American 1 Credit Union · 1 day ago
Contact Center Regional Manager
United States
Full-time
Remote
Mid, Senior Level
$96K/yr - $96K/yr
3+ years expAmerican 1 Credit Union is seeking a Contact Center Regional Manager to lead and enhance member experiences across their contact center departments. The role focuses on providing leadership, coaching, and accountability to department managers while fostering a culture of engagement and performance improvement within the organization.
Banking
Responsibilities
Lead, Manage and Accountability: Committed to leading and managing in a way that creates an environment in which accountable employees thrive and non-accountable people choose to leave. Lead Department Managers in performance, coaching, and development of themselves and their employees. This includes hiring, training, developing, and performance management. Effectively uses people analyzer to find right people, right seats
Branch Operations Leadership Team Collaboration: Collaborate with the Branch Operations Leadership team in all discussions relevant to the American 1 culture, branch operation processes and overall member experience. Participates supporting team and executing the credit union’s short- and long-term goals and objectives and communicates such goals and objectives to department managers
Focus on Purpose/Mission: Focused on credit union purpose and mission statement of creating financial wellness in our community through everyday banking
Accountability Measurement and Coaching: Ensures region’s department goals and performance are aligned with organizational scorecard and business plan. Monitor, manage, and report on branch operation goals for membership, scorecard metrics and reports to VP of Branch Operations
Employee Recruitment and Retention: Works with department managers to ensure that their teams are staffed with team members that are engaged, embrace and demonstrate our core values, fulfilled in their work, properly trained and receiving regular feedback on performance
Diversity, Equity, and Inclusion: Committed to building and supporting a culture that is inclusive for all
Leadership Growth Support: Supports managers in assessment, reporting, coaching, training, and improvement plan recommendations for the team members as needed
Team Visibility and Support: Supports managers by checking in and building employee relationships. Resolves escalated concerns of credit union members and/or employees with a goal of retaining membership and employees. Serves as a back-up for department managers in their absence
Core Process, Policy and Procedure Review and Recommendations: Responsible for following and coaching to all branch operations core processes, policies, and procedures. Makes recommendations to VP of Branch Operations when appropriate. Assures team is following all processes, policies, and procedures, including policies and procedures for customer identification and all BSA requirements
Community Advocate: Serves as a representative of the credit union within the institution, actively visible at credit union events, and supporting creating relationships within the region
Qualification
Required
Bachelor's degree preferred
Minimum 3 years at a management level and demonstrated strong leadership and communication skills
Preferred
Excellent verbal and written communication skills
Working knowledge of PC applications such as Microsoft Office
Ability to work independently or as a collaborative member of a team
Ability to direct other team members and coach others
Knowledge of credit union products, services, policies, core processes and procedures
Ability to provide supervisory leadership of professional- and intermediate-level staff
Demonstrated member-focused strategy skills
Demonstrated skill in gathering, reporting, and summarizing trends in data
Ability to express oneself clearly and articulately both orally and in writing
Ability to make decisions and take initiative in problem resolution
Ability to exercise tact and responsibility with handling confidential information
Benefits
Health
Dental
Vision
Responsible Time Off
Company
American 1 Credit Union
Mission Statement The mission of American 1 Credit Union is to create financial wellness in our communities through personal everyday banking.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Kelly Grygiel
Vice President of Marketing and Community Partnership
Haley Hemmig
Community Partnership Manager
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