Vice President - Customer Resolutions & Specialty Account Processing - BPO

This requirement is with our client - A leader in private credit card industry

Job Description:

Role Summary/Purpose:

The Customer Resolutions and Specialty Account Processing

VP will be responsible for leading and managing a midsize group of AVPs, Front-Line Team Managers and associates across our pre-and post-charge off Specialty Processing Groups (SPG/DARTS) and our Customer Concerns & Resolution team. This individual will be responsible for driving strong service level performance, ensuring internal business policies and external regulatory requirements are consistently maintained all while providing a superior customer experience.

Essential Responsibilities:

- Lead and manage a midsize call center team, responsible for multiple processes including pre and post, phone and non-phone processes (Disputes, CCCS & Cease and Desist Inbound servicing, TCPA coding, Post Office Return, Fee Waiver and more) focusing on performance, productivity and compliance/regulatory adherence.

- Direct leadership of 2 AVPs and indirect leadership 6 front line Managers and ~100 front line associates.

- Serve as a unique resource to the Collections and Client & Customer Experience organization using significant creativity to formulate and recommend direction at strategic and tactical levels to the SVP level of management.

- Provide exceptional Leadership by developing a strong vision, setting high standards for process excellence, achieving business goals and identifying, raising and articulating both improvement opportunities and potential emerging issues.

- Drive adherence across Business policies, Service Level standards and Critical to Compliance metrics.

- Drive collaboration across teams (including U.S. based partner sites) to self-assess process risks, opportunities, gaps and defects to lead and drive improvement initiatives and implement enhancements to drive overall reductions in process defects.

- Develop and grow leadership team; cultivate an environment of mutual trust, teamwork, engagement and involvement.

- Drive consistency across all sites.

- Communicate risks, opportunities, action plans and results to senior management levels (internally, externally and cross functionally).

- Successfully participate and engage in audit/exam/review/testing touchpoints across all processes

- Lead/participate in projects to enhance processes and/or resolve issues.

- Build a culture of motivated and engaged employees, achieving strong employee survey results.

- Manage proactively and take accountability.

Qualifications/Requirements:

- Bachelor's degree with total experience of 15 years out of which at least 10 years of managerial experience in a financial services collections, operations, or customer service setting.

- Ability to work in night shifts, weekend, holiday rotational work schedules.

Desired Characteristics:

- 10+ years managing people and processes

- 5+ years of call center managerial experience

- Strong US Financial Services and Credit Cards Industry Knowledge

- Strong process management background

- Knowledge of laws governing U.S. Collections

- Proven ability to make decisions based on quantitative analysis and creative thinking

- Strong ability to effectively communicate complex processes to a varied audience

- Excellent verbal / written communication skills

- Proven ability to successfully manage large teams and multiple priorities while working in a fast-paced environment