Senior Vice President of Banking Services

2 weeks ago

Fort Worth, Texas, United States First Command Full time

Impact of the Role:

The organization is seeking a Senior Vice President of Banking Services to enhance our commitment to client service through a robust support strategy. This leadership position is crucial in delivering innovative client solutions by formulating and executing a comprehensive Service and Support framework for our inbound service teams.

Key Responsibilities:

  1. Assume a strategic role in managing overall service and support processes, ensuring quality and performance metrics are met.
  2. Foster a departmental culture centered on exceptional service, continuous improvement, and professional development.
  3. Lead and mentor a team of service professionals, ensuring alignment with service and support KPIs.
  4. Encourage transparency and engagement through regular communication that aligns with strategic objectives, helping team members understand their contributions.
  5. Drive cultural transformation and collaborate with internal partners to enhance corporate awareness of client experiences through education and engagement initiatives.
  6. Support the development of various banking teams to uphold a client-focused approach and maintain service excellence.
  7. Establish standards and routines to continually improve the service experiences delivered by the teams.
  8. Enhance the consistency of service interactions, leading to improved client and field experiences.
  9. Ensure compliance with rigorous standards during client interactions, adhering to all relevant regulations.
  10. Collaborate with legal and compliance departments to maintain adherence to industry regulations.
  11. Partner with leadership across the organization to facilitate ongoing change management efforts.
  12. Identify root causes of service issues and drive improvements in key performance metrics, working closely with stakeholders.
  13. Provide actionable insights to enhance team performance and client satisfaction.
  14. Analyze data to identify trends and present recommendations to executive leadership.

Qualifications:

  1. Education: Bachelor's degree in a business-related field (e.g., Finance, Marketing, Administration, Information Systems) is required.
  2. Experience: A minimum of eight years in a leadership role within a hybrid call center environment is essential, along with at least ten years in financial services, preferably in retail and small business sectors.
  3. Demonstrated leadership experience in managing a large service and support organization is required.
  4. Military experience is preferred.

Knowledge, Skills, and Abilities:

  1. Comprehensive understanding of the financial services industry is preferred.
  2. Strong knowledge of compliance with consumer banking regulations.
  3. Ability to analyze and utilize data for informed decision-making.
  4. Excellent communication and interpersonal skills, with the ability to present effectively to diverse audiences.
  5. Capacity to manage multiple tasks in a dynamic environment.
  6. Ability to develop and manage budgets effectively.
  7. Willingness to travel up to 20%.

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