VP, Contact Centers
応募 後で応募 Job ID 10101889 勤務地-都市 Lake Buena Vista, フロリダ州, アメリカ合衆国 勤務地-国 Partners Federal Credit Union 掲載日 2024/12/06仕事内容:
This position is responsible for leading the strategic planning, team development, and operations management of the Credit Union’s contact centers, with a focus on delivering exceptional member experiences. The Vice President (VP) of Contact Centers will drive performance and results by leading a high-performing team of member experience professionals across phone, chat, and email channels. This role demands a results-oriented leader who can implement strategies that not only enhance member satisfaction but also deliver superior internal service to fellow employees. The VP is responsible for ensuring all staff are trained, supported, and organized for maximum efficiency, while adhering to Credit Union policies, procedures, and compliance standards.
Essential Responsibilities:
· Oversee Contact Center Operations - Provide day-to-day oversight and leadership for the Credit Union’s inbound phone channel to ensure superior and consistent service experiences are delivered to Members.
· Drive Membership Growth- Ensure that new Membership targets are met or exceeded through the online channel, focusing on a
seamless and effective online Membership experience.
· Increase Product and Service Volume- Lead efforts to increase volume in consumer loans, deposit products, and additional services, enhancing the
Member relationship.
· Develop and Implement Sales Initiatives- Prepare and execute action plans to achieve Contact Center sales goals while maintaining high-quality
member service.
· Supervise and Develop Contact Center Staff- Effectively supervise employees, ensuring optimal performance, managing low performers, and rewarding top performers, while completing performance reviews and development plans on time.
• Ensure Security and Compliance- Oversee the Contact Center’s security program, ensuring staff are trained and that security measures are
up to date. Maintain adherence to all regulatory and policy requirements.
• Manage Process Improvements- Maintain expertise in operations and business process improvement, balancing strategic thinking with
operational execution to enhance Contact Center performance.
• Lead Change Management Efforts- Manage change processes by anticipating future needs, developing change strategies, and leading
confidently during challenging times.
· Maintain Department Records and Audits- Coordinate internal audits, develop action items, and ensure the accurate maintenance of department
records in compliance with regulatory requirements.
· Provides Leadership to employees Through Effective Objective Setting, Coaching, Delegation, and Communication. Ensures that employees are well-trained, effective, and optimally used. Primary driver of building and developing Playbooks for employees growth, success, and career pathing. Partner effectively with the Performance and Development Coaches for the purpose of driving key behaviors in support of retail strategies by utilizing resources such as Spot-Ons, self evals, success mapping and the use of our GAIN and ARCH Models. Will have the responsibility of coaching and developing a Member Experience Manager I as a direct report
Certifications or Licenses Required:
Notary, Medallion, NMLS – required
CUNA Certified Financial Counselor
Supervisory Scope:
· Provides leadership to employee through effective objective setting, coaching, delegation, and communication. • Ensures that employee is well-trained, effective, and optimally used. Provides instruction regarding policy, procedure, and service and product offerings. Assists new employees.
• Tracks individual employee progress and assists with performance reviews and appraisals as required. Provides support and suggestions for employee improvement.
• Leadership - Demonstrates leadership through skillful and effective written and oral communication. Undertakes continuous self-development of both functional and leadership skills. Specifically they have the following characteristics: · foster a share equity of power
· is self-regulating
· has strong impulse control
· is emotionally mature
· is courageous
· promotes understanding through summarization of key concepts
· gets better outcomes the 1st time
· understands the subtle impact they have on others
· inspires commitment, not compliance
The information contained in this job description has been designed to indicate the general nature and level of work performed by employee members within this role. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employee members assigned to this job.
Partners Federal Credit Union について:
50年以上の間、Partners Federal Credit Unionは125,000人を超えるお客様に、アクセス性に優れ便利な高品質のPartners Differenceサービスを提供してきました。さらに、普通預金、当座預金、ローン、資産管理、最新の革新的な口座アクセス等、メガバンク並の多彩な金融商品も提供しています。また、銀行サービスにおいて群を抜く品質の良さを誇るThe Walt Disney Companyにいつでもご連絡いただける特別サービスもご利用いただけます。Partnersは、キャストにサービスを提供する真のキャストであり、他の金融機関にはないつながりと高品質のサービスを提供します。Partnersに加入して、一生の会員資格を得ませんか。私たちは会員の皆さまを、人生のあらゆるステージにおいて真心を尽くしサポートいたします。また、The Walt Disney Companyとの連携により、Partnersんお従業員は全員Disneyのキャストとなります。
The Walt Disney Company について:
The Walt Disney Companyは、その子会社・関連会社とともに、多様性あふれる国際企業として、Disney Entertainment、ESPN、Disney Experiencesの3事業を柱に、ファミリー向けエンターテインメントとメディアの世界をけん引しています。1920年代に小さなアニメ・スタジオとしてスタートしたDisneyは、今日のエンターテインメント業界において卓越した存在となりました。ディズニーは今後も、子供から大人まで、ご家族のだれもが楽しめる一流の物語や体験を生み出し続けます。Disneyのストーリーやキャラクター、体験は、世界中のあらゆる場所の消費者やお客様に届けられています。当社は40カ国以上で、従業員とキャストメンバーが一丸となり、世界的にも地域的にも歓迎されるエンターテインメント体験を創出しています。
このポジションは Walt Disney Parks and Resorts U.S., Inc. という事業部門の一つである Partners Federal Credit Unionでのお仕事です。
Walt Disney Parks and Resorts U.S., Inc. は機会均等雇用主です。応募者は、人種、宗教、肌の色、性別、性的指向、ジェンダー、性自認、性表現、国籍、家柄、年齢、配偶者の有無、軍役経験の有無やその地位、健康状態、遺伝情報や障がい、または連邦法や州法、地方法で禁止されているその他の法的根拠に関係なく、雇用の検討対象となります。Disneyは、すべての人々のアイデアと決断が、成長、革新、最高のストーリーの創造に役立ち、絶えず進化する世界において、価値ある存在になれるよう支援するビジネス環境を支持します。