Executive, Bank Sales and Service Contact Center
Company: USAA
Location: Plant City
Posted on: May 16, 2022
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Job Description:
Purpose of Job 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. Ensures coordination with
internal and external service providers in the delivery of USAA
Service to its members.Job Requirements Identifies and manages
existing and emerging risks that stem from business activities and
the job role Ensures risks associated with business activities are
effectively identified, measured, monitored, and controlled Follows
written risk and compliance policies, standards, and procedures for
business activities 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
Manages third party contract and labor according with Enterprise
Third Party Risk Management standards Partners with and influences
key business leaders in the development of business strategy
Develop strategy and lead 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 (500+ people) across
Omnichannel (voice, chat, asynchronous messaging, etc.) to drive
overall member experience for Enterprise Provides and instills an
attitude of caring and empathy toward the concerns of our customers
and employees to deliver exceptional customer service Demonstrates
financial acumen through strict adherence to budgetary and
financial constraints Leads the Enterprise workforce function
balancing the needs to serve members with the need to be
financially efficient. Partners with data and analytics teams to
design and implement performance management dashboards and KPI
reporting focused on internal and third-party operational
efficiency and conversion rates Develops 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 Creates and
maintains an optimal environment and culture that encourages open
lines of communicationMinimum Education:Bachelor's degree; OR 4
years of related experience (in addition to the minimum years of
experience required) may be substituted in lieu of degreeMinimum
Experience: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) 6 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 5
years of experience developing strategy for 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 organizationCompensation:USAA has an effective process
for assessing market data and establishing ranges to ensure we
remain competitive. You are paid within the salary range based on
your experience and market position. The salary range for this
position is: $178,700 - $ 321,800Employees may be eligible for pay
incentives based on overall corporate and individual performance or
at the discretion of the USAA Board of Directors.Long Term
Incentive Plan: Cash payment for Executives only representing a
cash payment which is both time and performance basedBenefits:At
USAA our employees enjoy best-in-class benefits to support their
physical, financial, and emotional wellness. These benefits include
comprehensive medical, dental and vision plans, 401(k), pension,
life insurance, parental benefits, adoption assistance, paid time
off program with paid holidays plus 16 paid volunteer hours, and
various wellness programs. Additionally, our career path planning
and continuing education assists employees with their professional
goals.Please click on the link below for more details.USAA Total
RewardsRelocation assistance is available for this position.
Keywords: USAA, Lakeland , Executive, Bank Sales and Service Contact Center, Sales , Plant City, Florida
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