Overview
To oversee, manage and direct Navy Federal's Contact Center Operations (CCO). Provide executive oversight in conjunction with departmental executive management. Offer leadership and strategic direction to sustain superior member service, high operational efficiency and optimal resource management. Develop, direct, and administer comprehensive policies and programs to drive and support CCO division objectives, initiatives and operations. Ensure Contact Center strategies and activities align with department's mission, vision and values and corporate objectives. Direct report to SVP Contact Center Operations and Support.
Responsibilities
- Assume responsibility/accountability for the leadership, direction, and management of Contact Center Operations, related Account Services, Fraud & Digital Services, and CCO Learning Labs branches
- Provide recommendations to the SVP Contact Center Operations and Support regarding Contact Center operations, and related business improvement strategies
- Establish and implement short and long-term divisional strategy and goals, objectives, policies, and operating procedures; monitor and evaluate program effectiveness and implement changes as needed
- Determine and review gaps in divisional performance, establish relevant performance metrics, and ensure appropriate improvements are initiated and managed
- Adopt and implement strategies to better serve our members through digital transformation (e.g., data and analytics, change management, AI, machine learning, etc.)
- Identify and assist with the development of Contact Center long and short-term plans and strategies
- Create an efficiency culture to drive toward the goal of optimizing staff resources within the branches
- Provide positive leadership to the branches through teaching, training, employee engagement, succession planning, mentorship programs, and retention strategies
- Serve as liaison to external and internal key decision makers to improve branch performance
- Review branch effectiveness of operational processes, analyze trends, and report on opportunities for improved efficiencies, technologies, and expansion of company growth
- Establish credibility throughout Navy Federal, and with executive peers, as an effective spokesman for his/her/their area of responsibility, and developer of financial solutions for business challenges
- Drive organizational change and learning by embracing new, flexible, and agile approaches to improve business performance and efficiency
- Establish a closed loop feedback mechanism to identify process and training gaps from frontline team member performance trends to drive quality improvements
- Increase accuracy of operational forecast planning to maximize attainment of SL's through staffing, policies, technology and lessons learned
- Advocate for rigorous process improvement actions to reduce call volume
- Perform supervisory and managerial responsibilities
- Perform other duties as assigned
Qualifications
- Extensive experience with financial and member service operations to include understanding of effective member service philosophy
- Extensive experience demonstrating thought-leadership, initiative-taking, decision-making and creativity solving business problems
- Significant experience in driving change management and influencing organizational culture and values
- Extensive experience in project leadership and execution, including initiatives with technology, processes, cross-functional teams and external partner team members
- Extensive experience in identifying relevant analytical problems, determining appropriate diagnostic methods, and solving unique and complex issues/problems
- Advanced knowledge on how to apply innovative and effective management techniques to maximize project and staff performance
- Advanced knowledge of federal and state laws, rules and regulations governing Contact Center operations, and associated regulatory compliance matters
Desired Qualifications
- Advanced knowledge of Navy Federal's functions, philosophy, operations and organizational objectives
- Knowledge of Navy Federal operational systems
- Advanced skill in being adaptive/flexible; acquire, recognize & apply new information
- Expert analytical/quantitative, reconciliation and deductive reasoning skills
- Advanced skill leading with diplomacy & tact while maintaining appropriate assertiveness & persistence
- Master's degree in Business Administration or a related field, or the equivalent combination of education, training, and experience
Hours: Monday - Friday, 8:00AM - 4:30PM (Hybrid)
Location: 5510 Heritage Oaks Dr. Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602
About Us
Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.
Our approach to careers is simple yet powerful: Make our mission your passion.
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Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.
Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.
Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
