Manager, Contact Center Channel Management

Overview

To plan, develop, direct and implement the strategic initiatives of the CCO Program & Channel Management branch and is answerable for the performance and results. Oversee performance, effectiveness, and efficiency of the various programs and channels, executes business plans, and is accountable for the performance and results. Provide leadership and direction by collaborating with Digital Channels to build requirements, opportunities, and roadmaps for CCO communication channels. Handle and direct the CCO contractual relationships with CCO Vendors and serve as liaison to ISD and Digital channels to resolve technical and operational problems. Manage and administrate CCO internal programs such as Employee voice and Gamification programs. Lead governance across departments to ensure communications and member experiences across channels are consistent to strengthen business operations in a legally compliant manner. Develop and implement call routing methodologies to meet operational objectives by leveraging data and systems. Lead, coordinate and implement policies and procedures to optimize the effectiveness and compliance with the programs and channels. Formulate priorities and strategic recommendations to support senior management in developing and executing strategic plans and activities. Oversee/direct tasks with considerable scope, latitude, and impact.

Responsibilities

• Oversee, manage, evaluate and implement CCO programs and channels to ensure technology is utilized and leveraged to meet member communication needs and expectations
• Identify key customer performance management indicators, key performance indicators (KPIs), operational standards, change management, compliance regulations, work with team to understand management information
• Analyze trends and user research to inform, determine and define appropriate customer experience for each channel
• Direct the 360-view management program and leverage data in the situational management experience
• Manage day-to-day objectives as in requirements, Use Cases, Business Cases, Admin Systems, monitoring/ interpreting and case management
• Provide consistent communication with various business partners across the organization as in SMD, Lending, Marketing, Digital Channels, WFM and CCO
• Provide forward thinking technical expertise in current and emerging technologies, trends and practices
• Work with project teams to plan, coordinate and rollout software change/release to Controlled Testing and Production, obtain required approvals as scheduled, and transition project to Production
• Convey the vision and goals at the beginning of every release and sprint, participating in daily stand ups, sprint planning& review meetings and retrospectives as well as leading end of iteration show and tells
• Develop and implement policies and procedures relating to CCO owned programs and channels and technology usage
• Increase channel adoption, distribution and use in alignment with the strategic plan, and tracks channel metrics and member feedback
• Drive continuous process improvement to increase member experience quality; reduce losses; minimize financial risk and maintain high operational efficiency
• Work with the various areas within ISD to assist and provide oversight in problem identification and resolution of errors in the functionality or operability of systems supporting digital technology
• Develop and maintains a current knowledge of the financial services industry, industry trends in online banking, mobile banking and e-commerce, and state and Federal regulations affecting digital channels
• Make recommendations to senior Contact Center management on emerging trends, technology and programs that support Navy Federal's digital delivery strategy
• Work with key organizational areas within Navy Federal with respect to long-range business requirements and project prioritization
• Set technical and system performance standards, goals, assignments, and schedules to ensure objectives and achievements align with department and company strategies
• Develop and maintain an understanding of relevant industry standards, best practices, business processes and technology used within related business areas to ensure compliance with policy, vendor contractual requirements, procedures, processes and standards
• Ensure compliance with all applicable state and federal regulations and legislation
• Analyzes efficiency of CCO owned programs and channels used and impact of work methods and procedures of the branch, and recommends methods for improvement
• Perform other duties as assigned

Qualifications

• Significant experience project leadership and execution, including initiatives with technology, processes, cross-functional teams and external partner team
• Advanced knowledge of web technology and digital communication methods and platforms
• Significant experience with digital channel technologies and how to leverage them to meet business goals
• Advanced knowledge Navy Federal products, services, programs, policies and procedures
• Advanced knowledge of the development of delivery channels (online, chat, text, calls center, etc.)
• Extensive ability to think strategically and create digital vision while working tactically
• Significant ability to work under pressure and within tight deadlines on several initiatives simultaneously
• Advanced knowledge and experience with workflow and program development; systems analysis and design; systems testing environments; and development of requirements documents, procedures and implementation plans
• Significant experience performing investigative, technical, or associated systems analysis and development work which demonstrates the ability to use and interpret regulations, specifications, instructions, procedures and policies
• Advanced knowledge on how to develop and implement programs in a leadership role; leading large projects/initiatives which have business risk and impact
• Advanced analytical and problem solving skills
• Advanced sound time management skills, ensuring that work is produced to agreed deadlines and high standard
• Advanced interpersonal and communication skills with the ability to influence, persuade and build consensus; skill interacting with staff, management, vendors and members diplomatically and tactfully

• Bachelor's degree in a related field, or the equivalent combination of education, training, and experience

  
  

Desired Qualifications

• Advanced knowledge of NFCU's functions, philosophy, operations and organizational objectives
• Advanced Experience with credit union financials and/or NCUA regulations
• Advanced degree in a related field

Hours: Monday - Friday, 8:00AM - 4:30PM

Location: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602

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