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Senior Director, Card Servicing
Silicon Valley Bank
Tempe, AZ, United States
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Reporting to the Head of Client Services, The Senior Director, Card Services, will have extensive visibility and influence with executives across SVB and comes with significant potential career growth opportunities within the Bank in the future. This position brings senior leadership, business perspective, leading practices, consistency of approach and service quality excellence, balanced with “voice of the client,” to SVB’s Card Servicing team. The Senior Director, Card Services is accountable for defining and executing the Card client support center strategy including Business Credit Cards, Multi-Card, Virtual Cards, Business Debit Cards and Elite Business Cards.
Key Areas of Responsibility Include:
Lead, coach, build and optimize an upbeat and highly motivated Client Support Center environment
Define strategy and drive transformation of card service delivery.
Relentlessly improve processes and systems to effectively blend people, process and technology to deliver a high quality, scalable client experience.
Develop strong influential partnerships with key business partners on new products, channel and services enhancements within the card and payment disciplines. Make decisions driven by data and sound business acumen.
Drive training, certification and evaluations that elevate team performance, offering highly desirable career opportunities and positive employee engagement.
Meet, and preferably exceed client satisfaction and Net Promoter score targets.
Consistently make high quality hiring decisions.
Manage complex and highly sensitive client escalations and resolutions balancing a positive client experience with SVB’s brand and Regulatory requirements.
Partner cross-functionally in business readiness for roll-out and/or implementation of new products or initiatives.
Actively manage and influence key vendor relationships to ensure adherence to service level standards. Conduct Quarterly Business Reviews. Assess areas for efficiency and regularly test Business Continuity Plans and escalation processes.
Drive service innovation through automation, self-service capabilities and channel integration, with positive ROI, by navigating the complex and competing demands of new servicing channels, leading practices and technologies.
Structure card collections and recovery processes and adhere to regulatory practices and targets
Participates in planning, budgeting and forecasting and is responsible for managing within budget targets. Establishes business unit and individual goals.
Ideal Candidate Profile
The Snr. Director, Card Services is a positive agent for change with a proven ability to lead teams through strategic, transformational and sometimes disruptive changes to meet the evolving needs of SVB and our clients.
Typically requires 10+ years’ experience managing multiple client service teams with a minimum of 3 years in the Credit Card industry.
Broad knowledge of the financial services industry. Specific knowledge of Cards, Payments, and Merchant Services products, service delivery and vendor management.
Demonstrated ability to build and coach a service quality culture aligned with SVB’s values, brand promise and net promoter targets. Motivates and inspires teamwork, develops and coaches staff.
Strong interpersonal, analytical, problem solving, negotiating, facilitation, organizational, prioritization, decision-making and conflict resolution skills.
Excellent oral and written skills. Executive level presentation skills are essential along with excellent analytical skills and the ability to message complex concepts in a clear and concise manner.
Proven ability to finesse client escalations with diplomacy and tact.
Demonstrated ability to develop staffing criteria and modeling to support SVB objectives.
Demonstrated ability to assume a leadership role in identifying, managing and mitigating team and enterprise risks related to people, process, workflow and systems.
Combines metrics, voice of the client and excellence in business acumen to drive decisions and service transformation.
Strategic thinker with a strong ability to build and drive business cases with clearly defined scope, success metrics, ROI and NPV.
Ability to drive planning and forecasting for department’s annual budget, capital cost expenditures and resource allocation.
Experience working with workforce planning tools and call routing software
Retains industry leading knowledge and awareness of emerging technology trends in Client Service disciplines.
Strong knowledge of regulatory requirements in the financial payment and credit card industry