Strategy, Vision and Goals: Develops and implements an end state vision, strategy and plans for  the sub-function and build plans to achieve these. Strategy and vision should be balanced across  our four strategic pillars of customer, talent, well managed and economics and should operate within  business objectives and corporate standards.  

Operational performance: Responsible for overall operational output of the sub-function.  Institutionalize management practices to drive accountability across all layers of the organization,  and be able to drive the team to meeting and exceeding target KPIs.  

Process improvement: Build or support processes and practices to drive continuous improvement in the team. Build a culture of “no problem is a problem” and empower team to find opportunities and escalate for driving improvements, culture where all layers of the team clearly understand goals, what drives the  process performance to meet/miss the goal and how to remain focused on critical things.  

People development: Responsible for building a high performing and engaged team. Drive team’s  overall performance, leadership across all layers, and overall engagement for the team and function.  Understand the concerns associates may have, and work with stakeholders and partner teams to  drive solutions. Work with HR and other partners on hiring/terminations, performance and talent  management, adherence to policies, and administrative decisions.  

Organizational collaboration. Maintains strong and collaborative partnerships across the  organization, including HR, Finance, Shared Services, and stakeholders in the US and works  collaboratively in all aspects of day to day responsibilities.  

May be assigned / rotated across other related sub-functions including but not limited to:  

• Anti-Money Laundering: Strategizes for sub-functional team handling various AML processes, which includes but not limited to suspicious activity investigations, global sanctions screening or other AML processes. 

• Back Office Processing: Strategizes for sub-functional team handling inbound calls to manage and resolve credit bureau scores disputes and correspondences.  

• Collection: Strategizes for sub-functional team handling inbound and outbound calls to  manage and resolve delinquent accounts  

• Fraud/ Disputes: Strategizes for sub-functional team handling inbound and outbound calls  to identify, investigate and resolve dispute and fraudulent activities  

• Servicing: Strategizes for sub-functional team handling inbound calls to manage and  resolve credit card concerns  

• Applications Phone Channel: Strategizes for sub-functional team handling inbound  calls to provide prime customer experience focusing on risk and regulatory adherence  

• Training: Strategizes for sub-functional team planning, delivering, and evaluating technical  training requirements 

• Workforce Management: Strategizes for sub-functional team handling workforce data and voice, skilling and access support, Integrated Mission Control (IMC), and Workforce Center of Excellence (COE) 

• Reporting, Analytics and Development Ops:  Strategizes for sub-functional team handling Operations reporting, data analysis, and development of data-based solutions

Two (2) years college level education or equivalent work experience

Minimum 5 – 7 years working experience in a call center operations  environment, with 5 years in a managerial capacity  

Solid functional understanding of call center business processes, with deep  appreciation for meeting customer needs and expectations  

Strong analytical skills for decision-making  

Results orientation with a bias for action, versatility, and adaptability  

People management skills, including team formation, collaboration, and influencing  

Proficiency in Microsoft Office and Google Suite