In this newly created position, Apple Bank is seeking a strategic and diverse leader that has experience in both digital channel management as well as call center channel management/coordination.
Channel Management is a critical leadership role in driving market expansion efforts and ensuring the sound operating model for digital and voice channels. The role is responsible for leading a large diverse team and defining opportunities for driving: superior service through CustomerLine, activation of new customers, engagement in digital and debit card services and successful onboarding of the digitally acquired customer to achieve digital results.
Ensuring digital system stability and reliable call center platforms is essential to ensuring customer satisfaction and supporting digital customers regardless of their geo-location. This manager will collaborate with the FVP, Customer Experience Manager to understand channel CSAT, and areas of excellence as well as opportunities for improvement. They will also provide inputs to the Director, Digital Banking related to opportunities to meet customer expectations or reduce operating expenses by addressing high volume/high effort processes.
This manager will also drive operational excellence and be responsible for a team that manages the audit, procedures, quality control, training and call recording analysis for the department. The incumbent is responsible for development of, and regular reporting on channel key performance indicators and impacts/success of ongoing initiatives. Development of a Digital Enterprise Strategy extends to the organization and organizational readiness. This manager is responsible to collaborate with the Assistant Director; Digital Banking on the definition of tools and new technologies that enable a streamlined and modern communication channel for the organization and its employees at all levels and continue to drive a digital discipline.
Essential Duties & Responsibilities:
Responsibility for driving digital channel success through ongoing development of executable plans focused on: increasing awareness, usage and engagement of the digital channel, driving self-service, identifying operational efficiency and reduction of manual processes and ongoing success of a strong digital support model at CustomerLine while maintaining a high level of CSAT.
Leader of a high performing team of call center representatives that deliver quality service through a vast knowledge of Apple Bank products, services and systems.
Develops programs and campaigns in collaboration with Marketing to promote digital self-service, debit card spend initiatives, and increased engagement of digital capabilities and features.
Define opportunities to streamline manual processes, centralize operations for maximum efficiency either within CustomerLine or by transferring it to other internal operation teams.
Identify opportunities for call deflection and redirection of customer inquiries to IVR and digital channels.
Develop robust reporting and executive presentation of KPIs for the digital and CustomerLine channels demonstrating monthly and annual growth and areas of success, trends in usage, and opportunities for transformation; provide management with in-depth analyses on channel usage, industry comparisons and revenue against established goals.
Ensure the customer's best interests are a primary consideration in all actions taken by Apple Bank and its service representatives; stand up a call recording strategy and process to ensure ongoing review and coaching of CustomerLine Agents.
Manage a team responsible for the development, ongoing upkeep, review and training on all procedures for the department as well as bank wide regulatory and compliance procedures that apply to the department.
Collaborate with the Director of Marketing on strategies for acquiring new customers and the communications for the conversion of new customers to active customers.
Establish the standards and goals for delivery of excellence in customer experience by developing an employee engagement and retention program that utilizes all aspects of employee recognition such as verbal, written and nominal in the moment recognition that promotes positive reinforcement.
Skills, Education & Experience
Bachelor's degree preferred; long-term professional experience a plus.
7-10 years of experience in managing diverse teams of multiple disciplines.
Digital Channel management experience within financial services preferred.
Demonstrated ability working with legal, compliance and executive management teams on audit, regulatory and compliance matters.
Experience managing, working with, call center teams, and delivery of customer facing service excellence.
Ability to manage a team of managers and team leaders and supervisors and direct them on the development of team members.
Analytical skills to develop reporting and executive presentations on data related to performance of the channels (digital and call center).
Knowledge of call recording technology preferred.
Self-starter and independent thinker driven by new servicing models and technology to recommend transformational opportunities for differentiation.
Well versed in financial services regulatory environment and associated regulations required to lead a complaint team and processes.
Knowledge of CSAT and NPS models and recommendations to drive service excellence.
Associated topics: administrative support, asso, associate, beverage, food, operation, operational assistant, operational support, staff, support