Schedule
Mon - Fri: 8 AM - 5 PM (40 Hours)
What You'll Do Collaborates and consults with senior leadership to understand the organization's goals and strategy and then define, develop and build the Service Excellence function for the Shared Services organization establishing the critical functions within that umbrella to achieve success, including complaint resolution, quality, KPI development and ongoing management Bring expertise to bear in the organization by enabling all four reporting areas to achieve their key objectives and find collective economies of scale Harness the power of trends and data to arm the Member Services organization with key recommendations to drive asset growth and overall member satisfaction Build the coaching/leadership function to provide structured guidance, training and support to a network of 50+ people managers in meeting KPI's.
Develop a centralized reporting function giving all departments that comprise Member Services a single source of truth and trusted set of data to action against Work collaboratively with leaders across both Shared Services and the larger Member Service organization to achieve DCU's collective goals Develops budgets, policies, and procedures to support the functional infrastructureDevelop critical business knowledge that can be employed across Member Services with an aim to ultimately deliver relevant expertise cross-organizationally throughout the credit union Partner with the VP of Shared Services to build a cross-organizational change management discipline to understand the scope of changes that will impact members and member facing functions, and work with all business areas to time those changes effectively to allow front line employees to appropriately absorb those changes Perform other job-related duties as assigned by Managers(s).
What You'll NeedMaster's degree preferred.
5+ years of management/supervisory experience, preferably in a financial institution.
Direct experience building or executing a coaching/leadership program preferred 7+ years of related experience Knowledge of Quality best practices in a call/contact center environment required What We Do
DCU is the largest credit union headquartered in New England - serving more than one million members in all 50 states.
With over 1,900 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares.
We are proud to be a Equal Opportunity Employer/ Protected Veterans/Individuals with Disabilities.
#INDMI
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR 60-1.35(c)