Director of Customer Service Operations

2 weeks ago


Mt Pleasant, United States Isabella Bank Full time

** Director of Customer Service Operations**

**Job Category****:** Customer Service Operations **Requisition Number****:** DIREC001149 Showing 1 location **Job Details**

**Description**

**Director of Customer Service Operations**

**Position Title: Director of Customer Service Operations**

**Reports To:** Vice President of Operations

**Responsibilities:**

- Supervise, coach, and mentor team to achieve a common vision, build engagement, and support on-going professional development.

- Work with supervisors to establish product roadmaps, manage the product life cycle and provide support to drive the growth of the product lines.

- Oversee report writing for maintenance and other projects.

- Utilize performance metrics and customer / user feedback to identify, prioritize and implement product and process improvements to maximize customer experience and monitor customer channel preferences.

- Work with supervisors to develop applicable training materials to ensure product and process familiarity.

- Serve as the sponsor for applicable projects.

- Ensure the Banks technical platforms provide a great user experience as well as compliance with rules and regulations.

- Oversee fraud monitoring and deploy / modify risk strategies as needed.

- Identify process improvement opportunities and work with department supervisors to implement solutions.

- Oversee the development of policies, procedures, and disclosures that comply with applicable banking regulations; keep current with regulatory changes.

- Manage product vendor relationships, contract negotiations, and ensure service level agreements are maintained.

- Review and approve customer contracts for treasury management products.

- Provide oversight of required documents for internal and external audits, regulatory monitoring, and all other required reports.

- Perform other job duties as assigned.

**Qualifications:**

**Education/Experience**

- Bachelors degree required

- 10+ years of financial industry experience in operations or project management

- 5+ years of managerial/leadership experience

**Skills**

- Strong verbal, written, and presentation skills including ability to develop product roadmaps and dashboards.

- Ability to analyze data to make strategic recommendations and decisions.

- Demonstrated ability to meet timelines and motivate / engage team members.

- Self-motivated with ability to thrive in a complex, matrixed fast-paced environment.

- Demonstrated commitment to customer service excellence.

- Strong teamwork with the ability to collaborate with third parties, stakeholders, and internal teams to meet company objectives.

- Proficient in Microsoft Office Products and other analysis tools.

- Strong organizational, time management, and problem solving skills.

- Ability to lead, train, and motivate team to meet key objectives.

- Positive and enthusiastic attitude.

Isabella Bank is an AA/EEO employer.

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

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 contractors legal duty to furnish information. 41 CFR 60-1.35(c)



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