Enterprise Client Care Director

The Cape Cod Five Cents Savings Bank; Hyannis (MA); On-site; USD 150,000 - 190,000; Full time

Job summary

The Cape Cod Five Cents Savings Bank is seeking a Director, Client Care to provide enterprise leadership and oversee Client Care operations across Mutual Bancorp’s banks, ensuring excellent client experiences, service delivery, risk management, and continuous improvement. You will shape strategy, evaluate new technologies, and drive investments and operating-model changes.

You will lead the Client Care organization, supervise managers, and partner with stakeholders to align capabilities with

Qualifications

• Bachelor's degree required.
• 10+ years of progressive operations/leadership experience in client care or contact center.
• Experience leading managers across multi-site operations in banking or financial services.

Responsibilities

• Translate enterprise strategy into Client Care objectives and metrics.
• Own Client Care operating model, standards, and performance reporting.
• Lead workforce planning, budgeting, and capacity management for Client Care.
• Drive technology adoption, CRM/tooling, and omnichannel service delivery.
• Ensure risk, compliance, and governance within Client Care.

Skills

Banking knowledge

Leadership

Client service

Data-driven decisions

Education

Bachelor's degree

Tools

CCaaS platforms

CRM systems

IVR/IVA

Job description

The Cape Cod Five Cents Savings Bank is seeking a Director, Client Care to provide enterprise leadership and oversee Client Care operations across Mutual Bancorp’s banks, ensuring excellent client experiences, service delivery, risk management, and continuous improvement. You will shape strategy, evaluate new technologies, and drive investments and operating-model changes.

You will lead the Client Care organization, supervise managers, and partner with stakeholders to align capabilities with