Vice President of Research and Network Innovation overseeing data and research at Achieving the Dream. Driving evidence - based strategies for student success across the educational network.
About the role
- VP, Hub Leader managing the Global Servicing team in Phoenix, Arizona. Overseeing performance metrics and budget management with a focus on customer experience.
Responsibilities
- Guide a team of Operations Servicing Leaders to champion performance, optimization and automation of customer processes, and deliver best-in-class customer and/or partner experience
- Own performance metrics in the hub related to work done by the Global Servicing team in handling over 3.5MM phone calls annually, including evaluation of the team(s) overall performance, and resetting of strategic direction as needed to drive results
- Manage a $35MM annual budget that includes Global Service Delivery salaries, benefits, and all other expenses related to operating a team of 650+ employees
- Establish a culture of trust, transparency and inclusion with the overall hub’s 800+ local employees
- Build and execute the new standard for SYF Works in the hub, fully engaging, developing and enabling our leaders of people to develop and inspire their virtual workforce
- Partner with business leaders and technology teams to identify and provide innovative digital servicing solutions and operational processes
- Build and manage industry and community relationships to support benchmarking, innovation, and the SYF brand in the local marketplace
- Design and enable new work models and talent strategies that balance dynamic business staffing needs and employee flexibility to reduce regrettable attrition
Requirements
- Bachelor's degree with a minimum of 8 years' experience in financial services, collections, operations or customer service call-center environment, or in lieu of bachelor’s degree, minimum of 12 years' experience in financial services, collections, or customer service call-center environment
- Minimum of 8 years supervisory or leadership experience of exempt and non-exempt employees in a large matrixed organization
- Strong PC proficiency (Microsoft Suite, including: Word, Excel, PowerPoint, and Outlook)
- Demonstrated experience analyzing, deriving meaningful insights, and communicating complex data to a variety of audiences – proficient using excel to derive insights through tools such as pivot tables and basic formulas
- Strong written communication skills with the ability to create clear, concise, and well-structured employee communications to diverse audiences
- Demonstrated influencing skills used to direct/persuade/influence others
- Selected candidate must either be located today, or will relocate to Phoenix, Arizona
- Ability and flexibility to travel for business as required.
Benefits
- Annual bonus based on individual and company performance
- Health insurance
- Flexible working arrangements
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