Treasury Management Client Experience Director, Sr

Overview

Old National Bank has been serving clients and communities since 1834. With over $70 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving.  

 

We continually seek highly motivated and talented individuals as our people are critical to our success. In return, we offer competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance.  401K, continuing education opportunities and an employee assistance program are also included in our benefit suite. Old National also offers a variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization.  We offer a unique opportunity to join a growing, community and client-focused company that is firmly rooted in its core values.

Responsibilities

Salary Range

           The salary range for this position is $163,300 - $339,300 per year.  Final compensation will be determined by location, skills, experience, qualifications and the career level at which the position is filled.

 

We are currently seeking a Sr. Director of Client Experience that will lead strategic initiatives to enhance client satisfaction and operational efficiency within Treasury Management and Merchant Services. Reporting to the President of Treasury Management and Merchant Services, this role oversees the Treasury Management Client Services and Implementation teams. This role will provide strategic leadership over staffing and client experience functions, driving initiatives that enhance service delivery, increase client satisfaction and strengthen client  and associate retention strategies. Champion the adoption of leading-edge technology solutions while fostering a culture of improvement, change readiness and collaboration across all teams.

 

Key Accountabilities

Leadership, Staffing and Client Experience Enhancement

• Develop and execute strategies to enhance client satisfaction and engagement across Treasury Management and Merchant Service
• Drive initiatives aimed at increasing client retention by improving service delivery, relationship management and overall client experience.
• Work in partnership with senior leaders and cross functional stake holders to align strategic initiatives with organization’s long-term goals, ensuring consistent prioritization, resource allocation and accountability across all functions.
• Champion the implementation of forward thinking technologies and proven best practices to modernize client service functions, improve implementation effectiveness and deliver measurable business impact.
• Evaluate team structure to match talent with business needs and strategic priorities
• Assess and refine team structure by recommending adjustments to staffing and toles to enhance overall performance and efficiency.
• Lead talent development initiatives to build a high-performing, client-focused team, across multiple locations

Technology Adoption and Optimization

• Advocate for the client and associate perspective during the development and rollout of customer service and implementation case management systems.
• Benchmark and implement industry best practices from high performing customer service teams to enhance operational efficiency and client experience
• Identify and recommend new technology to enhance client communication and experience.
• Serve as a liaison with the Corporate Market Support team to ensure continuity driving client satisfaction.

Key Competencies for Position

Promotes Change - Inspires change within business area 

• Communicates explicitly what must change and why and empowers people leaders to own the change message and move teams forward
• Fosters change agility within business area by seeking perspectives, leveraging others’ ideas and recognizing change efforts.
• Allocates resources and direction to make change happen while mitigating risk
• Accelerates change by creating a safe environment for others to try new things and learn from mistakes driving enhancements to organizational culture, processes or products/services 

Makes Decisions & Solves Problems - Proactively sources and analyzes comprehensive data to define and solve complex business problems that leads to sound decisions

•  Proacti