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Wright-Patt Credit Union · 5 days ago

Director, Member Help Center

Beavercreek, OH

Full-time

Onsite

Mid, Senior Level

$110K/yr - $164K/yr

5+ years exp

Wright-Patt Credit Union is seeking a Director for their Member Help Center, responsible for overseeing member-facing contact center operations. The role involves developing strategies for service delivery, managing resources, and ensuring operational excellence to enhance member experience.

FinanceFinancial ServicesNon Profit

Responsibilities

Collaborates with members of the Senior Management Team and leaders of various business units to align, develop and execute comprehensive member service delivery strategies. Drives initiatives to enhance member experience, loyalty, and operational excellence. (30%)

Manages globally the resources of the Member Help Center to create an extraordinary service culture that balances the interests of the three WPCU stakeholders and exceeds member-owner expectations. Primary functions include directing inbound/outbound calling efforts, establishing and strengthening members’ relationships, and identifying ways in which to simplify doing business with WPCU. (20%)

Leads, directs, and ensures effective functionality and ease of member use for key MHC technology (e.g. phone system and interactive voice response) as well as integrates future remote technologies. Aligns contact center technology with the Service Delivery Strategy by integrating business processes with the appropriate technology and ensuring maximized partner and member utilization, driving digital transformation and automation initiatives. (15%)

Hires, supervises, coaches, develops, and consistently reviews the performance of direct reports to support their achievement of outstanding performance. Reviews employment actions, taken throughout the Member Help Center to ensure consistency and protection of the WPCU brand. Forecast resource needs based on volume trends and credit union growth. (10%)

Creates and manages approved operating budgets, staffing, capital improvements, and member development reports (e.g. loan/share growth, financial advisor referrals) for assigned business units and takes actions to improve results as appropriate. Analyze financial performance and identify cost-saving opportunities. (10%)

Serves as the highest authority for the Member Help Center in the interpretation, implementation, and communication of laws, rules, regulations, WPCU policy, and management guidelines; seeks guidance from subject matter experts, as needed. (5%)

Ensures assigned business units are operating efficiently and reliably, are in compliance with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and are performing at a high level. Works with operational leadership to ensure consistency and stability of operations across the entire Service Delivery Network (5%)

Perform other duties as may be required (5%)

Qualification

Contact center managementService delivery strategyTeam leadershipBusiness process developmentProblem analysisSolvingMicrosoft Office

Required

Requires at least 5-7 years' experience managing large service delivery operations (preferably a contact center), or equivalent combination of education and experience, with proven success in managing large teams

Demonstrated ability to develop and execute effective contact center strategies and initiatives

Demonstrated ability and proven results in driving forward a consultative service and sales culture

Demonstrated ability to lead others

Demonstrated ability to develop sound and efficient business processes

Demonstrated ability to analyze complex situations and solve problems and/or design recommendations to accomplish business and tactical goals

Must be familiar with Microsoft Office products