Description

Summary:

The Customer Solutions Center Site Manager Sr. will responsible for overseeing daily operations, service administration, and strategic planning for the Customer Solution Center.  Additionally, this individual will identify, lead and/or oversee projects associated with enhancing systems and improving the customer experience as well as other enterprise initiatives.

Duties and Responsibilities:

• Lead Contact Center business operations.
• Consistently demonstrate a track record of driving growth in service and sales performance resulting in top-tier results and in accordance with delivering a Category of One experience.
• Drive reporting and analytics practices around the creation, usage and disbursement of business performance metrics.
• Establish and manage relationships with Huntington teams supporting Enterprise Analytics and Data Capabilities, Consumer and Business Banking, Customer Advocacy and Insights, Workforce Management, Human Resources, OMNI, Automation and I.T.
• Drive expansion of Robotics/AI program to align with business strategy.
• Remain committed to achieving best-in-class colleague retention and colleague satisfaction.
• Deliver on all Community based initiatives.
• Drive a high level of coordination with senior leadership, strategic partners, and governance groups.
• Perform other duties as assigned.

Basic Qualifications:

• Bachelor's degree or equivalent work experience
• 10+ years of experience in an Operations or Contact Center environment
• 10+ years in customer experience strategy (colleague and customer experience)

Preferred Qualifications:

• Community involvement and engagement
• Prior experience in management - V.P. level or above in a Contact Center, Consumer Banking or Operations environment
• Prior experience and knowledge of current Contact Center technologies, service channels, and capacity models
• Prior experience with in-depth analyses supporting customer experience or operational improvements
• Outcome focused
• Demonstrated negotiation, presentation/communication, influencing skills and partnership skills
• Demonstrated ability to prioritize work and improvements based on business strategy, regulatory needs, customer experience and strategic programs
• Ability to multi-task and meet tight deadlines

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Workplace Type:

Huntington is an equal opportunity and affirmative action employer and is committed to providing equal employment opportunities for all regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, gender identity and expression, genetic information, or any other basis protected by local, state, or federal law.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Agency Statement: Huntington does not accept solicitation from Third Party Recruiters for any position