Director, Client Care & Operations Excellence

Mutual Bancorp and its Subsidiaries; Hyannis (MA); In loco; USD 113.000 - 158.000; Tempo pieno

Descrizione del lavoro

Mutual Bancorp seeks a Director, Client Care to provide enterprise leadership and operational oversight across Client Care centers. You will shape strategy, drive service excellence, risk management, and a high-quality client experience across the bank’s subsidiary banks.

Reporting to senior leadership, you will supervise managers, manage budgets and vendor relationships, and partner with IT to align technology with client care goals.

Competenze

• Minimum of 10 years of progressively responsible experience in contact center, client care, customer service or related operations.
• Banking or financial services experience in a regulated environment is strongly preferred.
• Experience leading managers across multi-site operations is required.
• Executive-level communication skills with the ability to present complex information clearly.

Mansioni

• Translate enterprise strategy into departmental objectives, operating plans, service standards, and measurable outcomes across Mutual Bancorp's subsidiary banks.
• Own implementation of Client Care strategies, major initiatives, and process or technology changes; manage readiness and adoption.
• Manage Client Care workforce planning, capacity management, and budgeting within approved parameters.
• Lead governance for risk, compliance, and performance across channels and ensure continuity of client care operations.

Conoscenze

Contact center leadership

Executive communication

CCaaS platforms

Omnichannel servicing

Budget management

Vendor management

Data-driven decisions

Strumenti

CRM systems

CCaaS platforms

Descrizione del lavoro

Mutual Bancorp seeks a Director, Client Care to provide enterprise leadership and operational oversight across Client Care centers. You will shape strategy, drive service excellence, risk management, and a high-quality client experience across the bank’s subsidiary banks.

Reporting to senior leadership, you will supervise managers, manage budgets and vendor relationships, and partner with IT to align technology with client care goals.