for the different advisory centers to continuously guarantee staff presence to distribute the workload.
• Encourage advisors to act as ambassadors for the proposed digital solutions and support customers in this change.
• Work closely with other internal departments to increase cross-selling, optimize processes, and concretely implement measures and action plans for issues encountered in the unit.
• Stay constantly informed about the evolution of banking products offered to customers.

Professional skills and abilities

• Have confirmed professional experience in a call center environment (min. 5 years)
• Demonstrate successful team management experience in a dynamic and changing context.
• Experience with maintaining and creating sales KPIs and performance monitoring of a call center.
• Speaking German at a B2 level is a real asset for the role.
• Show a strong interest in finance and IT solutions.

Personal qualities

• Solution-oriented and showing a real ability to propose ideas.
• Capable of quickly integrating into a complex, evolving, and dynamic environment.
• An undisputed leader, your teams naturally follow you in your objectives.
• Your skills in organization, planning, and time optimization are among your natural strengths.
• Your listening ability makes you an appreciated and respected manager.

Work rate: 100%

Reporting to: Digital Consulting & Services

Workplace: Administrative Center of Colombier

Application deadline: December 5, 2025