This job has expired, please see additional jobs below
Retail National Business Unit Support Manager
Comerica
Detroit, MI, United States
Job Details - this job has expired, please see similar jobs below
Job Description
Retail National Business Unit Support Manager
The Retail National Business Unit Support Manager role is responsible for the overall leadership, management and success of the national Partner Account Level Support (PALS) group that supports deposit account opening, deposit account maintenance and various bank servicing requests for non-banking center business units nationally. This role is also responsible for the Retail Legal Support Documentation Specialist team who provides direction to 438 banking centers nationally on deposit account documentation requirements.
Responsibilities:
Strategy and Management
• Develop and execute upon a strategy that will meet PALS objectives of delivering outstanding experiences for external clients and internal business unit partners.
• Develop and manage departmental policies and processes that drive desired outcomes. Identify and implement process improvement opportunities.
• Leads, directs and supports the group's execution of customer deposit and servicing needs, customer revenue, retention, and satisfaction.
• Analyzes requests and monitors call activity, including scores to set standards and goals to improve efficiency for cost and quality improvements.
• Establish and ensure team consistently meets established service level agreements.
• Set expectations and goals for development and growth of relationships with internal business partners such as Private Banking, International, Middle Market, Corporate Real Estate, Technology and Life Sciences.
• Develops and executes all aspects of the budget for PALS and RSC Legal.
• Actively coach and model customer service and support behaviors. Establish a process that ensures timely escalation of issues and engagement of appropriate resources to ensure customer satisfaction.
Talent Management
• Lead, coach and manage the national PALS team. Ensure development and performance of employees in the areas of customer experience, service excellence, relationship management, consumer and business product/service knowledge and execution, operational and risk compliance.
• Develop staff in the core value competencies necessary to deliver an outstanding and collaborative customer experience.
• Ensure completion of required compliance and other training.
• Demonstrate Comerica's commitment to the communities in which we serve by being actively involved in the local community organizations.
• Develop and execute all aspects of the budget for PALS and RSC Legal.
• Technical understanding of various uses and operation of telecommunication system tools used to plan and manage high volume service channels. i.e., IVR, Phone Rep.
• Actively coach and model customer service and support behaviors. Establish a process that ensures timely escalation of issues and engagement of appropriate resources to ensure customer satisfaction.
Operations and Risk Management
• Accountable for group's compliance with applicable federal, state and local laws and regulations; and Comerica policies and procedures.
• Identify need, manage and direct on process improvements and ensure the team adheres to operational policies and guidelines.
• Serve as a SME of deposit account and servicing procedures. Specializing in complex customer formations and their unique needs.
• Ensure appropriate operational support is delivered to Business Unit Account Officers.
• Manage team's ability to demonstrate good judgement in exception requests to balance customer needs with prudent risk management.
• Responsible for overall risk management of the national PALS group. Develop appropriate risk controls, routines and self-testing and pass the annual risk assessment.
Location
This position can be located in the California or Michigan Market and reports to the Senior Vice President of Retail National Market Operations.
Relocation
No relocation is available for this position.
Travel
Out of state travel of approximately four times per year will be required.
Qualifications
• Bachelor's degree from an accredited university OR 10 years of management experience with customer or staff development
• 8 years of management experience with customer or staff development; i.e., direct management of staff, or customer portfolio management to include responsibility for coaching, sales leadership and operations.
• 8 years of retail financial services experience
• 2 years of utilizing Microsoft Office Products including Word, Excel, PowerPoint and Visio
About Comerica
We know that our employees are critical to our overall success. We are dedicated to investing in their future to maintain long-term relationships for lasting commitments. One of the ways we do this is to offer a comprehensive package of compensation and benefits programs which are regularly reviewed to maintain them at competitive levels. Your salary will be commensurate with your work experience.
Upon offer, Comerica conducts a comprehensive background check, fingerprint check and a drug test.
NMLS certification requirement: where applicable, a favorable background check screening, credit check, fingerprint check, and NMLS certification is required in accordance with the SAFE Act.
Comerica Incorporated (NYSE: CMA) is a financial services company headquartered in Dallas, Texas, and strategically aligned by the Business Bank, the Retail Bank, and Wealth Management. Comerica's more than 9,000 colleagues focus on relationships, and helping people and businesses be successful. In addition to Texas, Comerica Bank locations can be found in Arizona, California, Florida and Michigan, with select businesses operating in several other states, as well as in Canada and Mexico.
Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.