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VP, Consumer Banking Support
110 000 - 130 000$
Описание вакансии
Текст:
TL;DR
VP, Consumer Banking Support (Consumer Banking Operations): Leading Consumer Banking Call Center operations with an accent on workforce management, quality assurance, regulatory compliance, and customer experience. Focus on designing operational strategy, improving self-service capabilities, developing high-performing teams, and driving continuous improvement across a regulated financial services environment.
Location: Las Vegas, NV, United States
Salary: $110,000–$130,000 per year, plus eligible annual discretionary cash and restricted stock unit bonus targets of 12.5% each.
Company
is a digital-first financial services company providing technology-driven banking tools and services to individuals, small businesses, and companies.
What you will do
- Lead the strategic vision and daily operations of the Consumer Banking Call Center.
- Oversee workforce management, training and talent development, and Quality Assurance operations.
- Partner with Technology and Product teams to automate support and expand self-service functionality.
- Develop management frameworks for complaints, workforce planning, quality monitoring, training, staff growth, and compensation.
- Drive operational efficiency, customer satisfaction, employee performance, and continuous improvement.
- Ensure Customer Service departments meet applicable regulatory compliance requirements.
Requirements
- 10+ years of progressive leadership experience in consumer banking, financial services operations, or customer service operations.
- Experience leading large-scale, multi-site, or centralized operations teams in a highly regulated financial services environment.
- Proven success improving operational strategy, performance, customer satisfaction, employee engagement, and business results.
- Strong communication, relationship-building, executive stakeholder management, and cross-functional influence skills.
- Experience with data analytics, performance dashboards, KPI reporting, service-level metrics, quality assurance, and workforce management.
- Results-oriented leadership style with a continuous improvement mindset and focus on exceptional customer experiences.
Culture & Benefits
- Medical, dental, vision, and life insurance may be available.
- Paid sick leave, three weeks of vacation, and approximately 11 paid holidays.
- HSA or FSA accounts and other voluntary benefits.
- 401(k) retirement savings plan with employer match and a 529 savings plan.
- Employee mortgage loan program and free access to an account with self-directed trading.
- Employment is subject to credit, criminal background, drug screening, and U.S. employment eligibility verification.