On - Site Medical Call - Center Specialist coordinating organ and tissue donation at DCI Donor Services. Engaging with donor families and managing medical information with compassion and accuracy.
NU
Hybrid Vice President, Contact Center Operations
Posted 5 months ago
About the role
- Lead the Contact Center Operations at Navy Federal, ensuring high operational efficiency and superior member service. Drive strategic direction and development of comprehensive policies and programs.
Responsibilities
- Assume responsibility/accountability for the leadership, direction, and management of Contact Center Operations, related Account Services, Fraud & Digital Services, and CCO Learning Labs branches
- Provide recommendations to the SVP Contact Center Operations and Support regarding Contact Center operations, and related business improvement strategies
- Establish and implement short and long-term divisional strategy and goals, objectives, policies, and operating procedures; monitor and evaluate program effectiveness and implement changes as needed
- Determine and review gaps in divisional performance, establish relevant performance metrics, and ensure appropriate improvements are initiated and managed
- Adopt and implement strategies to better serve our members through digital transformation (e.g., data and analytics, change management, AI, machine learning, etc.)
- Identify and assist with the development of Contact Center long and short-term plans and strategies
- Create an efficiency culture to drive toward the goal of optimizing staff resources within the branches
- Provide positive leadership to the branches through teaching, training, employee engagement, succession planning, mentorship programs, and retention strategies
- Serve as liaison to external and internal key decision makers to improve branch performance
- Review branch effectiveness of operational processes, analyze trends, and report on opportunities for improved efficiencies, technologies, and expansion of company growth
- Establish credibility throughout Navy Federal, and with executive peers, as an effective spokesman for his/her/their area of responsibility, and developer of financial solutions for business challenges
- Drive organizational change and learning by embracing new, flexible, and agile approaches to improve business performance and efficiency
- Establish a closed loop feedback mechanism to identify process and training gaps from frontline team member performance trends to drive quality improvements
- Increase accuracy of operational forecast planning to maximize attainment of SL's through staffing, policies, technology and lessons learned
- Advocate for rigorous process improvement actions to reduce call volume
- Perform supervisory and managerial responsibilities
- Perform other duties as assigned
Requirements
- Extensive experience with financial and member service operations to include understanding of effective member service philosophy
- Extensive experience demonstrating thought-leadership, initiative-taking, decision-making and creativity solving business problems
- Significant experience in driving change management and influencing organizational culture and values
- Extensive experience in project leadership and execution, including initiatives with technology, processes, cross-functional teams and external partner team members
- Extensive experience in identifying relevant analytical problems, determining appropriate diagnostic methods, and solving unique and complex issues/problems
- Advanced knowledge on how to apply innovative and effective management techniques to maximize project and staff performance
- Advanced knowledge of federal and state laws, rules and regulations governing Contact Center operations, and associated regulatory compliance matters
- Advanced knowledge of Navy Federal's functions, philosophy, operations and organizational objectives
- Knowledge of Navy Federal operational systems
- Advanced skill in being adaptive/flexible; acquire, recognize & apply new information
- Expert analytical/quantitative, reconciliation and deductive reasoning skills
- Advanced skill leading with diplomacy & tact while maintaining appropriate assertiveness & persistence
- Master's degree in Business Administration or a related field, or the equivalent combination of education, training, and experience
Benefits
- Competitive pay
- generous benefits and perks
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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