Balancing human and digital: Eurobank Bulgaria (Postbank)

Nikolay Lazarov is Head of Sales Division for Retail Customers at Eurobank Bulgaria (aka Postbank). He discusses his role, the challenges posed by inflation, and the balance between human contact and digital interaction in retail banking, in an interview for the Qorus-Avanade report titled Balancing human and digital: Are banks losing touch with customers?


What are your roles and responsibilities in the bank?

I hold the role of Head of the Sales Division for individual retail customers at Postbank Bulgaria. In this position, I oversee the daily activities, outcomes and strategies related to sales, managing a wide range of distribution channels including digital platforms, direct sales centres (branch network, telemarketing, partner networks, and catering to various segments such as the premium segment, affluent segment, youth banking, primary clients, key B2B partnerships, „Momento” express banking centres, and digital sales. This role offers ample opportunities for innovation and the implementation of digital solutions, making it a highly dynamic position.