About the position
The position is responsible for setting team-level strategic action plans, developing vision, setting high standards, and executing ideas. The role involves overseeing a high performing operations team to achieve business goals while maintaining employee satisfaction through leadership, communication, coaching, and professional development. The individual will ensure timely and quality resolution of customer/client inquiries and work closely with Compliance to deliver timely and quality written correspondence. Additionally, the role includes workload management for cross-functional teams, hiring staff, developing key business tactics, and proactively resolving potential issues. The position also requires creating and maintaining a team culture focused on customer satisfaction and professional support, driving improvements in business processes, and serving as a subject matter expert for documenting new procedures and business process maps.
Responsibilities
- Responsible for setting team-level strategic action plans, developing vision, setting high standards, and executing to ideas
- Oversee a high performing operations team to achieve business goals
- Maintain employee satisfaction by providing leadership, communication, coaching and professional development to direct reports and their teams
- Ensure timely, quality resolution of customer/client inquiries
- Work closely with Compliance to deliver timely and quality written correspondence
- Provide workload management for cross functional teams, ensuring that SLAs are consistently met
- Responsible for hiring of staff and developing key business tactics to ensure department service needs and customer satisfaction levels are achieved
- Proactively resolve potential issues, with escalation when appropriate
- Creates and maintain a team culture with intense focus on customer satisfaction and professional customer support, balanced with consistent achievement of standard business objectives
- Work closely with cross functional partners to ensure collaboration and process efficiencies are maintained
- Drives improvements in business processes, ensures optimal resource utilization
- Delegate for processes, controls, and issues management, including error validation and audits
- Serves as subject matter expert, assists with documenting net new procedures and business process maps
Requirements
- Bachelor's degree or relevant years of experience
- Minimum of 3 years of banking or contact center operation experience
- Minimum of 5 years supervisory experience and managing other leaders
- Must be self-directed, self-starter, detail oriented, critical thinker, positive attitude, driven, able to work independently in a team-oriented and fast paced environment
- Proficient in writing skills, including research, outlining, editing, revising, grammar, and sentence structure
Nice-to-haves
- Leadership experience in a startup environment
- Experience working with Consumer Complaints, Advocacy, Change Management and/or Compliance Teams
