AVP Customer Experience Administration

Posted on Nov 19, 2018 by JobLeads

Arlington, TX 76001
Admin & Secretarial
Immediate Start
Annual Salary

The employer operates within the financial sector.

  • Recommend new services, procedures, or vendors to the management teams, as warranted, to ensure processes are efficient and effective
  • Work closely with the Customer Experience leadership teams and others to develop and implement programs and organizational strategies
  • Communicate Customer Experience strategy to ensure consistency between vendors and the company Follow up on those strategies to ensure ongoing vendor compliance
  • Serve as a point of contact for assigned third-party vendor relationships and/or for internal IT partners in prioritizing and implementing Customer Experience projects
  • Manage and direct the focus of assigned third-party vendors
  • Establish operational policies and procedures that comply with all applicable laws and regulations
  • Analyze Customer Experience needs and develop plans that assess internal and external resource requirements, technology needs, interdependencies, and timelines
  • Work closely and collaborate with the Audit, Compliance, and Legal departments ensuring all departments' efforts are performed in accordance with Company Policies and Procedures
  • Assist in integrating corporate strategy and objectives with the Customer Experience business operations to ensure consistency between departments
  • Plan, direct, coordinate and review the work of assigned staff
  • Maintain superior working relationships with internal and external partners
  • Be an effective business partner, manager, and mentor
  • Assist in the preparation of short-term and long-range plans and budgets based on corporate goals and objectives

  •  Ability to diagnose and solve key business issues drawing upon functional expertise
  • Basic knowledge of consumer auto lending portfolio
  • Knowledge of effective leadership, communication and motivational skills
  • Knowledge of financial services or banking customer service systems
  • Knowledge of Financials core business functions, policies and procedures
  • Knowledge of management processes such as planning, personnel administration, budgeting and financial analysis
  • Knowledge of the collections process, center business functions, policies, and procedures
  • Proficiency with Microsoft Office applications
  • Ability to interact collaboratively with internal customers
  • Ability to organize and present data findings to multiple levels of management
  • Ability to use appropriate analysis, judgment and logic when solving problems and making decisions
  • Analytical and decision-making skills
  • Demonstrated ability to positively lead people through significant change
  • Detail oriented
  • Ability to maintain confidentiality
  • Ability to prioritize and balance multiple high priorities
  • Able to work with minimal supervision
  • Demonstrated commitment to continuous improvement of business, customer and employee environments
  • Excellent verbal and written communication skills
  • High School Diploma in related field or equivalent work experience required
  • Bachelor's Degree preferred
  • 5-7 years ​experience in operations or project implementation required
  • Prior experience with program management preferred 

Reference: 559325912

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