Director, Client Care Strategy & Operations

Fidelity Bank; Massachusetts; Presencial; USD 113.000 - 158.000; Jornada completa

Descripción de la vacante

Mutual Bancorp seeks a Director, Client Care to provide enterprise leadership for Client Care across its subsidiary banks, ensuring exceptional service delivery, strong risk management, and a high-quality client experience.

You will shape the Client Care strategy, oversee operations and technology, manage workforce and budgets, and supervise multiple managers to drive continuous improvement and alignment with enterprise priorities.

Formación

• Minimum 10 years in contact center or client care operations.
• At least five years leading managers across multiple teams.
• Banking or financial services experience preferred in regulated environments.

Responsabilidades

• Lead enterprise Client Care strategy and operations.
• Ensure service levels, risk management, and client experience.
• Oversee staffing, budgeting, and vendor management.

Conocimientos

Leadership

Operations management

Client care

Strategic planning

CCaaS knowledge

Herramientas

CCaaS

CRM systems

Workforce management

Descripción del empleo

Mutual Bancorp seeks a Director, Client Care to provide enterprise leadership for Client Care across its subsidiary banks, ensuring exceptional service delivery, strong risk management, and a high-quality client experience.

You will shape the Client Care strategy, oversee operations and technology, manage workforce and budgets, and supervise multiple managers to drive continuous improvement and alignment with enterprise priorities.