VP, Contact Centers

工作 ID 10101889 地點布埃纳文图拉湖, 佛罗里达州, 美國 有意工作的公司 Partners Federal Credit Union 日期已公佈 Dec. 06, 2024

申請

工作概要:

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.

申請

關於Partners Federal Credit Union:

超過 50 年，Partners Federal Credit Union 向我們超過 125,000 名會員履行了 Partners Difference ，提供最高水平的服務、價值、造訪以及便利。加上，您在最大銀行會發現的各種金融產品，包括儲蓄、支票、貸款、財富管理和最新的創新賬戶存取。並且始終以獨家的方式連接 The Walt Disney Company 確保銀行業的質量水平。Partners 確實是為演藝人員提供服務的員工，建立與其他金融機構無法匹配的真正聯繫與服務承諾。加入並探索 Partners，我們永久尊重會員資格 — 因為會員可以在每個階段有信心地依靠我們。因為我們與 The Walt Disney Company 的關係緊密，在 Partners 工作的每個人也是 Disney 演藝人員／員工。

關於 The Walt Disney Company:

Walt Disney Company 連同其子公司和聯營公司，是領先的多元化國際家庭娛樂和媒體企業，其業務主要涉及三個範疇：Disney Entertainment、ESPN 及 Disney Experiences。Disney 在 1920 年代的起步之初，只是一間卡通工作室，至今已成為娛樂界的翹楚，並昂然堅守傳承，繼續為家庭中每位成員創造世界一流的故事與體驗。Disney 的故事、人物與體驗傳遍世界每個角落，深入人心。我們在 40 多個國家/地區營運業務，僱員及演藝人員攜手協力，創造全球和當地人們都珍愛的娛樂體驗。

這個職位隸屬於 Walt Disney Parks and Resorts U.S., Inc.，其所屬的業務部門是 Partners Federal Credit Union。

Walt Disney Parks and Resorts U.S., Inc. 是提供平等就業機會的僱主。求職者都會獲得聘僱考量的機會，不分種族、宗教、膚色、生理性別、性傾向、社會性別、性別認同、性別表達、原國籍、血統、年齡、婚姻狀態、軍人或退伍軍人身份、醫療狀況、遺傳資訊或殘疾狀況、或者聯邦、州級或地方法律所禁止的其他任何基本特徵。Disney 提倡讓所有人的想法和決策都有助我們發展、創新、創造最好故事的商業環境，並與瞬息萬變的世界息息相關。

就業申請的殘疾便利安排

The Walt Disney Company 及其聯營公司是推動平等就業機會的僱主，歡迎所有求職者，包括殘疾人士及殘疾退伍軍人。如你是殘疾人士，並需要合理便利安排以搜尋職位空缺或申請職位，請將要求發送至Candidate.Accommodations@Disney.com。本電郵地址不擬用於一般僱傭查詢或通訊。我們只會回應與網上申請系統殘疾人士無障礙功能相關的要求。

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