Operations Service and Support

Overview

• Lead the service and support team to ensure operational excellence and employee engagement in a hybrid work environment.
• Drive process improvements and align support functions with organizational goals to enhance effectiveness and customer service.
• Develop and deliver companywide operational training programs promoting compliance, consistency, and efficiency.
• Monitor inquiry resolution metrics to achieve service goals and maintain high-quality support standards.
• Serve as the escalation point for complex inquiries, ensuring timely and professional resolution.
• Collaborate across departments to resolve issues, implement improvements, and ensure accurate communication.
• Analyze support trends and recommend enhancements to systems, workflows, and training initiatives.
• Promote a culture of service excellence, teamwork, and continuous improvement within the organization.

Key Responsibilities & Duties

• Manage the service and support team, including coaching, training, and performance management to achieve operational goals.
• Oversee inquiry resolution metrics such as resolution time and first-contact resolution rate.
• Develop and deliver operational training programs to enhance compliance and efficiency.
• Communicate updates, system changes, and process improvements effectively through various channels.
• Collaborate with departments to resolve escalated issues and drive process improvements.
• Analyze support trends and recommend system and workflow enhancements.
• Oversee creation and maintenance of internal documentation and support resources.
• Participate in system testing and upgrades to ensure operational readiness.
• Travel occasionally to ensure operational consistency and employee support across locations.

Job Requirements

• Bachelor of Science degree required, with 7-10 years of relevant experience preferred.
• Strong leadership, coaching, and interpersonal skills to manage teams effectively.
• Proficiency in Microsoft Office, core banking systems, and case management tools.
• Knowledge of retail bank products, services, and operating procedures.
• Familiarity with banking regulations and compliance requirements.
• Excellent verbal and written communication skills; Spanish proficiency is a plus.
• Strong organizational and time management skills with the ability to prioritize tasks effectively.
• Ability to remain calm and professional under pressure, promoting a culture of service excellence.
• Willingness to travel occasionally to support operational consistency across locations.