AVP, Operations Training Knowledge Management


Credit One Bank


Posted Under: Las Vegas, Nevada jobs in Executive; Executive jobs in zipcode 89101
Posted On: 2019-06-14 00:00:00

Position Summary Credit One Bank is looking for an Assistant Vice President of Operations Telephone Servicing to support the overall growth of the organization. This position will be primarily responsible for overseeing domestic and offshore outsource partners assuming full functional and performance responsibility. Additionally this role will be responsible for identifying and analyzing issues with the end goal of determining opportunities to improve processes, controls and procedures with a focus on efficiency and effectiveness. Summary Essential Job Functions - Demonstrate an understanding of all regulations, laws and association guidelines - Responsible for identifying processes for continual improvement in policies and procedures to identify and mitigate operational risk and drive customer satisfaction - Identify best practices and performance gaps through data analysis - Collaborate with key stakeholders from across the Bank - Manage metrics proactively to identify and track performances at the agent level that will improve performance by outsource partners. - Present findings to include recommendations for remediation to senior management - Ensure the timely coordination and completion of projects - Understand and communicate call center KPI's (ASA, AHT, Abandon Rate and CSAT) and associated performance to senior Management - Drive initiatives that contribute to long-term operational excellence - The role is also responsible for other specific duties and responsibilities that may be assigned from time to time Position Requirements - Bachelor's degree in business or related field - 8+ years of relevant experience in an operations environment with advanced understanding of credit card banking - Up to 15% domestic and international travel required to partner operations sites - Competent with Word, Excel, and PowerPoint - Excellent communication, problem-solving, and project management skills - Ability to collaborate effectively and follow up to ensure achievement of deadlines, outcomes, and results - Demonstrate company core values of excellence, ownership, collaboration, and integrity - Call center and financial services experience preferred. Job ID: 1487/1473 For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more. Credit One Bank Credit One Bank is a technology and data-driven financial services company based in Las Vegas, Nevada. Serving millions of card members nationwide, Credit One Bank is committed to providing credit card products that offer more value through cash back rewards and free online monthly credit score tracking. Contact Info - Las Vegas, NV - Credit One Bank - Phone: ************