Manager, Remote Service Delivery

Description

Job Summary:

This role manages a large workforce of contact center and eService representatives, directing supervisors/managers. It plays a pivotal role in shaping the member experience by focusing on day-to-day deliverables, developing solutions, and representing the department at a broader level. 

Tactical Management Responsibilities:

• Acts as a liaison with Talent Acquisition, HR and OD to recruit, onboard, and retain top talent for the Remote Service Delivery team.
• Responsible for mentoring, motivating and managing supervisors to effectively hire, lead, develop, and empower employees to achieve individual and departmental service, quality and organizational goals.
• Provides leadership, support, and expertise to create a high energy and high-performance environment that recognizes and rewards achievement and ensures advocacy at all levels of operations that will drive retention of top talent.
• Provides constructive feedback and conducts timely performance evaluations. 
• Ensures employees have the proper tools and resources to successfully perform the requirements of their job and recognize team and individual accomplishments.
• Responsible for development, implementation and management of the department’s service and productivity metrics on an individual and department level, including metrics such as call quality, volume, sales and service level agreements (SLAs).
• Defines and deploys systematic and effective processes utilized to create and sustain seamless delivery of products and services to members. Ensure employees have the proper tools and resources to successfully perform the requirements of their job and recognize team and individual accomplishments.
• Owns the contact center member experience strategy incorporating member satisfaction and employee feedback mechanisms for continuous improvement in NPS and OSAT results.

Strategic Duties:

• Champions the credit union's member services culture, driving continuous improvement in service delivery and operations through people, process, and technology enhancements.
• Participates in developing and owns execution of remote service delivery strategies, initiatives, road maps, and projects. 
• Strategically cultivates a service and sales culture through comprehensive knowledge of products and services, directing member referrals to the appropriate department with a focus on excellence.
• Implements change management processes for enhanced operational efficiency and adaptability in contact center operations.
• Challenges the status quo and seeks innovative solutions to complex problems.
• Collaborates with other departments to align contact center operations with company-wide strategies and initiatives.
• Prepares and manages budget for remote services, including forecasting and allocation of resources.
• Analyzes data and prepares reports for executive management.
• Monitors industry trends to monitor benchmark standards related to financial institutions and contact centers.
• Stays informed and ensures compliance with industry regulations, company policies, procedures, and systems.
• Researches, identifies and analyzes industry trends, regulatory changes, emerging developments, and makes recommendations for new technology, products, and services within the Remote Service Delivery eco-system.
• Act as a thought leader in the contact center space, championing a diverse range of products and services while assisting in the creation of strategies that elevate the member experience and drive efficiency and cost effectiveness.
• Assists in NCUA exams and 3rd-party audits, actively addressing any findings.

Transactional Duties:

• Acts as the eyes and ears of the organization to collect and share feedback with other channels to reduce member friction and effort.
• Upholds Bank Secrecy Act (BSA) compliance, reporting unusual or suspicious activity in writing to the Legal and Compliance Department.
• Assists in NCUA exams and 3rd-party audits, actively addressing any findings.
• Performs other duties as assigned.

Requirements

Required Skills/Abilities:

• Excellent interpersonal, teamwork, organizational, and analytical skills.
• Excellent oral and written communication skills
• Proficient in Microsoft Office applications, comfortable with digital communication technologies.
• Experience with budget management and cost control
• Maintains high standards in accuracy, adaptability, judgment and initiative.
• Demonstrated success in identifying operational gaps and challenges, implementing solutions, interpreting policies, and dealing diplomatically with others.
• Consistently acts with inte