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Office Customer Advocate Program Manager

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Company: M&T Bank

Location: Buffalo, NY

Date Posted: April 3, 2014

Source: WorkInRetail.com

Job Posting:
Mar 25, 2014, 1:44:38

PM Unposting Date:
Ongoing At M&T, we understand what's important when you're considering a career change: a company with a solid history of responsible growth and positive earnings. A company committed to the communities it serves. One that rewards performance and provides employees with opportunities to direct their own career paths. A company with a focus on the future. Basic Function Responsible for providing strategic direction and for managing the planning, development and leadership implementation of resources and initiatives for OCA projects. Initially responsible for providing strategic direction and for managing the planning, development and implementation of new bank wide Complaint Management Program inclusive of customer complaint and feedback capture framework. Oversees development of departmental work policies, procedures, communications & training specific to rollout of Complaint Management Program. Essential Position Responsibilities Will work across the organization to develop and implement ...

Job Posting:
Mar 25, 2014, 1:44:38

PM Unposting Date:
Ongoing At M&T, we understand what's important when you're considering a career change: a company with a solid history of responsible growth and positive earnings. A company committed to the communities it serves. One that rewards performance and provides employees with opportunities to direct their own career paths. A company with a focus on the future. Basic Function Responsible for providing strategic direction and for managing the planning, development and leadership implementation of resources and initiatives for OCA projects. Initially responsible for providing strategic direction and for managing the planning, development and implementation of new bank wide Complaint Management Program inclusive of customer complaint and feedback capture framework. Oversees development of departmental work policies, procedures, communications & training specific to rollout of Complaint Management Program. Essential Position Responsibilities Will work across the organization to develop and implement the new Bankwide Complaint Management Program. Participate in the division's long-term planning process and responsible for the implementation of short-term and long term initiatives related to the Complaint Management System. Responsible for the creation of new and/or revised department/division policy and procedures to include the creation of new and/or revised customer advocacy and complaint management policy and procedures. Responsible for the development and review of department/division project initiatives. Responsible for process mapping of current state to desired end state. Develop strategies to achieve competitive advantages and support corporate priorities. Initially, identify and align appropriate resources across multiple business lines to assure customer complaint management procedures meet accepted standards. Initially, develop plan to collaborate with lines of business to achieve mutual acceptance and strategy/approach for implementation of new Complaint Management Program. Develop project plans to support and short and long term initiatives and monitor progress throughout to completion. Develop and enhance production metrics and key performance indicators to monitor performance and improvement. Nature and Scope Is able to lead a project from design to implementation. Champion strategies and development of new and improved processes that support business growth, organizational effectiveness and customer service objectives. The incumbent has the ability to achieve implementation of new complaint management program within individual lines of business without benefit of supervisory authority. Champions change and innovative solutions. Is able to communicate a common vision to others. Incumbent has the ability to think strategically and exhibits strong decision making skills. There is significant risk to organization inherent in position as well as significant accountability. The position must build and maintain relationships with internal and external customers in a manner that maximizes shareholder return. Minimum Qualifications Bachelor's degree or in lieu of degree four years relevant experience. Minimum ten years' experience in related fields. Proficient in software utilized in departments to include Microsoft Office. Knowledge of process improvement methodology and business process management techniques. Excellent verbal and written communication skills. Strong end to end project management skills. Strong critical thinking and analytical skills and ability to implement these skills to develop insights and execute plan across organization. Organizational and business savvy. Ability to work individually as well as a member of a team. Self-motivated, well-organized individual. Ability to work under time constraints. Ability to handle multiple tasks in support of various assignments. Ability to function professionally at many different levels (clients, management, and peers). Strong interpersonal skills necessary for business partner relationships within and outside organization. Passionate about customer service. Ideal Qualifications Master's degree preferred.

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