ILZE LĪCE

• Creating a customized solution for premium customers: customer service program development and maintenance (Gold, Affluent Banking, BB support to Private Banking), incl., customer criteria, offering, communication rules, perks and loyalty;
• Baltic Banking project management: customer experience improvement projects, efficiency projects and activities;
• Teamwork and stakeholder relations: teaming up with stakeholders from various areas, i.e., from product and service areas to IT and developers.

• Affluent, Gold CSP database development and maintenance: defining criteria's, establishing communication rules, providing perks; support to front office in communication with clients and claims handling;
• Project management and new product launch: daily banking product which include cards and payments, loyalty and segment service projects;
• Building an excellent service experience for wealthiest clients and profitability for the bank (incl., goal setting and result measuring);
• Clients satisfaction surveys management and preparation, result evaluation, initiation of improvements in Baltic (used surveys: TRIM, NPS, Netigate survey solution, calls);
• Collaboration with multicultural and remote teams: managing relationships with stakeholders.

Responsibilities in building and construction company:

• Business process management and cost efficiency: income control of building projects;
• Finance, legal documentation management, incl., internal audit;
• Negotiation and relationship management with customers and partners, claims handling and solving;
• Projects and documentation management according to Norwegian building standards NS8417, NS8406;
• New company opening and preparing for work in accordance with national laws of countries (LT, NO).

• Team lead of 3-11 FTE, KPI control and management;
• Project management: developed Private Banking (PB) card concept and debit card, PB i-bank, web, established customer service 24/7;
• PB customer acquisition, process management, provided service to customers with assets >200k EUR;
• PB and Private Wealth Management client segment proposition development (criteria's, service model, offering);
• Communication management in channels (internet bank, web, phone consultation center, post);
• Customer and employees satisfaction surveys management;
• Training program for employees development, organization;
• Marketing activities: development of representative materials, participation in organization of customer events.