Vice President, Client Care Center Operations
ATB Financial
- Calgary, AB
- Permanent
- Full-time
- Responsible for all duties related to the EFS Senior Leadership Team, including providing feedback on the EFS strategy and the supporting role of the Client Care Center in the execution of that strategy.
- Development and evolution of short and long term visions for the Client Care Center to fully support ATB's client and team member experience goals, and to support the optimization of ATB's digital and telephony-technology platforms.
- Provide executive leadership, clear direction and inspiration to all areas of the Client Care team (including sales, service, and support), creating and operationalizing strategies that fully engage and enable the capabilities of all team members in support of strategic goals.
- Foster a culture of excellence and fun where all team members are empowered and motivated to exceed client expectations, drive positive outcomes and pursue operational excellence.
- Strengthen partnerships across ATB and find opportunities to support profitable, efficient market share growth within EFS and across business lines by delivering a consistent, differentiated client experience.
- Contribute to ATB's goal in being #1 in client satisfaction by identifying and implementing strategies to sustain and grow satisfaction through strengthened client and team member experience, problem resolution, complaint resolution and continuous improvement.
- Grow a team of culturally intelligent leaders who lead with empathy, inclusive mindsets and provide performance-based assessments and feedback on the capabilities of all direct reports. Oversee the day-to-day operations of the contact center including staffing, scheduling, resource allocation and process optimization to meet performance targets.
- Leverage existing and developing technologies to modernize our business and deliver a differentiated, high quality multi-channel experience. Stay up to date with industry trends and practices in contact center technology to enhance client and team experience and streamline operations.
- Establish and manage the department budget, generate revenue and expense forecasts and ensure continual resource optimization to achieve cost efficiency while maintaining service quality standards.
- Implement the enterprise integrated risk management approach and processes, maintaining high standards for compliance and risk performance.
- Attract, retain and develop talent who exemplify continuous learning and adaptability in a complex and continuously evolving work environment.
- A minimum of 12+ years experience in contact centers, including a proven track record of success as an Executive/Senior leader in sales, service, support, advisory, and/or client experience business, and across multiple contact center disciplines (workforce/resource management, coaching and development, desktop and telephony technology)
- A post-secondary degree in Business; a related Graduate level degree (MBA) is preferred, or comparable work experience
- Demonstrated ability to translate strategic objectives into effective tactical business plans
- Experience in and commitment to leading a client and people centric culture
- A proven ability to lead through change and demonstrate an adaptability to new trends and business models.
- Proven leadership, coaching and human resource management skills in a dynamic and fast-paced client focused environment
- Lead with empathy and purpose - lead by example, demonstrating integrity, passion for client experience, team member development and results that matter.
- Exemplary business acumen, combining technical, practical, and entrepreneurial strengths
- Developer of talent with demonstrated ability to develop, inspire, and motivate high performing teams in a call center environment
- Advanced data analysis, problem solving, change management, and implementation skills
- Diverse and deep knowledge of client contact center services and operations
- Storyteller, with the ability to adapt communication for a range of audiences
- Digital acumen through a work style that role models technical competency, data-informed decision making and acceptance to utilize new tools, systems and ways of working.
- Strong understanding of current business rules, risk appetite, and regulatory requirements.
- Strong sales, marketing and communication skills with the ability to network within the community and source new business as well as identify talent that would be a good fit for ATB
- Understanding of business drivers and levers, having insight into business and client trends and changes that are affecting the way we do business
- Demonstrated commitment to continual learning
- Strong decision making and problem solving skills
- Demonstrated analytical, organizational and project management skills
- Ability to hold team members accountable for results and differentiate and reward for performance
- Actively demonstrates ATB's leadership strategy and conduct yourself through the lens of ATB's purpose statement