VP, Consumer Banking Support
About The Position
The Vice President of Consumer Banking Support will oversee the operations for the Consumer Banking Call Center, under the direction and in partnership with the Consumer Banking division of Axos Bank. In addition to managing day to day operations, this individual will be accountable for team performance goals, and the execution of all support processes and procedures, in accordance with regulatory guidelines and performance expectations. We are searching for a driven customer first operations leader, who can coach and motivate their team to deliver a best-in-class customer experience to all our customers. An ideal candidate will utilize a hands-on, professional, and customer-service oriented approach, to ensure perpetual improvement in productivity, quality, and customer experience measures. In this position you will be expected to implement strategic initiatives and drive continuous improvement and operational controls in a rapidly changing business environment. To be successful in this role, the candidate must demonstrate strong strategic vision, business acumen, collaboration, and leadership skills.
Requirements
- 10+ years of progressive leadership experience in consumer banking, financial services operations, or customer service operations.
- Demonstrated success leading large-scale, multi-site, and/or centralized operations teams within a highly regulated financial services environment.
- Proven track record of driving operational strategy and performance, customer satisfaction, employee engagement, and business results through effective leadership and execution.
- Exceptional communication, relationship-building, and executive stakeholder management skills, with the ability to influence across all levels of the organization.
- Experience utilizing data analytics, performance dashboards, and KPI reporting to identify opportunities, mitigate risks, and drive operational excellence.
- Strong understanding of customer experience management, operational service level metrics, quality assurance, workforce management, and continuous improvement methodologies.
- Results-oriented leader with a continuous improvement mindset and a passion for delivering exceptional customer experiences while achieving operational efficiency.
Responsibilities
- Create and drive the strategic vision for the Consumer Banking Call Center to ensure operational efficiencies and high customer satisfaction.
- Oversee workforce management, training/talent development, Quality Assurance operations.
- Identify ways to automate or prevent incoming calls by collaborating with our Technology and Product teams to create more self-service functionalities.
- Develop and implement congruent management framework related to complaint and workforce management, consistent QA monitoring and training, staff growth and compensation plans.
- Manages the overall operational activities ensuring that resources are allocated appropriately, and strategic goals are met in accordance with established metrics and business plans.
- Develop appropriate tools to provide coaching, development, and evaluation of employee performance to sustain a high performing, customer centric team.
- Drive change and innovation while removing roadblocks within the Deposits Contact Center by championing performance and efficiencies.
- Develop and implements “best practice” operational processes with a strong emphasis on sales mentality, continuous improvement, and exceptional customer service.
- Ensure all regulatory compliance requirements are always met within Customer Service departments.
Benefits
- Medical, Dental, Vision, and Life Insurance
- Paid Sick Leave, 3 weeks’ Vacation, and Holidays (about 11 a year)
- HSA or FSA account and other voluntary benefits
- 401(k) Retirement Saving Plan with Employer Match Program and 529 Savings Plan
- Employee Mortgage Loan Program and free access to an Axos Bank Account with Self-Directed Trading
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
