Senior Vice President, Member Service Center

Reports To: Executive Director, Retail Financial Services

This is a Supervisory Position

Functions Supervised: Member Service Center

Primary Functions: Oversee the operations of the Member Service Center focusing on service excellence, member advocacy and employee development. Lead the integration and strategic management of the contact center technology platform to enhance contact center operations. Champion a robust workforce management and quality assurance program to optimize staff efficiency and service quality.

Duties and Responsibilities:

1. Implement and refine the credit union’s business strategy within the Member Service Center, leveraging Genesys PureCloud capabilities to enhance operational efficiency and member satisfaction.
2. Participate in the strategic planning with the credit union’s leadership, contributing insights and strategies that leverage contact center technologies and processes for organizational growth and durability.
3. Direct the adoption and strategic use of Genesys PureCloud software, focusing on extensive analytics and workforce optimization tools to improve decision-making, forecast accuracy, and management of staff resources.
4. Develop and manage a comprehensive workforce management and quality assurance program, utilizing data insights to ensure a world-class member service experience.
5. Ensure the effective management of the Member Service Center’s operation, emphasizing service delivery, operational control, and compliance with financial regulations and credit union policies.
6. Maintain up-to-date knowledge of industry trends, technology advancements, and regulatory changes that impact contact centers and financial services, integrating better practices to drive continuous improvement.
7. Assist in the development of the credit union's goals, strategies, organization, and business plans.
8. Actively engage in and lead management committees.
9. Represent the credit union in the community and professional associations to enhance its reputation and service capabilities.
10. Perform other duties as assigned.

Education: Bachelor's degree in Business Administration or related field.

Creditable Experience in Lieu of Education: Ten years’ experience with a financial institution with supervisory experience in operations, member service or call center.

Experience/Skills: Ability to coordinate multiple activities simultaneously and demonstrate strong organizational and administrative skills. Thorough knowledge of call center regulations, credit union operations, services, policies, and procedures. Must have strong interpersonal, personnel management and communication skills, both verbal and written, and be able to motivate and supervise staff.

Tenure: Not applicable

Competitive salary based upon experience.

• Short-term and long-term incentives
• Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
• 401(k) plan with a 5% match
• Employee Assistance Program (EAP)
• Life and disability coverage
• Voluntary cash benefits for accident, hospitalization and critical illness
• Tuition Reimbursement
• Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays
• Click here to view Global’s comprehensive Benefits Programs.

Equal Opportunity Employer