Asset & Wealth Management Operations - US Deposits Front Line Chat Operations - Associate

We're seeking a leader with passion & experience of managing a high-performing team and successfully delivering a world class customer experience to our Marcus customers (both internal & external). Also responsible for collaboration across multiple stakeholders to resolve any potential issues that impact customer experience/ business continuity.

JOB SUMMARY & RESPONSIBILITIES

• Oversee a high-performing operation teams to achieve business goals in chat process and maintain employee satisfaction by providing leadership, communication, coaching and professional development to direct reports and their teams.
• Responsible for measuring, tracking, and driving continuous improvement of key metrics (chat quality, productivity, and schedule adherence) with teams.Identifies risks and manages difficult escalations.
• Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
• Demonstrate comprehensive understanding of the organization functions to contribute to achieving the goals of the business.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
• Offer guidance to the management team in such areas as real time operational performance, ensuring that chat service level targets are achieved as set by the business
• Driving initiatives, recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy
• Assist with interviewing and selection of team members as necessary and serve as a role model/mentor to your team and others
• Lead and assist in other aspects of operations, assisting your team and your managers towards success
• Flexible for shift work as this is 24/7 process with 5 days per week, with the evolution of expanding these hours sometime in the future
• Identification of industry trends and developments related to customer service to implement best practice in customer care.
• Execution of escalation requests to the relevant team or senior management as required in a timely manner

BASIC QUALIFICATIONS

• Bachelor's degree
• Strategic vision with the ability to execute
• Demonstrated leadership presence and maturity
• Impeccable judgment and ability to make sound decisions in a fast-paced, dynamic setting
• Excellent written and verbal communication skills
• Executive-level presentation skills
• Ability to handle high-level client interactions and/or escalations
• Strong interpersonal, relationship-building, and negotiating skills
• High level of proficiency with Microsoft Office (Excel, Outlook, PowerPoint
• Minimum of 5 years of banking or contact center operation experience
• Minimum of 3-5 years supervisory experienceand managing other leaders
• Ability to learn quickly and adapt to projects and deadlines
• Must be self-directed, detail oriented, critical thinker, positive attitude, driven, able to work independently in a team-oriented and fast paced environment