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Senior Vice President of Customer Operations

2 months ago

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

About Us
At Associated Banc-Corp, we are dedicated to fostering an inclusive environment where diverse perspectives are not only welcomed but are seen as vital to our success.

Your Opportunity
If you excel in a setting that promotes your professional growth and development, Associated Banc-Corp could be the ideal fit for you.

Role Overview
The Senior Vice President of Customer Operations is tasked with overseeing a team of analysts and support professionals dedicated to delivering exceptional service across a multi-site contact center. This role is pivotal in ensuring an efficient, customer-centric operation.

Key Responsibilities
In this capacity, you will manage all shared services and operational functions across contact centers, which include:

  • Scheduling and reporting
  • Problem resolution and incident management
  • Business continuity planning
  • Systems support for all applications utilized in our Customer Care division

You will analyze operational data and collaborate with various business line leaders supported by Customer Care, including Retail, Business, Corporate Banking, Wealth Management, and Retirement Services.

Strategic Focus
A primary objective for this position will be to assess data from diverse sources to provide actionable insights that will inform the strategic direction of the department. This includes:

  • Continuous evaluation of problem resolution cases
  • Monitoring productivity and customer feedback
  • Analyzing surveys and other performance metrics

These insights will enhance both customer and colleague experiences, mitigate risks, and drive efficiencies to optimize operational costs.

Collaboration and Leadership
You will work closely with peers, including the Vice Presidents of Site Management, Quality & Training, and Consumer Affairs, to identify opportunities for improvement and implement strategies that enhance operations across Customer Care.

Customer Perspective
This role will also serve as the voice of the customer, providing insights on potential impacts for system upgrades, mergers, product changes, and more.

Technical Liaison
Collaboration with IT, vendors, and the Voice Channel Platform Support team will be essential to ensure the reliability and integrity of Customer Care systems, including tracking and communicating any system outages and their impacts.

Qualifications

  • Bachelor's Degree or equivalent experience in Financial Services
  • 5-7 years of leadership experience in a contact center environment
  • Proven ability to lead technical teams and support functions
  • Project Management experience is preferred

Benefits
In addition to competitive salaries, we offer a comprehensive benefits package that includes:

  • Retirement savings plans
  • Paid time off for community service
  • Diversity-focused colleague resource groups
  • Professional development opportunities
  • Well-being programs and incentives

Join us at Associated Banc-Corp, where we value our colleagues as key contributors to our ongoing success.