SVP, Enterprise Contact Center ACCOUNTABILITY STATEMENT The SVP, Enterprise Contact Center's primary responsibility is to ensure the delivery of an optimal experience for members interacting with the credit union via phone, email, chat, sms/txt, mail or any other related interaction. This includes direct responsibility of all main member service inquiries and consumer loan applications as well as coordination with other internal departments to ensure an optimal experience via related channels for other interactions to include mortgage and business lending, collections, investments, insurance, payments, fraud, etc. This role requires a unique combination of skills to include the ability to provide leadership and coaching, both directly and indirectly, to a large group of personnel (200+ employees with multiple levels of management) along with the technical and operational understanding to lead process improvement for both employees and members necessary to provide the most efficient and effective service. In addition to people and service management, this role requires comprehensive strategic planning necessary to build a short and long-term technology, people, and process plan to address the complex challenges necessary to deliver optimal experiences that also drive efficiency. Personnel leadership requires a focus on employee engagement as well as the ability to effectively ensure coaching and development of the team at all levels including managers, assistant managers and specialists in line with organizational practices and values. This includes a focus on succession planning at all levels within the Contact Center to ensure development of staff for roles both in the Contact Center and other departments within the credit union. Comprehensive technical and operational leadership is required to understand how advanced technology systems can be leveraged and improved with two distinct focuses: employee and member-facing experiences. Employees need simple tools to quickly service member inquiries to provide faster handle times, higher first-contact resolution, simplified training requirements, improved service through focus on relationship over systems, and ultimately higher employee satisfaction. Member-facing improvements require the use of technology to provide seamless contact experiences through effective and frictionless authentication, advanced intent analysis, and integrating computer-assisted and human-assisted responses and service based on the unique attributes of the member and related request(s). In addition to using traditional Interactive Voice Response (IVR) and other phone systems, the SVP, Enterprise Contact Center Vice President must understand how Artificial Intelligence (AI), machine-learning and Robotics Process Automation (RPA) can maximize efficiency, service and the overall experience for both employees and member-facing interactions. Independently drives both a short and long-term strategic plan, in partnership with IT and other internal departments, to ensure progress is made toward the desired end state in line with VyStar’s enterprise goals and objectives. This role will be responsible for evaluating the needs of the organization, building objectives to meet those needs, researching industry and technology trends, and building a plan that delivers incremental value towards the desired end-state. This requires advanced combination of abilities to not only understand how to leverage technology, 3rd party providers, and people to deliver value with a long-term focus, but also the ability to influence the organization to build support and resource commitments to achieve the desired objectives. In addition to leveraging technology, the SVP, Enterprise Contact Center must build feedback mechanisms to monitor member and employee feedback related to issues and pain points, and champion process improvement with related internal departments to remove friction from related interactions, as well as simplify the employee experience when servicing member inquiries. The SVP, Enterprise Contact Center must also work with internal department heads of other departments that work with members via related contact methods to provide a consistent and simple experience for all interactions. Creates an environment of empowerment at all levels of the Contact Center, where risk-taking and ownership is encouraged. Ensures compliance of all applicable regulations, policies, procedures and statutes.

• Build a coaching structure and process for the department in order to ensure consistent development, coaching and counseling of contact center staff at all levels (specialists, assistant managers, and managers) to provide an outstanding member experience consistent with VyStar Excellence behavior.
• Continually evaluate industry technology trends in order to define and lead the vision for both contact center employee and member interactions that provide industry-leading experiences that are simple and intuitive and maximize the capabilities of a given channel (voice, text, etc).
• Understand how Artificial Intelligence (AI), machine learning and Robotics Process Automation (RPA) can improve contact center operations and work with IT, Data Analytics and other internal departments to define required business outcomes.
• Independently responsible for developing, communicating and implementing strategic direction for the Call Center, with the ability to scale across VyStar – consistent with VyStar’s annual Business Plan and strategic vision.
• The ability to be a key decision maker and collaborate across departments to ensure enterprise initiatives are planned and executed with precision.
• Drive employee engagement through implementing related programs, resources and demonstrating effective leadership traits for employees at all levels within the contact center department and collaboratively across Member Experience organization.
• Monitor and optimize employee training programs to ensure both new and tenured employees are able to successfully deliver optimal member experiences in all related interactions.
• Works closely with the Human Resources to ensure the hiring requirements and training curriculum are appropriate to provide a great member experience for new hires and existing employees transferring into the Contact Center. Makes changes in both hiring and training in conjunction with Human Resources, when appropriate.
• Establishes performance objectives and expectations for the Contact Center that are consistent with VyStar Excellence scorecards, and works with IT and Data teams to build, utilize, and maintain dashboards to allow for improved management at all levels of the department. Must periodically validate scorecards to ensure they are applicable to all business units within the Call Center.
• Ensures the success of other key departments within VyStar Credit Union that are dependent upon referrals. This activity is an output of VyStar Excellence behaviors and allows VyStar to better meet the financial services needs of our members. Areas reliant on these referrals include VyStar Investment Services, Business Services, VyStar Real Estate Services, consumer loan protection services as well as other new lines of business to be offered in the future.
• Provides Contact Center performance data as required to the Chief Member Experience Officer especially response performance tracking of Marketing initiatives.
• Creates programs to regularly measure employee and member feedback to identify areas of opportunity through process improvement and other measures.
• Continually monitors success metrics for the Call Center resulting in the implementation of process improvement teams as needed.
• Develop meaningful relationships with other Department Heads to address areas for improved performance.
• Develop advanced staffing strategies to include multi-sites across states to drive improved hiring, efficiency and improved disaster preparedness, including the use of workforce management tools.
• Adheres to solid risk management guidelines in a highly regulated environment.

• Either a Bachelor's degree or 8 years of equitable experience is required.
• MBA, Master degree in Technology or a related field of study is preferred.

• Minimum of 10 years in a department leadership role within a financial services institution or other large / complex business with direct member/customer facing service delivery.
• 15 plus years leadership experience in dynamic Workforce Management Planning.
• 15 plus years managing the strategy of complex business applications and processes.

• Strategic planning expertise with the demonstrated ability to create, build consensus, and execute.
• In-depth knowledge of industry-related technology systems including, but not limited to, core, payment, call center, chat, lending, and workforce systems
• Highly competent regarding the economic impact a Contact Center has on the success of a company. Success is to be defined by key call center metrics, the member experience, and relationship building results.
• A focus on delivering a high-quality member experiences across multiple touchpoints.
• Possession of relevant sales and relationship building experience, preferably in the financial services industry.
• Ability to work in a team environment and analyze complex technical issues.
• Must possess excellent communications skills that are both succinct and salient in their competency when dealing with members and employees alike. Able to instill in others a sense of urgency and motivate others to accomplish outstanding business and member service results.
• Possesses skills to become a certified VyStar Excellence trainer.