Executive, Bank Sales and Service Contact Center
Company: USAA
Location: Sun City West
Posted on: May 12, 2022
Job Description:
Purpose of JobProvides 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 communication Minimum 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, Sun City West , Executive, Bank Sales and Service Contact Center, Sales , Sun City West, Arizona
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