Managing Director - Client Services and Operations, Channel Delivery & Innovation

TIAA • Charlotte, NC

1d

About The Position

The Managing Director of Channel Delivery & Innovation The Managing Director of Channel Delivery & Innovation manages people, budgets, expenses, processes and tools to align, calibrate and deploy the organization’s technology strategy to enable the business to achieve its goals. Key Responsibilities and Duties This position oversees the relationship/interface between Information Technology (IT) and the business while setting the direction on the vision and strategy for the contact center technology ecosystem. This role has extensive accountability for modernizing the company’s contact center environment, including and not limited to the telephony/cloud infrastructure, artificial intelligence and machine learning in the IVR and Desktop, simplifying the associate desktop to drive efficiency with a great experience, and advancements in our digital and Omni-Channel capabilities. The individual will also be responsible for managing a team of managers, subject matter experts, or multiple teams delivering an initiative, project, service, etc., as well managing/owning certain functions for the NCC and the Enterprise. This role has significant impact on the experiences for TIAA’s 4 million participants, over 1.2 million annual IVR self-service interactions, and over 800 associates servicing retirement and brokerage. Establishing Vision/Strategy Responsible for setting the vision & strategy for how the contact center channels will mature and advance to meet continuously evolving customer & business needs. Identifies and researches new technologies and processes and provides recommendations for acquiring, integrating, extending, customizing and eliminating technology. Technology & Operational Support Identifies improvement opportunities through listening to our customers and associates via feedback channels like Ideas Lab, call listening, and direct customer feedback to provide a “voice” of the NCC. Partners through strong relationships to influence enhancements & solutions enterprise-wide. Accountable as “Chief Product Owner” for IVR, Routing, Associate Desktop, Salesforce and various digital channels such as Live Chat, Automated Assistant, Co-Browse, and productivity Bots. Ownership for Authentication Process within the associate servicing and telephony channel, in close partnership with Risk and Fraud. Additionally provides input to and influences the Digital space. Partner with IT development teams to test and implement enhancements based on business need. IVR oversight and implementation. Business Transformation Accountable to make the case for Strategic Investment to modernize the technology that enables the business and improves the customer experience. Manages the development, implementation and support of technologies to achieve business objectives with a significant focus on transformation activities to modernize the contact center. Accountable for oversight of the NCC Robotics & Automation factories inclusive of process guidance platforms such as Walk Me and Standard Work. Program & Change Management & Execution Acts as Business Execution Lead & Change Execution lead for strategic programs for the Enterprise Program Management Office (EPMO). Accountable to for business case commitments driving outcomes for reduced expenses, revenue, and/or customer experience metrics. Provides leadership and coordination for Program routines including program updates, Stakeholder Forums, and Steering Committees. Relationship Management/IT Liaison Acts as the main point of contact/interface with the IT organization and establishes routines and communication protocols to ensure awareness of changes, escalation of critical issues, and technology strategy alignment. Works with IT to develop schedules and plans for application deliverables. This involves making decisions by considering the strategy commitment, resource needs, business risk, implementation schedules, issue escalation and resolution, and business readiness. Authorized to make decisions on behalf of the business regarding IT remediation approaches, issue escalation and resolution, and related impacts to the business. Partner with technology team to address technical impacts to the business. Continuous Improvement Promotes opportunities for continuous improvement and ensures the availability of resources to accomplish periodic reviews of the current environment to identify areas for improvement in processes, procedures and standards. Retirement and Brokerage Associate Readiness Tools Deliver readiness tools for people, process, regulatory, desktop and other technology changes. Ensure adequate assessment of changes for impacts and readiness needs. Create technology readiness plans, aligning adequate resources and engaging partners to deliver just in time activities to ensure employees are aware and informed in order to answer customer concerns or questions. People Development & Management Fulfills all management responsibilities for a team of Managers and Subject Matter experts (SMEs). Coaches and develops a team by identifying areas of strength and opportunities for improvement, setting and measuring goals, and ongoing performance conversations. Champions a culture of AI/ML by encouraging learning and development and critical thinking to ensure an audit-proof environment

