Senior Vice President, Member Contact Centers

SchoolsFirst Federal Credit Union•Tustin, CA

About The Position

The Senior Vice President (SVP) of Member Contact Centers is r responsible for overseeing multiple Member Contact Center operation centers, ensuring Members receive prompt, accurate, efficient and high-quality service across multiple contact channels; phone and digital channels. The leader is responsible for setting strategy, building capacity, strengthening service consistency, and driving performance, quality, and continuous improvement while balancing exceptional Member experience, operational efficiency and teammember engagement. Partners closely with senior leadership to align Member service strategy, with organizational growth, digital innovation, and long-term sustainability. Define and execute a multi-year enterprise strategy and operating model for the Member Contact Center, aligning service delivery standards, workforce capacity planning, and enabling technology with Credit Union priorities. Sponsor modernization efforts to improve scalability, efficiency, and Member experience. Deliver and monitor performance for an exceptional and consistent Member experience across channels by defining service standards, quality expectations and service recovery practices while leading continuous improvement initiatives at scale. Plans, directs and controls the activities of the division to efficiently promote products and services and ensure that high levels of Member service are maintained within assigned area. Lead and develop an engaged leadership team; build succession pipelines and elevate coaching, training, and talent practices. Strengthen engagement, inclusion, and retention through transparent communication, recognition, and career pathways. Seeks and develops expert knowledge and insights about: The technologies and practices that ensure effective and competitive business services. The business and the credit union movement, to build understanding and appreciation for the competitive power of a Member service culture. Informs and advises on issues critical to Members, the performance of business services and of greatest consequence for the entire credit union. Contributes constructively to senior leadership effectiveness, welcomes new thinking, and partners effectively across functions. Takes initiative to bring forward and spur implementation of ideas for helping the credit union grow successfully. Lead long-range strategic planning in order to anticipate the innovation of change initiatives that promote teammember productivity, organizational efficiency, and cost effectiveness. Establish and maintain strong working relationships with third-party vendors to ensure highest level of service is provided to Members. Oversee the management of databases and other tracking for analyses of teammember data within the respective divisions. Utilize data analysis to keep divisions running in top form across all areas of the organization, bringing efficiencies to current processes and utilizing best practices for continuous improvement. Ensure operational resilience, sound controls, and compliance with internal policies, audit standards, and applicable regulations. Manages overall budget for area. Negotiates contracts to reach acceptable business terms.

Requirements

High School Diploma or GED required
Bachelor's Degree or equivalent years of experience required
15+ years of prior relevant experience required
10+ years of prior management experience required
Ability to provide vision and purpose for the division and communicate that vision and purpose to the business unit partners.
Ability to effectively influence, lead and motivate the talent and teams to support organization-wide objectives. This leadership and influence is critical inside and outside of the division.
Strong business acumen skills.
Excellent business case development skills.
Excellent verbal and written communication skills.
Ability to build strong relationships with stakeholders across the organization, leveraging deep personal and business relationships into significant business success while motivating others to similarly build networks.
Engaging and open, capable of working hard under significant pressure but at the same time being seen as additive to the leadership team.
Results-oriented with the ability to effectively resolve/manage problems and competing priorities.
The ability to build trust with others through commitment to the highest ethical and professional standards.
Confident leadership, sound judgment, creativity and commitment to achieving excellence.
Flexibility to adapt to changing priorities, and the ability to successfully multi-task.
A self-starter, self motivated, self disciplined, self assured, and performance driven.
Excellent analytical and strategic skills.

Nice To Haves

Master's Degree preferred

Responsibilities

Overseeing multiple Member Contact Center operation centers, ensuring Members receive prompt, accurate, efficient and high-quality service across multiple contact channels; phone and digital channels.
Setting strategy, building capacity, strengthening service consistency, and driving performance, quality, and continuous improvement while balancing exceptional Member experience, operational efficiency and teammember engagement.
Partners closely with senior leadership to align Member service strategy, with organizational growth, digital innovation, and long-term sustainability.
Define and execute a multi-year enterprise strategy and operating model for the Member Contact Center, aligning service delivery standards, workforce capacity planning, and enabling technology with Credit Union priorities.
Sponsor modernization efforts to improve scalability, efficiency, and Member experience.
Deliver and monitor performance for an exceptional and consistent Member experience across channels by defining service standards, quality expectations and service recovery practices while leading continuous improvement initiatives at scale.
Plans, directs and controls the activities of the division to efficiently promote products and services and ensure that high levels of Member service are maintained within assigned area.
Lead and develop an engaged leadership team; build succession pipelines and elevate coaching, training, and talent practices.
Strengthen engagement, inclusion, and retention through transparent communication, recognition, and career pathways.
Seeks and develops expert knowledge and insights about: The technologies and practices that ensure effective and competitive business services. The business and the credit union movement, to build understanding and appreciation for the competitive power of a Member service culture.
Informs and advises on issues critical to Members, the performance of business services and of greatest consequence for the entire credit union.
Contributes constructively to senior leadership effectiveness, welcomes new thinking, and partners effectively across functions.
Takes initiative to bring forward and spur implementation of ideas for helping the credit union grow successfully.
Lead long-range strategic planning in order to anticipate the innovation of change initiatives that promote teammember productivity, organizational efficiency, and cost effectiveness.
Establish and maintain strong working relationships with third-party vendors to ensure highest level of service is provided to Members.
Oversee the management of databases and other tracking for analyses of teammember data within the respective divisions.
Utilize data analysis to keep divisions running in top form across all areas of the organization, bringing efficiencies to current processes and utilizing best practices for continuous improvement.
Ensure operational resilience, sound controls, and compliance with internal policies, audit standards, and applicable regulations.
Manages overall budget for area.
Negotiates contracts to reach acceptable business terms.
Performs other duties as assigned
Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties.