Call Center Representative

• Accountable for defining and socializing a data and insights-driven strategic line of business digital /technology capabilities and experience roadmap
• Partners with and influences key stakeholders, including Enterprise Digital and IT, to drive the line of business digital/technology strategy and roadmap
• Collaborates closely with the line of business Sales & Service and Analytics teams to produce required channel activity reporting and properly monitors expected/planned activity
• Responsible for keeping abreast of industry trends and provides insights and translates and implements action plans resulting from findings
• Leads a digital/technology team focused on defining and delivering innovative digital capabilities and experiences across line of business digital/technology platforms and channels in support of evolving member and business needs
• Drives the performance and reliability of the strategy and roadmap, ensuring all key performance & risk indicators and objectives & key results are within expectations
• Partners with Product GMs and other business stakeholders to identify and respond to changing business and/or member needs and subsequently translate into digital/technology action plans
• Accountable for ensuring operational risk controls are in place in accordance with company or regulatory standards and policies
• Builds and manages a high performing team of analytical digital/technology professionals through recruiting, training, coaching, performance management, and related managerial activities
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

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