TM Operations Manager II
Supervise, train, and develop a team of direct reports called Premier Partners in general client inquires, disputes and other tasks related to treasury products and services.
Identify opportunities for client service improvement, policy, procedure, and product enhancement, and risk control development daily within the contact center.
Provide often and various forms of feedback to contact center associates including but not limited to 1:1 feedback, group sessions, side-by sides, and in the moment feedback to increase knowledge and performance of contact center operations.
Monitor, coach, and review team and contact center performance metrics are met and exceeded. Ensure time off and vacation guidelines are followed.
Assist Workforce Manager with aligning service levels, follow up work and employee engagement to provide the best member experience while monitoring quality metrics and work to ensure staffing is appropriate to maintain service levels daily.
Assess training needs and partner with the Training Partners to deliver training.
Review schedules daily to ensure scheduled and unscheduled abscess of covered.
Boost team morale through creating and implementing engagement activities.
Collaborate with the leadership team across different sites, departments and skillsets to ensure operational goals are met.
Handle escalated client calls to ensure problem resolution activities are perform in a manner that will ensure client satisfaction.
Complete daily supervisory task and resolve issues related to clients, colleagues, and direct reports.
Hold direct reports, peers, and yourself accountable to act with integrity, honesty and in guidance with all state, federal and banking policy and procedures.
Assist Contact Center management with staffing and duties needed to ensure contact center operations are met.
Evaluate and make recommendations for equipment and applications needs of the department.
Monitor for daily production issues and long term trends impacting Contact Center and Client- escalate as necessary.
Complete assigned compliance and job training.
Advocates, practices, and monitors for adherence to Cadence Code of Conduct.
Requirements for this role:
Minimum of 2 years supervisory or management experience leading other people- preferably in a contact center environment.
3 years client service, sales, or financial experience.
Strong Organization Skills
Proven ability to work well with others.
Strong decision making and problem solving skills.
Excellent verbal and written communication skills.
Must be able to resolve problems and improve processes quickly, effectively and professionally.
Excellent interpersonal and Client service skills required.
Able to multitask and manage workflow in a face paced environment.
Must be able to motivate and influence others.
Knowledge of banking applications and Microsoft Excel/Word or Google app equivalents, required.
Bachelor's degree or equivalent work experience.
If your experience aligns with this description, please consider applying. Many skills are transferable among industries and a passion for the role and willingness to learn are important considerations. We believe that a diverse workforce creates problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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Identify opportunities for client service improvement, policy, procedure, and product enhancement, and risk control development daily within the contact center.
Provide often and various forms of feedback to contact center associates including but not limited to 1:1 feedback, group sessions, side-by sides, and in the moment feedback to increase knowledge and performance of contact center operations.
Monitor, coach, and review team and contact center performance metrics are met and exceeded. Ensure time off and vacation guidelines are followed.
Assist Workforce Manager with aligning service levels, follow up work and employee engagement to provide the best member experience while monitoring quality metrics and work to ensure staffing is appropriate to maintain service levels daily.
Assess training needs and partner with the Training Partners to deliver training.
Review schedules daily to ensure scheduled and unscheduled abscess of covered.
Boost team morale through creating and implementing engagement activities.
Collaborate with the leadership team across different sites, departments and skillsets to ensure operational goals are met.
Handle escalated client calls to ensure problem resolution activities are perform in a manner that will ensure client satisfaction.
Complete daily supervisory task and resolve issues related to clients, colleagues, and direct reports.
Hold direct reports, peers, and yourself accountable to act with integrity, honesty and in guidance with all state, federal and banking policy and procedures.
Assist Contact Center management with staffing and duties needed to ensure contact center operations are met.
Evaluate and make recommendations for equipment and applications needs of the department.
Monitor for daily production issues and long term trends impacting Contact Center and Client- escalate as necessary.
Complete assigned compliance and job training.
Advocates, practices, and monitors for adherence to Cadence Code of Conduct.
Requirements for this role:
Minimum of 2 years supervisory or management experience leading other people- preferably in a contact center environment.
3 years client service, sales, or financial experience.
Strong Organization Skills
Proven ability to work well with others.
Strong decision making and problem solving skills.
Excellent verbal and written communication skills.
Must be able to resolve problems and improve processes quickly, effectively and professionally.
Excellent interpersonal and Client service skills required.
Able to multitask and manage workflow in a face paced environment.
Must be able to motivate and influence others.
Knowledge of banking applications and Microsoft Excel/Word or Google app equivalents, required.
Bachelor's degree or equivalent work experience.
If your experience aligns with this description, please consider applying. Many skills are transferable among industries and a passion for the role and willingness to learn are important considerations. We believe that a diverse workforce creates problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Apply Now