TM Operations Manager (Temporary)

Supervise, train, and develop a team of direct reports called Premier Partners in general client inquiries, complaints, disputes and other tasks related to treasury products and services.

Identify opportunities for client service improvement, policy, procedure, and product enhancement, and risk control development daily within the contact center.

Provide often and various forms of feedback to contact center associates including but not limited to 1:1 feedback, group sessions, side-by-sides, and in the moment feedback to increase knowledge and performance of contact center operations.

Monitor, coach, and review team and contact center performance to ensure performance metrics are met and exceeded. Ensure time off and vacation guidelines are followed.

Assist Workforce Manager with aligning service levels, follow up work and employee engagement to provide the best member experience while monitoring quality metrics and work to ensure staffing is appropriate to maintain service levels daily.

Assess training needs and partner with the Training Partners to deliver training

Review Schedules daily to ensure scheduled and unscheduled abscess of covered.

Boost team morale through creating and implementing engagement activities

Collaborate with the leadership team across different sites, departments and skillsets to ensure operational goals are met.

Handle escalated client calls to ensure problem resolution activities are performed

in a manner that will ensure client satisfaction.

Complete daily supervisory tasks and resolve issues related to clients, colleagues,

and direct report.

Hold direct reports, peers, and yourself accountable to act with integrity, honestly and in guidance with all state, federal and banking policy and procedures

Assist Contact Center management with staffing and duties needed to ensure contact center operations are met

Evaluate and make recommendations for equipment and application needs of the department.

Monitor for daily production issues and long term trends impacting Contact Center and Client - escalate as necessary .

Complete assigned compliance and job training.

Advocates, practices, and monitors for adherence to Cadence Code of Conduct.

Requirements for this role:

Minimum of 2 years of supervisory or management experience leading other people - preferably in a contact center environment.

3 years client service, sales, or financial service experience

Strong Organization Skills

Proven ability to work well with others

Strong decision making and problem solving skills

Excellent verbal and written communication skills

Must be able to resolve problems and improve processes quickly, effectively and

professionally.

Excellent interpersonal and Client service skills required.

Able to multitask and manage workflow in a face paced environment.

Must be able to motivate and influence others.

Knowledge of banking applications and Microsoft Excel/Word or Google app

equivalents, required

Bachelor's degree or equivalent work experience