Responsible for leading the design, development and execution of next generation self service capabilities for client servicing. Working closely with technology, business and digital partners, this leader will identify opportunities to drive high digital engagement through a comprehensive understanding of the end to end client journeys. They will work across CCS to identify top self service opportunities and front line pain points to develop and implement tools and processes to improve client service.
This role is responsible for developing executive level presentations that tell a concise and compelling story for key leaders in order to help garner support and funding for key strategic initiatives. This will require developing a detailed understanding of the Client Service business to provide thought leadership and insights. Must be able to handle multiple priorities and be fluid with work responsibilities to ensure the optimal outcome for the team.
Must have strong relationship building skills and the ability to work across and at all levels within the organization to gather data, feedback, and opinions to synthesize information effectively into compelling presentations. Needs a high level of attention to detail to produce quality work output including the use of data analysis to support findings and recommendations.
This leader must be able to influence across multiple teams, manage via a matrix and negotiate solutions that are highly efficiency and drive high client experience. They must be highly proficient at presenting to senior executives.
* Complex program management experience
* Client service experience
* Leadership experience
* Strong analytical skills
* Self service implementations
* Call center background
* Digital banking experience
Posting Date: 07/09/2019
Location: Phoenix, AZ, CATALINA BLDG, 1825 E Buckeye Rd, Brea, CA, 275 Valencia Ave (CA7701), Newark, DE, Deerfield V, 655 Paper Mill Rd, Tampa, FL, EKMAN CENTER OFFICE, 4109 Gandy Blvd, Rio Rancho, NM, RIO RANCHO CONSUMER CALL CENTER, 4330 PICABO ST NE, Charlotte, NC, ONE BANK OF AMERICA CENTER, 150 N COLLEGE ST, Riverside, RI, 3400 Pawtucket Ave (RI1530), - United States
Travel: Yes, 20% of the time
Full / Part-time: Full time
Hours Per Week: 40
Shift: 1st shift