SAC Analyst managing customer complaints and inquiries for Caixa Residencial. Collaborating with internal teams to ensure quality and resolution of issues.
NU
Hybrid Vice President, Contact Center Operations
Posted 4 months ago
About the role
- Lead the Contact Center Operations at Navy Federal, ensuring high operational efficiency and superior member service. Drive strategic direction and development of comprehensive policies and programs.
Responsibilities
- Assume responsibility/accountability for the leadership, direction, and management of Contact Center Operations, related Account Services, Fraud & Digital Services, and CCO Learning Labs branches
- Provide recommendations to the SVP Contact Center Operations and Support regarding Contact Center operations, and related business improvement strategies
- Establish and implement short and long-term divisional strategy and goals, objectives, policies, and operating procedures; monitor and evaluate program effectiveness and implement changes as needed
- Determine and review gaps in divisional performance, establish relevant performance metrics, and ensure appropriate improvements are initiated and managed
- Adopt and implement strategies to better serve our members through digital transformation (e.g., data and analytics, change management, AI, machine learning, etc.)
- Identify and assist with the development of Contact Center long and short-term plans and strategies
- Create an efficiency culture to drive toward the goal of optimizing staff resources within the branches
- Provide positive leadership to the branches through teaching, training, employee engagement, succession planning, mentorship programs, and retention strategies
- Serve as liaison to external and internal key decision makers to improve branch performance
- Review branch effectiveness of operational processes, analyze trends, and report on opportunities for improved efficiencies, technologies, and expansion of company growth
- Establish credibility throughout Navy Federal, and with executive peers, as an effective spokesman for his/her/their area of responsibility, and developer of financial solutions for business challenges
- Drive organizational change and learning by embracing new, flexible, and agile approaches to improve business performance and efficiency
- Establish a closed loop feedback mechanism to identify process and training gaps from frontline team member performance trends to drive quality improvements
- Increase accuracy of operational forecast planning to maximize attainment of SL's through staffing, policies, technology and lessons learned
- Advocate for rigorous process improvement actions to reduce call volume
- Perform supervisory and managerial responsibilities
- Perform other duties as assigned
Requirements
- Extensive experience with financial and member service operations to include understanding of effective member service philosophy
- Extensive experience demonstrating thought-leadership, initiative-taking, decision-making and creativity solving business problems
- Significant experience in driving change management and influencing organizational culture and values
- Extensive experience in project leadership and execution, including initiatives with technology, processes, cross-functional teams and external partner team members
- Extensive experience in identifying relevant analytical problems, determining appropriate diagnostic methods, and solving unique and complex issues/problems
- Advanced knowledge on how to apply innovative and effective management techniques to maximize project and staff performance
- Advanced knowledge of federal and state laws, rules and regulations governing Contact Center operations, and associated regulatory compliance matters
- Advanced knowledge of Navy Federal's functions, philosophy, operations and organizational objectives
- Knowledge of Navy Federal operational systems
- Advanced skill in being adaptive/flexible; acquire, recognize & apply new information
- Expert analytical/quantitative, reconciliation and deductive reasoning skills
- Advanced skill leading with diplomacy & tact while maintaining appropriate assertiveness & persistence
- Master's degree in Business Administration or a related field, or the equivalent combination of education, training, and experience
Benefits
- Competitive pay
- generous benefits and perks
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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