Job Title: Marketing Manager III
Job ID: 392492
Location: Glen Allen, VA
Full/Part Time: Full-Time
Regular/Temporary: Regular Return to Previous Page Responsibilities This position will support the HLS Director of Customer Experience and Colleague Engagement, working with the HLS business line at large and with primary HLS support managers to build and drive a culture of customer excellence. This position will interact with HLS managers and influence them to continue to think through the customer experience in every decision that is made across products and services. This position will manage and share data and information on customer experience, complaint analysis, metrics, and voice of the customer and colleague research with the result being to drive energy and resources on the right initiatives that will ultimately improve the customer experience. The Customer Experience Manager will act in a liaison role with other Customer Experience managers across the bank. This position will also work with the Director to ensure customer complaint management and problem resolution is effectively managed within HLS and that appropriate action is taken to mitigate the root causes of the complaints. This position will coordinate with the HLS Service Quality Manager to help coach colleagues on customer experience improvements, identify systemic issues to address that could drive increased customer engagement as well as identify service excellence best practices for replication across HLS. Description of Function: Manages the HLS Insights and Actions processes including data analysis and distribution, leading the meetings and recommending actions to drive a culture of customer excellence, tracking and reporting on action items, and ensuring that the customer experience is considered from point of application through loan servicing. Represents HLS and the HLS customer as part of the bank-wide review of customer improvement opportunities; acts in a liaison role with other customer experience managers across the bank. Produces and presents required reporting and updates to the Customer Experience team at large. Manages the customer complaint resolution processes for HLS, including business line procedures, complaint response and resolution (including coordination with Office of the Chairman), Customer Care reporting and monitoring, and coordination with Risk on QC audits. Represents HLS on the Problem Resolution Working Committee and drives changes resulting from that committee. Partners with HLS Customer Experience and Service Quality on customer experience improvement initiatives, research studies and survey results, best practice implementation and other special projects as neededPartners with managers across HLS and with support partners in Mortgage and Equity Operations to seek customer experience improvements and reduce complaints. Supports the Director of Customer Experience and Colleague Engagement on initiatives that drive colleague engagement to support an improved customer experienceScope: This position’s scope applies broadly across all of HLS and the customer experience activities therein. Within HLS, this position will influence all levels of colleagues from front line employees to senior leadership in driving to a culture of service excellence. Will work in close collaboration with HLS Sales and Ops leadership. Is also responsible for partnering outside of HLS, including Business Services, Marketing and Communications/ Corporate Customer Experience, Risk, Legal, and BPM.Impact: This position directly impacts the net income of HLS by driving customer experience improvements and helping to reduce customer complaints which promotes customer retention, customer loyalty, the expansion of customer products and services, and new customer acquisition. Highly satisfied customers are proven to be more likely to expand their relationship with the bank by acquiring additional products which drives greater profitability. Qualifications Bachelor Degree required: Business Administration, Marketing, or similar.Master’s Degree preferredOther Education or Training preferred: Quality management or Six Sigma training, PMP. Skills/ Competencies:
8-10 years experience in a corporate environment focused on customer and/or colleague engagement and service satisfaction. Some prior customer facing experience preferred.
Strong knowledge and understanding of voice of the customer and the colleague
Ability to motivate, inspire, lead and rally others around service excellence in a matrixed environment
Ability to operate effectively in a highly functionally run organization and build strong relationship across business groups.
Strong knowledge of financial services with a concentration in residential lending (originations through loan servicing)
Ability to communicate effectively, think strategically and execute tactically
Strong Powerpoint and presentation skills.
Ability to work well independently as well as within teams; with a high level of analytical and problem solving skills
Project Management certification or project management/process design experience strongly desired
Change Management experience preferred
Six Sigma certification preferred Work Experience: Leadership/management experience: 8-10 years of customer service, customer experience project management, complaint process management and/or problem resolution management and employee engagement in a corporate environment (financial services or residential lending preferred) Hours and Work Schedule Hours per Week: 40
Work Schedule: Monday-Friday 8:00AM-5:00PM Equal Employment Opportunity It is the policy of CCO Mortgage Corporation to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state and/or local laws.
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RBS Citizens Financial Group, Inc. is a $122 billion commercial bank holding company. It is headquartered in Providence, R.I., and through...