Universal Service Center - AVP Universal Service Manager

Metro Credit Union•Chelsea, MA

44d•$96,000 - $130,000•Hybrid

About The Position

As the strategic leader of the Universal Service Center (USC), this role is responsible for driving operational excellence, workforce development, and service quality across all USC business lines. The position ensures a member-centric approach through proactive leadership, data-driven decision-making, and continuous improvement.

Requirements

Bachelor’s degree and/or equivalent combination of education and work experience required.
Minimum 3-5 years’ experience of financial services or call center management experience required.
Ability to analyze and resolve complex problems.
Strong organizational and time management skills.
Strong communication skills in oral and written form.
Ability to perform under pressure and meet deadlines.
Strong team management skills.

Nice To Haves

Previous experience with Fiserv DNA or COCC banking cores preferred.
Previous experience with Genesys Cloud call center system preferred.

Responsibilities

Leads all aspects of employee performance management, including coaching, mentoring, and progressive discipline.
Oversee recruitment, onboarding, and training programs to build a high-performing, universally skilled workforce.
Fosters a culture of accountability, engagement, and professional growth.
Strategically manages staffing levels and scheduling to meet dynamic business needs, including contingency planning for planned and unplanned absences.
Ensures optimal resource allocation across USC functions to maintain service continuity and responsiveness.
Champions the USC Quality Assurance Program, ensuring consistent delivery of high-quality service across all channels.
Provides actionable insights and timely feedback to managers to support coaching and performance improvement.
Delivers monthly reporting on quality metrics and trends to inform leadership decisions.
Produces and analyze daily, weekly, monthly, and quarterly KPI and SLA reports.
Translates performance data into strategic recommendations that enhance member experience and operational efficiency.
Implements corrective actions and innovations to address service gaps and elevate outcomes.
Identifies emerging risks to service delivery and develop mitigation strategies.
Anticipates potential disruptions and implements proactive solutions to safeguard member and team experience.
Serves as a trusted advisor and coach to USC management.
Acts as a resource and liaison across departments to ensure alignment with organizational goals and service standards.
Executes special projects and initiatives as assigned by senior leadership.

Benefits

Health, Dental, and Vision coverage for employees working minimum of 20 hours/week; Metro provides assistance toward premiums and copays
Sales Incentives; annual retention bonus vesting program
Four weeks paid vacation; 11 paid holidays
401(k) with matching plan & safe harbor plan – allowing every employee to save for retirement. Metro contributes 3% regardless of employee’s contribution
Wellness Incentives; Employee Assistance Program; Flexible Spending Account; Health Savings Account; Prescription Drug program and range of voluntary benefits (LTD, STD, AD&D); access to no-interest loans; $150/Quarter reimbursements for wellness and lifestyle expenses
Discounts on Pet Insurance
Strong growth opportunities with development plans and position-related or job-related tuition assistance to help you attain your long-term career goals
Growing, dynamic environment - no day is ever the same and join an exceptional team of co-workers
Exceptional training program (classroom, on-the-job, and mentoring)
Stable and growing organization