U.S. Bank Operations Manager in OVERLAND PARK, Kansas

At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

We are currently hiring a Call Center Operations Manager for our Cardmember Service group in Overland Park, KS!

The Call Center Operations Manager is responsible for overall departmental achievement of staff performance by planning, monitoring and appraising team and site performance. This leader ensures the development of Team Managers and their teams to achieve service levels, site staffing targets, department cost containment, revenue growth and productivity. The Call Center Operations Manager ensures compliance with applicable internal policies, procedures and regulatory requirements.

Responsibilities include:

  • Motivating and educating staff to deliver on departmental customer satisfaction to ensure our customers receive world class service.

  • Developing strategies and processes for interacting with cardmembers to increase revenue and improve the customer experience.

  • Participating in the development and enhancement of general processes and/or training procedures and managing productivity to support the service and revenue generation goals.

  • Interacting with and influencing internal departments to ensure that customers' and employees' needs are met.

  • Handles or assists in resolving the most complicated technical and/or complicated transactions and operational issues.

  • Participates in the development and enhancement of equipment and training procedures and programs which support products and services.

  • Develops, implements and maintains new and revised department operating policies and procedures to increase quality of service and productivity.

Supervisory functions include leading and directing a staff of 4-6 Team Managers (Supervisors) and overall responsibility for a staff of 75-100 Customer Service Advisors. Evaluating employees' performance and providing on-going, proactive, constructive feedback, making salary recommendations, performing all aspects of the staffing process including recruiting, interviewing, and hiring staff to ensure appropriate hiring practices and maintaining staffing levels, staff training, and providing work direction.

This position will be scheduled to work an evening shift, starting at 12:30 p.m., Monday-Friday and rotating occasional on-call weekend shifts, which qualifies for a 10% shift differential. Must be willing and flexible to work a varied schedule, as the business needs demand.

We offer a competitive salary plus excellent benefits, including group medical, prescription, dental, vision, and life insurance, short and long-term disability insurance, flexible spending accounts, immediate 401(K) participation, pension, free checking along with discounts on other banking products and services and much more!

Explore your career possibilities at U.S. Bank and join a company that’s as passionate as you are about helping our customers meet their goals and making a difference in the communities we live and work. Our industry-leading financial performance, innovative spirit and best-in-class reputation empower employees to succeed. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Qualifications:

Basic Qualifications

  • Bachelor's degree, or equivalent work experience

  • Five to eight years of operations experience in the financial services industry

  • Three or more years of supervisory/management experience

Preferred Skills/Experience

  • Advanced knowledge of operation functions, systems, policies and procedures for the assigned area

  • Broad understanding and practical application of applicable laws and regulations

  • Strong organizational, managerial and project management skills

  • Well-developed customer relations skills

  • Excellent interpersonal, verbal and written communication skills

  • Ability to manage multiple tasks/projects and deadlines simultaneously

  • Thorough knowledge of banking operations and human resources

Job: Operations

Primary Location: Kansas-KS-Overland Park

Shift: 2nd - Evenings

Average Hours Per Week: 40

Requisition ID: 160046058