Full Job Description
As an employer, BCU models the dynamic assets of a top workplace, including confidence in company leadership, competitive compensation and benefits, employee development, workplace flexibility, and a passionate employee culture supporting a unified vision.
At BCU, you'll have a career in a growing organization and an environment that supports your professional and personal growth. For these reasons, BCU has been chosen as a Chicago Tribune Top 100 Workplace and a certified Great Place to Work.
Visit the link below to learn more about #LifeAtBCU:
This Director role will provide strategic direction and lead investments in creating a personalized, effortless experiences that delights our members across our BCU family of company partners. This leader will build best-in-class capabilities that integrate seamlessly with our physical and digital experiences, while modernizing the way our teams work. The Director will define a clear strategic roadmap for transformation, designing and leading forward-thinking change, ensuring integration into the broader member experience journey, while hitting our service, productivity and cost targets.
The Director will build and manage operations across multiple sites, own financial budgets, capacity planning, productivity, process orchestration, vendor management, risk assessment, shared services, change control, training and quality assurance; driving operational excellence across the enterprise.
This key leadership role is responsible for all BCU contact centers omni-channel strategies and delivery (voice, video, messaging, chatbot), product owner for BCU telephony (CCAAS). salesforce service (CRM), knowledge and insights software lifecycle development. This role is responsible for the transformation of all major contact center systems towards modernization, automation and member self-service.
This key leader’s span of control is a team of 8 FTE, directing managers, senior project leads, business analysts and trainers. This role is responsible for a 3-year project portfolio representing $10M in value to the organization and supports a call center enterprise of over 100 FTE.
Lead our channel strategy that supports our BCU B2B2C model, ensuring 24/7 servicing of our membership, and hitting our service level targets across our omni-channels.
Build and implement standard operations practices in Chicago, Puerto Rico and U.S Remote regions
Deliver business line strategic scorecard focusing on targets for servicing, productivity, membership growth, self-service development and training.
Provide strategic direction for operations, shared services, training and quality assurance efforts.
Own all BCU contact centers omni-channel strategies and delivery (voice, video, messaging, chatbot), product owner for BCU telephony and salesforce service lifecycle development.
Own the transformation of all major contact center systems towards modernization, automation and member self-service.
Responsible for our day in and day out capacity planning and the use of workforce functional best practices for productivity and cost optimization.
Manage key vendor relationships to service, productivity and cost contractual agreements.
Manage all training and development programs, beating attrition benchmarks.
Manage all quality assurance and risk assessment cycles, including annual audits, regulatory policy reviews and consistent training delivery of material to all staff.
Oversee the annual budgetary process with the finance team.
Actively partner within BCU to address service processing improvements.
Govern monthly operations business reviews outlining direct reports results, opportunities and action plans.
Conduct monthly business reviews to VP/C-level, outlining program ownership results, pertinent updates and value-add proposals.
Benchmark industry to assure that standards, metrics, tools and technology are current and being used to enhance member experience and operational efficiencies.
Execute performance reviews and development plans with staff.
College Degree or equivalent work experience
Five or more years in a leadership role, preferably operations and or commensurate financial institution experience
Demonstrated experience in managing million-dollar transformational strategic projects in modernizing contact center systems
Demonstrated experience in unified communications omni-channel strategies, initial project delivery and iterative lifecycle development
Demonstrated experience in business product ownership for crm lifecycle management
Demonstrated proficiency in capacity planning, vendor relationship management, change control, risk assessment and quality assurance
Proficiency in presentation skills with the ability to analyze data to provide recommended business changes to drive member self-service, operational productivity and expense management
Strategic thinker who can make decisions quickly, keeping alignment with organizational goals
Demonstrated ability to manage a financial budget
Demonstrated teaching, coaching and staff evaluation skills
Demonstrated aptitude for online, mobile and desktop technologies
Strong knowledge level of the financial services industry
Strong knowledge level of BCU products and services
BCU Shared Values. We act with INTEGRITY. We follow the golden rule without exception. We display COURAGE in our convictions. We drive innovation, reaching beyond boundaries and thoughtfully explore new horizons. We excel through COLLABORATION. By working as one, sharing information and seeking solutions, we deliver exceptional outcomes. We WOW our Members. We focus intensely on putting the member first, delivering extraordinary experiences that create lasting relationships inside and outside the organization.
Life at BCU. With a culture built off relationships and referrals, we’re committed to creating the best work environment possible. From our casual dress code to flexible work arrangements, we’ve created a unique culture that supports a healthy work/life balance. For this reason and more, BCU has been chosen as a Chicago Tribune Top 100 Workplace. #LifeAtBCU
Equal Employment Opportunity
Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
EEO is the Law
EEO is the law - Poster Supplement
Pay Transparency Policy
Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to Americas_TTA@baxter.com and let us know the nature of your request along with your contact information.