Vice President in Business Operations managing complex operational initiatives at MUFG. Focus on process improvements, collaboration, and strategic direction within financial services.
About the role
- VP, End-to-End Servicing and Deepening developing member experience strategy for financial services. Leading service standards and retention initiatives across multiple channels in USAA.
Responsibilities
- shaping and executing a world-class member experience strategy across all channels
- defining and championing omni-channel service standards
- driving association-wide deepening and retention initiatives
- leveraging data-driven insights to continuously optimize the member journey
- fostering cross-functional collaboration and providing executive-level reporting
- ensuring timely and satisfactory resolution of complex member issues
- building and overseeing a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities
- ensuring risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures
Requirements
- Bachelor’s Degree OR 4 years of related experience may be substituted in lieu of degree
- 10 years of progressive leadership experience in customer experience, service design, or a related field
- 8 years of people leadership experience in building, managing and/or developing high-performing teams
- Extensive experience developing and executing customer experience strategies across multiple channels and business units
- Demonstrated experience in leading and managing large, cross-functional teams, including experience owners, business process owners, and analytics professionals
- Significant experience in leveraging data and analytics to drive customer experience improvements
- Proven experience in developing and implementing successful personalization strategies and Next Best Action/Offer (NBA/NBO) programs
- Demonstrated understanding of contact center operations, digital channels, and emerging technologies used to enhance customer experience.
Benefits
- 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
- various wellness programs
- career path planning and continuing education
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