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Manager Service Delivery

Company: PSCU
Location: Omaha
Posted on: March 28, 2020

Job Description:

Are you ready to take your career to the next level?  Join us at PSCU! The Service Delivery Manager oversees a team of Service Executives, providing tier-two support to Client Services on products and services across multiple lines of business, performing quality assessments and compiling, analyzing, and creating knowledge base articles for internal and external use. You will also manage a group of onboarding account managers responsible for servicing newly converted credit unions. This position will maintain a thorough understanding of business and strategic objectives associated with each client’s product/service offerings, and will play an integral role in contributing towards continual partnership of our clients and other business relationships. Responsibilities Include: Manage daily activities of Service Account Management teams providing tier-two support services; Make decisions necessary to ensure high quality service delivery to clients; provide leadership and direction to accomplish business goals and corporate mission and objectives Develop and analyze operational business plan and ensure adherence to departmental budget and actively contribute to overall results Create departmental performance standards and procedures supporting service plans for the Operations division; evaluate and provide feedback on individual and team performance in the area of productivity, accuracy, timeliness, losses and rejects and, reviewing staffing ratios for equitable distribution of workload, to prevent a decline in service levels Handle complex multiple assignments simultaneously and successfully meet project deadlines; interface effectively with internal and external customers to satisfy needs Establish departmental reports and procedures that comply with established contractual requirements for all member/client/business partner relationships; Manage, monitor, and continually seek ways to improve reporting requirements; identify any Service Level Agreement (SLA) variances and communicate such variances to appropriate team members Monitor non-compliance of (SLA) with internal and external partners, communicating variances to executive management staff to improve performance Manage and maintain strong relationships with our clients as well as our internal and external service partners Provide direction and leadership to management team and staff; guide and coach staff in completion of day-to-day responsibilities and ensure that established policies and procedures are followed Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff Develop and maintain subordinate personnel by applying necessary training and leadership to allow internal growth and advancement Demonstrate sound decision-making and conflict resolution skills in working with clients and direct reports Maintain thorough knowledge and understanding of functions performed and/or supported within Member Services; ensure member/client services are not degraded due to drop in service or communication levels Confer with and keep the appropriate Service Delivery Program Manager updated regarding service issues ensuring company communication objectives are effectively met Ability to travel required ( 30-40% )service solution with the various PSCU suite of product offerings and refer solutions Perform other duties as assigned Experience : Seven (7) years Client support experience required Five (5) years supervisory experience preferred Eight (8) years card, eCommerce, or call center experience preferred Education : Bachelor’s degree in Business Administration or equivalent combination of experience and education is required Our corporate value statements represent PSCU's commitment to providing the highest quality service to our member-owners. By practicing these values, we continue to meet the challenge of being a leading service provider in the credit union industry. Service Excellence  -  Exceeding expectations in  every interaction. Passion -  Boundless enthusiasm to be  THE best. Leadership -  Engaging, influencing, and inspiring others to accomplish  our mission. Trust -  Keeping the promises you make  to others, and to yourself. Innovation -  T he relentless pursuit of better ways. PSCU is a drug and smoke free workplace To learn more about opportunities and what it's like to work at PSCU follow us on our Facebook Careers page https://www.facebook.com/PSCUCareers

Keywords: PSCU, Omaha , Manager Service Delivery, Other , Omaha, Nebraska

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