Executive Director, Bank Sales and Service Contact Center

USAA•San Antonio, TX

2d•$147,750 - $265,950•Hybrid

About The Position

The Executive Director, Bank Sales and Service Contact Center, provides executive leadership, strategic direction, and resource stewardship of the Bank Sales and Service Contact Center organization. Leads Member Contact and Experience for the Bank; plans, coordinates, and oversees operations which allow employees to meet or exceed member service expectations. Shares accountability for overall Bank Sales and Service Contact Center performance, Omnichannel organizational goals, and aligning objectives with the business strategy. Creates a culture that focuses on continuous improvement, excellence, and a compliance/service-oriented approach. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position is based in San Antonio, TX. Relocation assistance is available for this position.

Requirements

10+ years of progressive contact center experience in a financial services industry supporting clients/customers/members in a multi-channel environment (voice, web, live chat, email, mobile, social media).
4 years of people leadership experience in building, managing and/or developing high-performing teams required with demonstrated ability developing talent, managing workflow, engaging and inspiring staff and peers, and fostering open communication.
3 years of experience developing strategy and executing very large-scale programs requiring data analytics and driving enterprise wide improvements.
Deep understanding of banking regulatory environment, regulatory requirements, and application of compliance-related policies and procedures (e.g.Sales Practices, Unfair, Deceptive, or Abusive Acts or Practices (UDAAP), Anti-Money Laundering (AML), Know Your Customer (KYC), Third-Party Risk Management (TPRM) etc.).
Strong technical aptitude and analytical skills to lead initiatives to improve contact center effectiveness and efficiencies.
Previous leadership or management experience required of large and/or multi-site contact centers (250+ employees).
Experience leading through change and promoting changing well in the organization.

Nice To Haves

Track record of exceeded assigned target for contact center KPIs, including member satisfaction, compliance adherence, and efficiency
Experience managing multiple functions across a variety of banking products and processes, including credit cards, deposits, lending, online banking support and escalations support
Broad contact center business acumen, including understanding of workforce management, quality assurance, training and reporting
Knowledge of and experience with a variety of contact center tools and technologies, including coaching system, IVR/ IVAs, timekeeping systems and knowledge management systems
High degree of analytical skills with ability to root cause performance gaps and develop go to green plans
Experience with cross functional project implementation involving key partners, such as risk, compliance, legal, product, process and human resources
Superior verbal and written communication skills with experience interacting with, and presenting to, senior executives
US military experience through military service or a military spouse/domestic partner

Responsibilities

Builds and oversees the Bank Sales and Service Contact Center through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
Responsible and accountable for achieving Enterprise standards for Contact Center compliance process and technical adherence throughout their organization.
Executes the defined strategy and leads cross functional teams in a continuous effort to improve the member experience. Explore member feedback and data from the member experience and map member feedback and behavior to identify pain points and new opportunities.
Leads large-scale member contact organizations (250+ people) across Omnichannel (voice, chat, asynchronous messaging, etc.) to drive overall member experience for Enterprise.
Serves as a coach and mentor to leaders within Bank Contact Center, leading by example and focusing on creating the best member experiences.
Provides and instills an attitude of caring and empathy toward the concerns of our members and employees to deliver exceptional customer service.
Develops a deep understanding of the current member experiences, the competitive environment, current state gaps, and develops and recommends innovative solutions for continuous improvement.
Executes operational expectations for a complex contact center environment (average speed of answer, occupancy, shrinkage, average handle time, member satisfaction, etc.).
Responsible and accountable for increasing the depth of member relationships (products per member) by retaining, growing and acquiring new members, in a compliant manner.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.