Senior Vice President of Customer Care Operations

2 weeks ago

Stevens Point, Wisconsin, United States Associated Banc-Corp Full time

Overview

At Associated Bank, we are dedicated to fostering an inclusive environment where diverse perspectives are acknowledged as vital strengths that contribute to our success. If you are looking for a workplace that supports your growth and development, Associated Bank could be the ideal fit for you.

Position Summary

The Vice President of Customer Care Support and Insights is tasked with overseeing a team of analysts and support professionals who deliver assistance to leaders and colleagues across a multi-site contact center. This role is crucial in ensuring an efficient, customer-centric operation that exemplifies best practices.

This leader will manage all shared services and operations across contact centers, which includes scheduling, reporting, problem resolution, incident management, business continuity, and systems support for all applications utilized within our Customer Care/Contact Center division.

A key responsibility will be to analyze data from various sources to provide insights that will inform the strategic direction of the department. This involves continuous evaluation of problem resolution cases, productivity metrics, customer feedback, surveys, and other performance indicators that reflect contact center effectiveness. These insights will be instrumental in enhancing both customer and colleague experiences, mitigating risks, and driving efficiencies to lower operational costs.

Key Responsibilities

  • Lead, mentor, and develop a high-performing team of support professionals to ensure a top-tier contact center operation across multiple sites.
  • Provide leadership and professional development while assisting the team in prioritizing responsibilities and leveraging your expertise.
  • Oversee comprehensive scheduling, reporting, problem resolution, and other support tasks within Customer Care, ensuring alignment with business lines.
  • Act as the subject matter expert for best practices across all contact centers within the organization.
  • Collaborate with IT and Digital Platform Support teams to ensure timely execution and communication of Customer Care projects.
  • Work closely with business line leaders to provide insights that will guide future initiatives, focusing on performance management and process improvements.
  • Develop objectives and plans that align with business goals, implementing milestones and proactively addressing performance management issues.
  • Manage vendor relationships to ensure compliance and accountability in risk management.
  • Formulate solutions to complex challenges through thorough research and analysis, aiming to mitigate negative impacts.
  • Serve as the primary contact for any system outages, tracking and analyzing impacts on customers and colleagues.
  • Continuously seek knowledge on best practices within Contact Centers.

Qualifications

  • Bachelor's Degree or equivalent experience in Financial Services or Business is required.
  • Master's Degree in Business or Project Management is preferred.
  • 5-7 years of experience in a Contact Center Leadership role, demonstrating the ability to lead technical teams is required.
  • 5-7 years of experience in a Financial Services Contact Center Leadership role is preferred.
  • Project Management experience is preferred.
  • Experience with Power BI is preferred.

Benefits

In addition to traditional benefits, we take pride in offering advantages for every stage of life, including:

  • Retirement savings options, including both 401(k) and Pension plans.
  • Paid time off for community volunteering.
  • Opportunities for connection through diversity-focused Colleague Resource Groups.
  • Competitive salaries with opportunities for professional development and advancement.
  • Bonus benefits, including well-being programs, parental leave, and employee stock purchase plans.
  • Personal banking, loan, investment, and insurance benefits.

Associated Bank serves numerous communities and considers our colleagues essential to our ongoing success. We are committed to creating a diverse workforce and support a respectful work environment where all colleagues can reach their full potential.

Compliance Statement

Associated Bank is an equal opportunity employer and complies with all applicable laws and regulations. We provide additional assistance to individuals with disabilities throughout the application and interview process.

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