VP, Contact Centers
Postuler maintenant Postuler ultérieurement Job ID 10101889 Emplacement Lake Buena Vista, Floride, États-Unis Entreprise Partners Federal Credit Union Date de publication 06/12/2024Résumé du poste:
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.
Sur Partners Federal Credit Union:
Depuis plus de 50 ans, Partners Federal Credit Union a livré la Différence Partners à nos plus de 125 000 membres, avec les niveaux de service, de valeur, d’accès et de commodité les plus élevés. De plus, une gamme complète de produits financiers que vous trouverez dans les plus grandes banques, y compris l’épargne, les chèques, les prêts, la gestion de patrimoine et l’avant-garde en matière d’accès au compte innovant. Et toujours avec une connexion exclusive à The Walt Disney Company qui garantit un niveau de qualité inégalé dans le secteur de la banque. Partners, c’est véritablement des Cast Members au service des Cast Members, créant un lien authentique et un engagement envers le service qu’aucune autre institution financière ne peut égaler. Rejoignez-nous et découvrez que chez Partners, nous honorons l’adhésion à la vie, car les membres peuvent compter sur nous en toute confiance à chaque étape de la vie. Et grâce à notre connexion à The Walt Disney Company, toute personne travaillant pour Partners est également un Cast Member/employé de Disney.
Sur The Walt Disney Company:
The Walt Disney Company, ainsi que ses filiales et sociétés affiliées, forme l’une des principales entreprises internationales diversifiées de divertissement familial et de médias. Elle comprend trois secteurs d'activités essentiels : Disney Entertainment, ESPN et Disney Experiences. Depuis ses modestes débuts en tant que studio de dessins animés dans les années 1920 jusqu’à son statut de référence actuel dans le secteur du divertissement, Disney poursuit fièrement sa tradition de création d’histoires et d’expériences exceptionnelles pour tous les membres de la famille. Les histoires, les personnages et les expériences de Disney touchent les consommateurs et les visiteurs du monde entier. À travers nos activités présentes dans plus de 40 pays, nos employés et cast members collaborent pour créer des expériences de divertissement appréciées à la fois au niveau universel et local.
Le poste est rattaché à Walt Disney Parks and Resorts U.S., Inc. , qui fait partie d’une entreprise que nous appelons Partners Federal Credit Union.
Walt Disney Parks and Resorts U.S., Inc. est un employeur qui souscrit au principe d’égalité des chances à l’emploi. Les candidat(e)s seront pris(es) en considération pour un emploi sans distinction de race, de religion, de couleur, de sexe, d’orientation sexuelle, de genre, d’identité de genre, d’expression de genre, d’origine nationale, d’ascendance, d’âge, d’état matrimonial, de statut militaire ou d’ancien combattant, d’état de santé, d’informations génétiques ou de handicap, ou de tout autre motif interdit par la loi fédérale, étatique ou locale. Disney défend un environnement commercial où les idées et décisions de tous et toutes nous aident à grandir, innover, créer les meilleures histoires et être pertinents dans un monde en évolution constante.