Vice President - Customer Care Insights and Support Manager

At Associated Bank we strive to create an inclusive culture where different perspectives are valued and recognized as strengths critical to our success. If you thrive in an environment where your growth and development are encouraged and supported, then Associated Bank may be the right place for you.

The Vice President, Customer Care Support and Insights Manager is responsible for managing a team of analysts and systems/support professionals who provide support to all leaders and colleagues across a multi-site contact center to ensure a best in class, efficient, and customer focused operation. They are responsible for all shared services and operations across centers including scheduling, reporting, problem resolution, incident management, business resumption, and systems support for all applications utilized in our Customer Care/Contact Center division. They provide operational data and interact with multiple business line leaders that Customer Care supports (Retail, Business, Corporate Banking, Wealth, Retirement, etc.).

A critical focus for this leader will be to analyze data from multiple sources to provide customer and colleague insights to the Director of Customer Care to help inform the future strategic roadmap of the department. This will include continuous analysis of problem resolution cases, productivity, complaints, surveys, and other metrics that illustrate contact center performance. These insights will help improve the customer and colleague experience, limit risk, and drive efficiencies to reduce operational costs. They will work closely with their peers including the VP/Site Managers, VP/Quality &Training Manager, and VP/Consumer Affairs Manager to uncover these opportunities and execute strategies to improve operations across Customer Care.

The Manager will provide the customer perspective (Voice of the Customer) and potential colleague impacts for all system upgrades, mergers/acquisitions, product changes, etc. This leader will work closely with leaders in IT, Vendors, and the Voice Channel Platform Support team to ensure the integrity, stability, and reliability of Customer Care systems and track and share any system outages and customer/colleague impacts.

Job Accountabilities

• Manage, coach, and develop a high performing team of support professionals to run a best in class contact center operation across multiple contact center sites. Provide leadership, coaching, mentoring, and professional development. Assist the team in identifying and prioritizing responsibilities, while sharing your expertise and experience.
• Provide comprehensive scheduling, reporting, problem resolution, business resumption, and other support tasks within Customer Care and trending/reporting to business lines we support. Serve as the leadership SME for all contact centers in the company on best practices.
• Liaison with IT and Digital Platform Support team to ensure projects for Customer Care are executed and communicated in a timely manner.
• Collaborate with business line leaders within Customer Care to provide insights to the Director to inform future roadmap items. This includes performance management, productivity, survey/quality, process improvements, and complaint feedback.
• Develop objectives and plans that are linked to business objectives; implement plans and milestones; work with Customer Care leadership to proactively address deficits in performance management. Manage resources to ensure Customer Care budget and resource requirements are met.
• Liaison with Vendor Management and 3rd party leaders to ensure all vendor relationships owned in Customer Care are managed appropriately in respect to compliance, legal and risk management accountability.
• Formulate solutions to complex problems through researching, analyzing, recommending, and resolving issues or cause(s) of problems which will remove, amend, or nullify the negative impact of the problem.
• Key lead for any system outages/impacts across Customer Care to report, track, and analyze customer and colleague impact, along with escalating to appropriate teams for a quick resolution.
• Seek and continuously develop knowledge and information on best practices in Contact Centers.
  
  

Education

• Bachelor's Degree or equivalent combination of education and experience Financial Services or Business Required
• Master's Degree Business or Project Management Preferred
  
  

Experience

• 5-7 years in a Contact Center Leadership role. Demonstrated ability to lead highly technical teams and support functions. Required
• 5-7 years in a Financial Services Contact Center Leadership role. Preferred
• Project Management Experience. Preferred
• Power BI Experience. Preferred
  
  

In addition to core traditional benefits, we take pride in offering benefits for every stage of life.

• Retirement savings including both 401(k) and Pension plans.
• Paid time off to volunteer in your community.
• Opportunities to connect with others through our diversity-focused Colleague Resource Groups.
• Competitive salaries with professional development and advancement opportunities.
• Bonus benefits including well-being programs and incentives, parental leave, an employee stock purchase plan, military benefits and much more.
• Personal banking, loan, investment and insurance benefits.
  
  

Associated Bank serves more than 120 communities throughout Wisconsin, Illinois and Minnesota and we consider our colleagues critical to our continued success. See why our colleagues continually vote us a best place to work in the Midwest. Join our community on Facebook, LinkedIn and X. 

Compliance Statement

Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. 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.

Fully complies with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act. Responsible for reporting suspicious activity to Financial Intelligence. Responsible to report all customer complaints as prescribed and procedure violations to management or HR.

Responsible to report ethical concerns as needed to Associated Bank’s anonymous Ethics Hotline.

Associated Bank provides additional assistance to individuals with disabilities throughout the application & interview process. Please contact leavesandaccommodations@associatedbank.com if you need an accommodation at any time during the interview process.

Associated Banc-Corp is an Affirmative Action and Equal Opportunity Employer. Associated Banc-Corp participates in the E-Verify Program. E-Verify Notice English or Spanish. Know Your Right to Work English or Spanish.

Associated Bank is Pay Transparency compliant.