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Senior Vice President of Member Engagement
2 months ago
Position Overview: The Senior Vice President of Member Engagement is a pivotal member of the executive team, tasked with shaping the vision and execution of SecurityPlus Federal Credit Union's member engagement strategies. This role is integral to the Operations Team, working in close partnership with the Chief Operating Officer and Vice President Market Manager to spearhead initiatives that elevate the member experience into a distinctive competitive edge.
Key Responsibilities:
- Lead the transformation of member engagement through innovative strategies that align with the needs of our members.
- Oversee the development and execution of a comprehensive omnichannel support model that enhances member interactions across various platforms.
- Collaborate with internal teams to ensure a seamless experience for all clients, focusing on digital, chat, AI, voice, social media, and virtual channels.
- Utilize member engagement as a catalyst for innovation, driving operational excellence and fostering a culture of adaptability and resilience among employees.
- Develop and implement policies and procedures that prioritize member satisfaction and align with best practices and regulatory standards.
Strategic Leadership: The Senior Vice President will act as a strategic advisor to the Chief Operating Officer and a collaborative partner to leaders across the organization. This role demands a proactive approach to risk management, ensuring that member engagement strategies are consistently aligned with organizational goals.
Qualifications:
- A Bachelor's degree or equivalent experience is required.
- A minimum of ten years in a high-volume omnichannel member/customer support environment, with at least seven years in a leadership capacity.
- Experience in the financial services sector, particularly within credit unions or banking, is preferred.
- Proficiency in contact center technologies and a strong understanding of operational metrics.
- Strong leadership skills with a focus on coaching and developing team members.
Conclusion: The Senior Vice President of Member Engagement will play a crucial role in shaping the future of member interactions at SecurityPlus Federal Credit Union, ensuring that every engagement is meaningful and contributes to the overall mission of financial health and member satisfaction.
