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Talent Management Lead
Flagstar Bancorp
Troy, MI, United States
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Position Title
Talent Management Lead - Contact Center
Location
Headquarters-Troy, MI
Job Summary
The Talent Management Lead will plan and oversee the execution of all contact center activities related to hiring, onboarding, and employee engagement. The Talent Management Lead will manage the contact center’s hiring and onboarding process; coordinate with HR, contract recruiting partner, and IT to onboard team members; and plan and execute department initiatives designed to improve team member retention and engagement.
The Talent Management Lead will develop contact center succession planning and employee development strategies as well as manage the department’s internship program and community involvement initiatives.
Job Responsibilities:
40% of time: Oversee Hiring and On-Boarding Process
• Partner with Human Resources & outsourced recruiting firms to oversee the hiring processes within the contact center.
• Oversee staff requisition process for department, including creation of requisitions, tracking of open and re-allocated requisitions, and management of budgeted vs. actual compensation expenses.
• Serve as liaison between contact center leadership and Human Resources to communicate and troubleshoot hiring bottlenecks in order to shorten time to hire candidates.
• Track all active employment contracts within the contact center and make recommendations as to contract extensions.
• Partner closely with Workforce Management team to effectively plan for staffing levels required to meet service level goals.
40% of time: Develop and Execute Employee Retention Strategies
• Manage projects related to contact center talent management. Lead meetings with managers, other departments, and/or vendors to plan and execute projects; create detailed project plans; and create and distribute project status communication to key stakeholders.
• Assist with the development and improvement of employee recognition programs; coordinate quarterly recognition programs.
• Create and/or oversee department’s SPOT recognition initiatives/contests.
• Conduct surveys and focus groups to obtain feedback from team members in order to increase employee engagement and retention.
• Create and manage initiatives to foster department engagement and build employee morale.
• Contribute to creation of and manage budget for employee engagement and compensation initiatives; develop proposals to improve contact center retention, ensuring initiatives are within established budget.
• Plan and participate in various department events aimed at increasing employee engagement.
• Develop, design & execute various department communications to support contact center engagement strategies and goals.
• Manage additional department and interdepartmental projects as assigned by management.
20% of time: Additional Talent Management Responsibilities
• Serve as the contact center’s Talent Management Subject Matter Expert, researching industry best practices and creating recommendations for implementation in Flagstar’s contact center.
• Manage the contact center’s summer internship program, including direct management of the contact center interns.
• Serve as contact center representative on bank’s community involvement committee.
• Respond to internal, regulator, and investor audit requests related to Talent Management processes and results.
• Create and maintain department’s Talent Management process documentation.
• Create and maintain weekly new hire/recruiting status reports that define and measure the efficiency of the contact center hiring process.
• Maintain contact center organizational chart, turnover statistics, and headcount reports on a monthly basis.
• Complete ad hoc reporting as requested.
Job Requirements:
• HS Diploma, GED or Foreign Equivalent
• Bachelor’s Degree Preferred Human Resources or Organizational Behavior/Development
• Previous call center experience preferred
• Previous mortgage/banking experience preferred
• 5+ years prior supervisory and/or Human Resources generalist experience required
• 5+ years managing projects and/or initiatives required
• Must be passionate about employee happiness, engagement and culture with proven success in managing engagement/culture related programs
• Strong knowledge of the Microsoft Office Suite, specifically Excel, Visio, and PowerPoint, is required.
• Proven excellence in written and oral communications
• Must be team-oriented and highly organized
• Must be extremely detail-oriented
• Must have proven ability to work with confidential information
• Must have ability to work with all levels of employee, entry-level to senior management
• Must have a strong sense of urgency, dedicated to meeting the expectations and requirements of both internal and external customers
• Ability to manage resource issues and multiple competing priorities with little or no direction
• Ability to adapt to new demands and challenges
• Exceptional customer service and interpersonal skills
• The job requires a moderate degree of physical exertion and stamina such as standing, sitting, walking, driving or infrequent lifting.
Internal Use Only: Band G