Contact Center Regional Manager

American 1 Credit Union•Jackson, MI

10d•$96,072

About The Position

The Contact Center Regional Manager is responsible for taking the lead in creating the best member experiences through all of credit union’s contact center departments by providing leadership, direction, coaching and accountability to the Department Managers who oversee day to day operations in their departments. The leadership influence includes hiring, employee development, lending, product sales coaching, project support and member growth. The Contact Center Regional Manager is dedicated to working with the Branch Operations Leadership team to create and sustain a culture that is filled with people who are Focused, Engaged, Trustworthy, Humbly Confident and driven to Achieve. The Contact Center Regional Manager works collaboratively with the entire Branch Operations Leadership team and support departments to assure that our team is optimally engaged and fulfilled in their work and, as a result, the member experience is superior, and goals are achieved.

Requirements

Bachelor’s degree preferred
Minimum 3 years at a management level and demonstrated strong leadership and communication skills

Nice To Haves

Excellent verbal and written communication skills
Working knowledge of PC applications such as Microsoft Office
Ability to work independently or as a collaborative member of a team
Ability to direct other team members and coach others
Knowledge of credit union products, services, policies, core processes and procedures
Ability to provide supervisory leadership of professional- and intermediate-level staff
Demonstrated member-focused strategy skills
Demonstrated skill in gathering, reporting, and summarizing trends in data
Ability to express oneself clearly and articulately both orally and in writing
Ability to make decisions and take initiative in problem resolution
Ability to exercise tact and responsibility with handling confidential information

Responsibilities

Lead, Manage and Accountability: Committed to leading and managing in a way that creates an environment in which accountable employees thrive and non-accountable people choose to leave. Lead Department Managers in performance, coaching, and development of themselves and their employees. This includes hiring, training, developing, and performance management. Effectively uses people analyzer to find right people, right seats.
Branch Operations Leadership Team Collaboration: Collaborate with the Branch Operations Leadership team in all discussions relevant to the American 1 culture, branch operation processes and overall member experience. Participates supporting team and executing the credit union’s short- and long-term goals and objectives and communicates such goals and objectives to department managers.
Focus on Purpose/Mission: Focused on credit union purpose and mission statement of creating financial wellness in our community through everyday banking.
Accountability Measurement and Coaching: Ensures region’s department goals and performance are aligned with organizational scorecard and business plan. Monitor, manage, and report on branch operation goals for membership, scorecard metrics and reports to VP of Branch Operations.
Employee Recruitment and Retention: Works with department managers to ensure that their teams are staffed with team members that are engaged, embrace and demonstrate our core values, fulfilled in their work, properly trained and receiving regular feedback on performance.
Diversity, Equity, and Inclusion: Committed to building and supporting a culture that is inclusive for all.
Leadership Growth Support: Supports managers in assessment, reporting, coaching, training, and improvement plan recommendations for the team members as needed.
Team Visibility and Support: Supports managers by checking in and building employee relationships. Resolves escalated concerns of credit union members and/or employees with a goal of retaining membership and employees. Serves as a back-up for department managers in their absence.
Core Process, Policy and Procedure Review and Recommendations: Responsible for following and coaching to all branch operations core processes, policies, and procedures. Makes recommendations to VP of Branch Operations when appropriate. Assures team is following all processes, policies, and procedures, including policies and procedures for customer identification and all BSA requirements
Community Advocate: Serves as a representative of the credit union within the institution, actively visible at credit union events, and supporting creating relationships within the region.