Sr Business Support Manager
Apply NowCompany: Capital Markets Placement
Location: Johnston, RI 02919
Description:
Job Description
Citizens is seeking a Customer and Colleague Experience Manager to help lead Colleague and Customer Experience efforts in both Contact Center and Retail Transformation settings. Reporting to the Director of Customer and Colleague Experience, this role will manage a team whose members are broadly responsible for driving engagement across a geographically diverse multi-site environment. The successful candidate should have a strong record of balancing competing priorities while building culture and driving results across a wide spectrum of key organizational objectives. This role will drive the organization to work together for optimal customer and colleague experience delivery.
What You'll Do:
What We're Looking For:
About Us
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.
Equal Employment and Opportunity Employer
Job Applicant Data Privacy Policy
Background Check
Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.
Citizens is seeking a Customer and Colleague Experience Manager to help lead Colleague and Customer Experience efforts in both Contact Center and Retail Transformation settings. Reporting to the Director of Customer and Colleague Experience, this role will manage a team whose members are broadly responsible for driving engagement across a geographically diverse multi-site environment. The successful candidate should have a strong record of balancing competing priorities while building culture and driving results across a wide spectrum of key organizational objectives. This role will drive the organization to work together for optimal customer and colleague experience delivery.
What You'll Do:
- Lead the development and implementation of strategies to build and foster a culture focused on exceptional service delivery, a positive work environment, and high levels of employee engagement and satisfaction
- Oversee the execution of a comprehensive communication agenda, delivering both operational change management and strategic cultural messaging
- Engage in the identification, development, and execution of a variety of colleague experience initiatives including feedback solicitation, coaching, career development opportunities, and recognition
- Build a data driven understanding of the drivers of customer experience along with their connections to points of friction, digital adoption, and overall engagement and loyalty
- Facilitate discussion and build consensus with key stakeholders to improve organizational efficiency and sustainability of change initiatives
- Drive consistent achievement of critical KPIs, including:
- Organizational Health Survey results
- Volunteerism hours targets
- Adoption of organizational engagement and recognition routines
- Penetration and retention of key communication initiatives
- Build and execute a comprehensive strategy to enhance customer satisfaction and loyalty. Oversee and improve customer experience across all touchpoints, advocate for the voice of the customer, and engage business partners to solve and improve customer facing opportunities
What We're Looking For:
- A track record of driving colleague engagement across large organizations. Experience operating in a virtual phone-based environment preferred.
- Strong communication skills, both written and verbal. Must be able to present ideas and data in ways that facilitate consensus building and adoption of desired outcomes.
- Capable of building and maintaining effective business partnerships, and influencing others towards the achievement of shared goals
- Ability to solve problems creatively, multitask, work under tight deadlines, and learn new concepts quickly
- Excellent planning, organizational and time management skills, and the ability to manage multiple priorities successfully
About Us
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.
Equal Employment and Opportunity Employer
Job Applicant Data Privacy Policy
Background Check
Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.