TCF Bank Sr. Manager, Channel Change Integration and Delivery - Plymouth, MN in Plymouth, Minnesota

TCF Bank currently has an opening for a Sr. Manager, Channel Change Integration and Delivery at our Plymouth location.

The Sr. Manager, Channel Change Integration and Delivery position supports TCF’s Retail Banking Contact Center and is responsible for increasing organizational effectiveness across the Contact Center customer service and sales functions, and front-end channel technology to deliver on business unit strategic goals and objectives. This position will lead cross-functional teams/initiatives to ensure effective design, delivery and establishment of sustainable continuous improvement across all functional areas and customer facing technology within/driven by the business unit. This leadership position leads a team that continuously evaluates and promotes operational and sales excellence, and performance effectiveness through analysis, innovation and execution to include: strategic planning; continuous improvement process modeling and methods; collaborative design and execution of customer experience enhancements; business product, environment and technology change integration; customer feedback analysis and issue remediation; quality and risk assessment; internal business project management and solution delivery; performance analysis and improvement.

Specific job duties of this position:

  • Monitor performance, and champion operational effectiveness initiatives across all functional areas within the business unit.

  • Understands the Contact Center channel industry nuances and benchmarks to include: procedural best practices, multi-channel technology and interaction management techniques, knowledge management concepts and tools, quality assurance practices, workforce management practices, standard performance metrics, customer feedback measurements and risk and compliance regulations and related pitfalls.

  • Responsible for the change/capacity management planning, coordination, and communication for all internally driven business initiatives/projects, and externally driven corporate projects deployed across all service and sales sites.

  • Ensure that project scope/impact is appropriately sized, tracked and managed to project timelines and expected outcomes.

  • Develop and execute a set of targeted and actionable project related change management plans to include: sponsor role and responsibilities, SME selection and participation, process and procedure change coordination, communication plans, learning and development team training coordination, and utilization/adoption measurement and resistance/performance gap criteria.

  • Oversee business capability design requirement gathering and execution for new technology solutions, or existing technology enhancement deployments, both global solutions driven by the organization and systems inherent to the Contact Center Channel.

  • Partner with IT/Business Sponsors to ensure business objectives are met, and technology implementations are thoroughly user tested.

  • Ultimately responsible for the end-to-end design and execution of the customer and/or agent experience, and the resulting operational performance and customer satisfaction outcomes.

  • Through consultative leadership with business stakeholders, identify current and future operational process development/improvement activities and implement recommendations through the planning, design phase, and execution to include the assessment of operational readiness and measurement against established success criteria.

  • Utilize best practice process design/development tools and techniques to achieve operational efficiencies while delivering an optimal customer experience.

  • Partner with key corporate and business unit stakeholders to assess customer experience outcomes, and design and execute Customer Experience (CE) enhancement initiatives that ensure a consistent customer experience across the organization and deliver on the brand promise-coordinate implementation strategies and lead CE initiatives within the channel/business unit.

  • Responsible for facilitating channel/business unit strategic planning with business stakeholders, develop business cases for prioritization of sponsored initiatives, establish business transformation plan, expected outcomes and timelines. Work with IT and Finance on expense estimates and cost benefit analysis for large and/or cross-functional deployments.

  • Lead/direct senior business analysts, functional support area managers, and cross-functional execution teams on complex projects, performance improvement initiatives and organizational effectiveness analysis.

  • Perform supervisory functions, including but not limited to, making employment decisions regarding hiring, promoting, demoting and terminating, conducting performance appraisals and coaching and developing staff.

  • Back-up the Director, Contact Center on management of critical day-to-day operational decisions and business/technology strategy execution.

Candidates for this position must meet the following requirements:

  • A Bachelor’s degree in business administration or previous work experience in a highly analytical related discipline specifically with BA experience is required.

  • A minimum 10 years of business experience in operations management, or other influential leadership roles with at least 8 years’ experience in sales and service contact centers, with broad experience across process design and technology; CRM and Interactive Voice Response design/implementation experience essential

  • 5 years’ experience in strategic planning, project or change management roles

  • Proven project management skills and disciplines; strong personal leadership and influencing skills-without authority

  • Must be able to demonstrate proficiency with the following skills:

o Excellent verbal and written communication skills.

o High degree of energy

o Results driven attitude in a fast-paced environment

o Ability to work collaboratively across bank functions and divisions.

o Strong organizational skills.

o High level of strategic thinking and innovation

o Ability to thrive in an environment with regularly changing priorities

o Strong execution capabilities

o Detail oriented

  • Excellent knowledge of contact center support teams: systems, workforce management concepts, service and sales delivery processes, and performance management best practices including related bench marks

  • Strong understanding of multi-channel interaction management and related technologies and business practices.

About TCF

Established in 1923, TCF is one of the top performing banks in the nation – and throughout its history has maintained a strong foundation. TCF has over 350 branches in Minnesota, Illinois, Michigan, Colorado, Wisconsin, Indiana, Arizona and South Dakota, providing retail and commercial banking services. TCF also conducts commercial leasing and equipment finance business in all 50 states, commercial inventory finance business in the U.S. and Canada, and indirect auto finance business in over 30 states.

Benefits

TCF encourages open employee communications and promotes from within whenever possible.

We offer competitive pay, a comprehensive benefits plan, and opportunities for career advancement. For more details on our benefits, click on the/Employee Benefits/link on our career page.

Proud to be an equal opportunity employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, or other status protected by applicable law. TCF is proud to be an affirmative action/equal opportunity employer. Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

INDTCFMN

Job: *Customer Svc/Call Center

Organization: *Funding, Operations & Finance

Title: Sr. Manager, Channel Change Integration and Delivery - Plymouth, MN

Location: MN-Plymouth-1405 Xenium Lane

Requisition ID: 00QPL