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Senior Manager Priority Services
Synovus
Roswell, GA, United States
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Minimum Requirements
Minimum Education: Bachelor's degree in Business Administration or related field or an equivalent combination of education and experience.
Minimum Experience: Eight years of banking or financial customer service experience including four years of comparable leadership experience.
Required Knowledge, Skills, & Abilities:
• Advanced knowledge of applicable operational functions, systems, policies and procedures.
• Thorough knowledge of Synovus' banking transactions, products and services.
• Ability to continually support people through individual development plans.
• Ability to confidently facilitate team discussions and communicate business messages.
• Strong listening skills and a positive communicator.
• Strong customer service skills with a passion for providing customer service.
• Strong desire and skillset for retaining the client base and creating business growth, through referral of other line-of-business partners.
• Proficiency using Microsoft Office software products.
Job Description
Job Summary:
Provides managerial support and strategic direction to the priority care services team through effective leadership, motivation, coaching and recognition to achieve excellence in operations and customer service delivery while maximizing quality and overall efficiency and increasing team member development and engagement. Plans, evaluates, and documents team performance to ensure customers are receiving the highest level of professional and courteous support. Serves as an escalation point for addressing and resolving the most difficult and complex customer issues.
Job Duties and Responsibilities:
• Manages the activities of the priority customer care team responsible for providing elevated and personalized support to Synovus' ultra-high-net-worth, high-net-worth and mass-affluent clients. Identifies best-in-class strategies and servicing practices for high-net-worth clients and methods for migrating practices across departments where appropriate.
• Manages staffing and scheduling to ensure proper coverage of functions and prioritization of workflow to minimize wait times and deliver a positive customer experience. Ensures customer inquiries and concerns are addressed with a high level of quality while adhering to established policies and procedures. Ensures established goals and service levels for key metrics such as quality, talk time, adherence to assigned schedule, knowledge of products and services, and accurate and timely call logging are continuously met.
• Ensures team members are actively expanding customer relationships by investigating and resolving customer inquiries and actively pursuing first call resolution where possible and referring customers to appropriate lines of business when needed. Provides guidance to team members in processing complex transactions and problem resolution. Serves as an escalation point for resolving the most difficult customer requests or issues.
• Conducts daily huddles and regular meetings with team members to continuously communicate key information regarding changes to business and/or bank policies, procedures, products and services. Serves as a subject-matter-expert regarding all products and services, organizational procedures and operating programs.
• Monitors queues and tracks inbound call quality keeping team members aware of inbound calls and calls that are waiting. Prepares performance reports by collecting, analyzing and summarizing data trends. Motivates and educates tem members to deliver on departmental performance goals. Assists in the reviews and validates trend analyses and monitors process effectiveness. Reviews feedback data with team members providing improvement opportunities.
• Monitors program and system performance including telephone system, voice response unit, data processing, and workforce management systems. Coordinates and participates in user acceptance testing as part of a variety of Customer Care Center program and system initiatives. Collaborates with peers and leadership by gathering and analyzing data to identify operational deficiencies.
• Administers post-classroom training of new hires, ensuring a comprehensive understanding of departmental and bank policies, procedures, products and services. Serves as a change agent for Customer Care assisting with organizational effectiveness, improvement, and development. Demonstrates the Customer Covenant each day providing the highest level of customer service.
• Manages coaching, development, performance and engagement of team members. Supports team members by maintaining openness and approachability and engaging with each team member individually to understand how to most effectively motivate. Builds a work environment where team members are engaged and feel a positive sense of achievement about their role in delivering elevated services. Uses quantitative and qualitative data to identify opportunities to coach team members.
• Provides leadership, direction and growth opportunities to team members, performing those responsibilities in accordance with the Company's policies and applicable laws. Responsible for interviewing, hiring, planning, and assigning. Appraises team member performance and works with the Human Resources Department to resolve more complex team member-related issues.
Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
Performs other related duties as required.