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Senior Client Services Executive

Bank of America | Tampa FL 33611 USA | Full Time | Posted: 01/24/2020

Job Descriptiontop

Job Description:

Responsible for the operating performance of multiple call centers that support complex products and services, provide an array of sophisticated front/middle/back-office capabilities, drive an end to end process and are experiencing significant growth and change. Plays key role working closely with senior segment leaders in establishing strategic business direction. Promotes ideas through the influencing of segment partners and support partners. Identifies, analyzes and resolves complex problems. Impact of decisions carries with it a high degree of business risk and financial impact. Requires the delivery of differentiated service to clients with high value relationships using unique protocol.

The Senior Client Services Executive will be responsible for leading (directly and/or indirectly) regional performance inclusive of multiple centers and strategic initiatives. The Exec will specifically:

  • Be accountable for the business strategy for multiple segments and regions
  • Identify, develop and execute strategies that promote our company purpose and drive operational efficiency (Volume reduction, Digital adoption, Chat, Service to Sales, etc.)
  • Set the pace for strategic direction of call centers, in partnership with enterprise stakeholders and nurture an environment of operational excellence and continuous improvement processes and practices
  • Define and implement communication strategies that embrace our purpose and establish an inspirational culture within our organization
  • Evolving the culture to be client-centric and promote a professional brand image
  • Incorporate P&L experience and revenue management into all components of operational management
  • Be accountable for achieving productivity goals by building and managing high performing teams and leaders while ensuring adherence to regulatory and compliance standards
  • Effectively partnering across the organization to optimize performance and resources

Requirements:

  • 5+ years’ in financial services business
  • 3+ years’ managing  contact center/servicing team(s)
  • 3+ years’ experience with P&L/Revenue Management
  • 5+ years’ of experience leading large teams in multiple geographic locations (Multi-site, Diverse Geography)
  • Proven market integration leadership
  • Deep knowledge of banking products and solutions
  • Demonstrated strategic thought leadership - Develops and executes strategies to promote our company purpose
  • Demonstrated ability to communicate to multiple audiences via all channels
  • Diverse functional experience (Channel Management, Client Experience, Operational Excellence, Process Design, Vendor Management, Change Management)
  • Executive written and verbal communications acumen (PowerPoint and Executive Presentation expertise)
  • Strong analytical skills to understand intricate performance measures

Shift:

1st shift (United States of America)

Hours Per Week:

40

Job Detailstop

Location Tampa, FL, 33611, United States
Categories Sales/Retail/Business Development

Location Maptop

Contact Informationtop

Contact Name -
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Job Code 19075864-11
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