Head of US Consumer Cards (USCC) Customer Service, MD, C16
Ladders · New York, NY · 2 wk ago
On-siteBusiness Development$250k–$500k/yrFull-time
Responsibilities
- Serve as a key member of the USCC Operations leadership team
- Lead customer servicing operations across multiple channels
- Define and execute customer service strategies that align with business goals
- Deliver performance improvements in customer experience and operational metrics
- Drive initiatives to enhance process efficiency and reduce customer effort
- Collaborate with Workforce Management on staffing and capacity planning
- Leverage analytics to improve operational forecasting and effectiveness
- Establish metrics to assess AI effectiveness and operational efficiency
- Champion innovation through AI, automation, and digital technologies
- Navigate off-shoring and vendor partnerships
- Work with product and marketing to enhance retention and sales strategies
- Develop long-term strategies to lower costs and improve customer experience
- Implement productivity enhancements through strategic initiatives
- Foster a culture focused on engagement and talent development
Qualifications
- 15+ years of experience including 10+ years in a managerial role
- Experience in financial services leadership
- Strong relationship management skills
- Proven ability to drive results in operational environments
- Preferred Master's degree in relevant fields
Pay
$250,000 – $500,000 annually
Schedule
US based candidates only, no visa sponsorship available