• Manager of Client Services Executives

    Job Locations US-IA-Des Moines
    Req No.
    2018-2660
    Category
    Business/Strategic Management
    Type
    Full-Time
  • Overview

    CO-OP Financial Services provides technically superior products and services to financial institutions across the nation. We are seeking a talented Manager of Client Executives who will work closely with the Director of Client Service Executives in implementation of the strategic goals and vision of CO-OP.

     

    Responsibilities

     

    • Establish and monitor goals for the department and team members.
    • Provide employee performance planning and evaluations including setting performance expectations, goals, development objectives and training plans as appropriate. Monitor and evaluate employee progress.
    • Role to encompass team management, employee development, performance management including, but not limited to, staff interviewing and hiring process, employee counseling and coaching, disciplinary actions and termination procedures.
    • Makes good hiring decisions and retains exceptional talent aligned to emerging business needs, ensures diverse and effective succession plans for all roles; encourages mobility and helps team members find stretch opportunities to expand their experience and skills.
    • Deliver engaged customer and employee experience by bringing the best of CO-OP and knowledge of current trends. 
    • Creates meaningful and timely reporting tools to monitor customer service satisfaction and service levels.
    • Accountable for managing day-to-day service delivery operations including driving metrics of the team, executing monthly evaluations and coaching of team members.
    • Review and maintain accurate job descriptions and management reports.
    • Develop and maintain department standard operating procedures.
    • Identify all business risks, implement effective controls, minimize risks and successfully evaluate controls.
    • Demonstrates strong leadership ability to guide or direct others through actions and influence while making good business decisions that balance the needs of our Clients. 
    • Manage Client requests (tickets), monitor volume of service tickets by client, type and department. Review for accuracy and completeness. Establish, monitor and report on service levels to support client satisfaction. Lead with effective communicate with team members.
    • Assign and allocate Client Service Executives to clients in each support tier.
    • Manage learning plan and report on progress at quarterly coaching sessions with manager.
    • Create an environment where everyone will hold themselves and each other to the highest standards, ensure communication between the Client Service Executives and other CO-OP Departments concerning client status, escalations, client staff and management changes.
    • Act as escalation point for operational services issues. Work with the clients and department managers for timely resolution.
    • Provide expert problem management support to difficult or complex issues.
    • Responsible for estimates and time-frames to support internal and external departmental project requirements and budgets are met.
    • Monitor department budget performance and report variances monthly to management.
    • Identify development opportunities and work with manager to establish learning focus and learning plan.
    • Manage a learning plan and report on progress at quarterly coaching sessions with manager.
    • Provides daily operational support, management, leadership and coaching to the Client Service Executive team. 
    • Responsible for team culture, work-flow, training, projects, daily tasks and team deliverables. 
    • Collaborates with internal CO-OP Business Units to align service delivery with client expectations. 
    • Responsible for maintaining service levels, quality, time-frames, the highest level of client satisfaction. 
    • Provide management leadership to Client Service Executive Team. 
    • Oversee the development, coordination and management of client requests and strategic initiatives including all aspects of the Client Service Executive Team.
    • Responsible for client assignment to all levels of service support; promote advocacy, exceed expectations, and drive team deliverables.
    • Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.

     

    Qualifications

    Bachelor's degree in Business Administration, Sales and Marketing or related field; equivalent work experience can be substituted for degree.

    3-5 years previous account management experience.

    Excellent communication, organizational and proven leadership skills.
    Demonstrated problem solving and negotiation skills.
    Effective presentation skills.
    Strong interpersonal skills.
    Excellent management and planning abilities.
    Adult learning and training principles.
    Superior troubleshooting skills.
    Adaptable and able to consistently deal with ever-changing conditions and stress levels.

    Ability to conduct self in a professional manner at all times with personnel and clients.
    Strong observation and analytical skills.
    Solution minded and a strategic thinker.

    Ability to travel.

     

    About Us

    CO-OP Financial Services is the technology engine that provides access and convenience for credit unions. With over 35 years of credit union service, CO-OP connects credit union members to their accounts through Debit, Credit, ATM, Shared Branching, Member Interaction Services, Mobile, Virtual, and Bill Pay services. CO-OP serves a total of 3,500 member credit unions, 50 million cardholders, 30,000 surcharge-free ATMs, and more than 5,500 shared branches. Handling three billion-plus annual transactions, CO-OP is the nation’s largest credit union service organization—offering resources that enable deeper member engagement to help credit unions prosper.

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