Director, Client Care & Experience

Mutual Bancorp; Hyannis (MA); On-site; USD 113,000 - 158,000; Full time

Job summary

Mutual Bancorp is seeking a Director, Client Care to provide enterprise leadership and operational oversight for Client Care centers and related functions. You will shape strategy, drive performance, manage risk, and ensure a high-quality client experience across Mutual Bancorp's banking network.

You will lead workforce planning, performance management, and technology utilization for CCaaS, CRM, analytics, and digital servicing, partnering with stakeholders to align capabilities with enterprise

Qualifications

• 10+ years of progressively responsible experience in contact center, client care, customer service or related operations, including leadership of managers.
• Strong ability to translate enterprise strategy into operating plans and measurable outcomes.
• Banking or financial services experience in a regulated environment is highly desirable.

Responsibilities

• Translate enterprise strategy into departmental objectives, operating plans, service standards and measurable outcomes across subsidiary banks.
• Own implementation of Client Care strategies and major initiatives with change-management planning and adoption.
• Define operational requirements and success measures for Client Care technology; partner with IT on strategy and roadmaps.
• Lead workforce planning, capacity management, and scheduling to meet client demand and budgets.
• Establish KPIs and monitor performance, quality, client satisfaction, and staff productivity.
• Oversee risk, compliance and governance across Client Care operations and channels.

Skills

Leadership

Strategic planning

Risk management

Operational excellence

Tools

CCaaS platforms

CRM systems

Job description

Mutual Bancorp is seeking a Director, Client Care to provide enterprise leadership and operational oversight for Client Care centers and related functions. You will shape strategy, drive performance, manage risk, and ensure a high-quality client experience across Mutual Bancorp's banking network.

You will lead workforce planning, performance management, and technology utilization for CCaaS, CRM, analytics, and digital servicing, partnering with stakeholders to align capabilities with enterprise