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About the role
Key responsibilities & impact- Build and lead customer service operations, including channel strategy, staffing models, and escalation paths.
- Manage blended workforce of insourced agents and outsourced partners, establishing SLAs and performance expectations.
- Implement operational policies and procedures aligned with banking compliance requirements.
- Develop training programs to ensure agent readiness and compliance with banking regulations.
- Create a robust QA framework for consistent service quality across teams.
- Champion AI-powered tools for enhanced customer self-service experiences.
- Own customer service reporting suite and drive continuous improvement through analytics.
Requirements
What you’ll need- 7+ years of customer service or contact center leadership experience, with at least 3 years in a banking or financial services environment.
- Demonstrated experience building or significantly rebuilding a customer service operation, including vendor management of outsourced BPO partners.
- Deep knowledge of contact center operations: workforce management, queue management, SLA design, and blended staffing models.
- Proven track record designing and implementing training programs and QA frameworks that measurably improve agent performance.
- Hands-on experience with AI and automation tools in a customer service context — chatbots, virtual assistants, agent assist, IVR/voice AI, or self-service portals.
- Strong analytical skills with experience building contact driver reporting and using data to drive operational and product decisions.
- Solid understanding of banking regulations relevant to customer service: Reg E, CFPB, BSA/AML, data privacy.
- Excellent leadership and people management skills, with the ability to motivate and develop teams across multiple work environments (insourced, outsourced, remote).
- Exceptional communication skills — able to translate operational data into clear narratives for executive leadership.
- Self-starter who is comfortable with ambiguity, takes ownership, and drives results without waiting to be directed.
Benefits
Comp & perks- Health insurance
- Retirement plans
- Paid time off
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer service operationschannel strategystaffing modelsescalation pathsSLA designworkforce managementtraining programsQA frameworksanalyticsAI and automation tools
Soft Skills
leadershippeople managementcommunicationanalytical skillsself-startermotivationteam developmentownershipadaptabilityproblem-solving