Director, Client Care Strategy & Operations

Fidelity Cooperative Bank; Hyannis (MA); On-site; USD 150,000 - 210,000; Full time

Job summary

Mutual Bancorp seeks a Director, Client Care to provide enterprise leadership and oversight across its Client Care centers. You will shape strategy, drive performance, manage risk, and partner with stakeholders to deliver a superior client experience.

You will supervise managers, own technology and service delivery, and lead workforce planning, change initiatives, and continuous improvement across multiple banks. Banking experience and regulatory acumen are essential.

Qualifications

• Bachelor’s degree required.
• Minimum 10 years of progressively responsible experience in contact center, client care or related operations with significant leadership experience.
• Experience leading managers and multi-team operations in a banking/financial services environment is strongly preferred.

Responsibilities

• Lead Client Care workforce planning, forecasting, capacity management, and staffing within budgets.
• Establish metrics and governance for service levels, quality, and client experience across multiple banks.
• Oversee technology and system ownership for CCaaS, CRM, analytics, and omnichannel service delivery.
• Collaborate with Compliance, Risk, and Legal to ensure regulatory adherence and risk management.
• Develop and execute strategic priorities, change initiatives, and continuous improvement plans.

Skills

Executive leadership

Customer care excellence

Strategic planning

Decision making

Data-driven

Cross-functional collaboration

Communication skills

Education

Bachelor's degree

Tools

CCaaS platforms

CRM systems

IVR/IVA

Analytics

Job description

Mutual Bancorp seeks a Director, Client Care to provide enterprise leadership and oversight across its Client Care centers. You will shape strategy, drive performance, manage risk, and partner with stakeholders to deliver a superior client experience.

You will supervise managers, own technology and service delivery, and lead workforce planning, change initiatives, and continuous improvement across multiple banks. Banking experience and regulatory acumen are essential.