Requirements

• Must have 10 or more years of experience as a Business Integration Manager
• Must have 7 or more years of experience with IVR/Telephony Platform
• Salesforce experience
• Genesys experience
• University (Degree)

Nice To Haves

• Experience in Vendor management
• Experience with Bots and AI/ML
• Experience in authentication space
• Salesforce integration and/or implementation experience
• Automation
• Business Analysis
• Business Process Improvement
• Conflict Management
• Consultative Communication
• Continuous Improvement Mindset
• Executive Presence
• Financial Risk Management
• Problem Solving
• Quality Management
• Relationship Management
• Story Telling
• Test and Learn Mentality

Responsibilities

• Establishing Vision/Strategy Responsible for setting the vision & strategy for how the contact center channels will mature and advance to meet continuously evolving customer & business needs.
• Identifies and researches new technologies and processes and provides recommendations for acquiring, integrating, extending, customizing and eliminating technology.
• Technology & Operational Support Identifies improvement opportunities through listening to our customers and associates via feedback channels like Ideas Lab, call listening, and direct customer feedback to provide a “voice” of the NCC.
• Partners through strong relationships to influence enhancements & solutions enterprise-wide.
• Accountable as “Chief Product Owner” for IVR, Routing, Associate Desktop, Salesforce and various digital channels such as Live Chat, Automated Assistant, Co-Browse, and productivity Bots.
• Ownership for Authentication Process within the associate servicing and telephony channel, in close partnership with Risk and Fraud. Additionally provides input to and influences the Digital space.
• Partner with IT development teams to test and implement enhancements based on business need.
• IVR oversight and implementation.
• Business Transformation Accountable to make the case for Strategic Investment to modernize the technology that enables the business and improves the customer experience.
• Manages the development, implementation and support of technologies to achieve business objectives with a significant focus on transformation activities to modernize the contact center.
• Accountable for oversight of the NCC Robotics & Automation factories inclusive of process guidance platforms such as Walk Me and Standard Work.
• Program & Change Management & Execution Acts as Business Execution Lead & Change Execution lead for strategic programs for the Enterprise Program Management Office (EPMO).
• Accountable to for business case commitments driving outcomes for reduced expenses, revenue, and/or customer experience metrics.
• Provides leadership and coordination for Program routines including program updates, Stakeholder Forums, and Steering Committees.
• Relationship Management/IT Liaison Acts as the main point of contact/interface with the IT organization and establishes routines and communication protocols to ensure awareness of changes, escalation of critical issues, and technology strategy alignment.
• Works with IT to develop schedules and plans for application deliverables.
• This involves making decisions by considering the strategy commitment, resource needs, business risk, implementation schedules, issue escalation and resolution, and business readiness.
• Authorized to make decisions on behalf of the business regarding IT remediation approaches, issue escalation and resolution, and related impacts to the business.
• Partner with technology team to address technical impacts to the business.
• Continuous Improvement Promotes opportunities for continuous improvement and ensures the availability of resources to accomplish periodic reviews of the current environment to identify areas for improvement in processes, procedures and standards.
• Retirement and Brokerage Associate Readiness Tools Deliver readiness tools for people, process, regulatory, desktop and other technology changes.
• Ensure adequate assessment of changes for impacts and readiness needs.
• Create technology readiness plans, aligning adequate resources and engaging partners to deliver just in time activities to ensure employees are aware and informed in order to answer customer concerns or questions.
• People Development & Management Fulfills all management responsibilities for a team of Managers and Subject Matter experts (SMEs).
• Coaches and develops a team by identifying areas of strength and opportunities for improvement, setting and measuring goals, and ongoing performance conversations.
• Champions a culture of AI/ML by encouraging learning and development and critical thinking to ensure an audit-proof environment

Benefits

• The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones.
• Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager