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Posted: Sunday, February 4, 2018 3:52 PM

Job Description:/h3:
Primary Objectives:
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Plans, directs and implements all aspects of the non:branch channel delivery division including the e:Commerce, Contact Center and Member Relationship Center departments. Collaborates with executive staff and executes the strategic direction of the division, focusing on consistent content, member experience and production. Ensures alignment with TCUs mission, vision and business unit growth objectives, and complies with all applicable laws, rules and regulations, as well as mitigates risk.
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Through data and member analytics and by managing internal as well as external partners (and vendors) and partnering with other areas of the organization, serves as the in:house expert for the channel delivery divisions strategy. Leads, creates, and manages a process for evaluating and optimizing non:branch channel delivery effectiveness, eliminating friction, and identifying new opportunities and using insights to drive new organizational channel delivery developments.
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Responsible for driving the strategy that is focused on member experience, member engagement, overall sales effectiveness, financial results, and continued channel delivery relevance.
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Increases product penetration, activation and usage by effectively leveraging all channel delivery and driving online and mobile channel adoption, usage and penetration.

Supervisory Relationships:
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Reports directly to the SVP, Member Services and COO.
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Direct supervisory responsibility for the AVP Contact Center, AVP e:Commerce and Member Relationship Center Manager.
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Overall responsibility for all division staff.
Principal Responsibilities:
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Drives the e:channel strategy and strategic thinking. Through effective leadership, owns, evolves and continuously improves the credit unions non:branch channel delivery. Defines the strategic priorities and division initiatives to deliver a dynamic end:user experience that aligns with our mission and vision, while positioning the credit union as a channel delivery leader in the financial industry.
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Focuses on the non:branch channel delivery convergence with an emphasis on the member experience to enable the member journey from needs identification through to post fulfillment to attain their financial goals.
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Partners with Marketing Department to collaborate, build and execute digital marketing strategy.
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Improves non:branch channel delivery performance as measured by market share, member adoption, migration (from physical for the routine transactions) revenue, and member satisfaction, driving online and mobile channel adoption, usage and penetration.
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Leads cross:functional project teams and initiatives to continuously enhance the business by developing frameworks, driving initiatives and ensuring accountability for results.
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Recruits, professionally develops, motivates and retains a team of high performing, results:oriented and member:focused staff. Drives the team to meet and exceed division goals and objectives by creating and holding them accountable to performance expectations. Identifies gaps and innovates/adjusts as needs arise.
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Develops and drives the non:branch channel delivery division goals and member engagement through the creative and effective execution of cross:channel business development and member engagement programs. Works in cooperation with management and staff to ensure integration of the organizations strategic initiatives and channel delivery. Analyzes and evaluates the results and effectiveness of programs to ensure optimal performance.
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Stays updated on emerging technologies, service and operational trends. Focuses on the long:term direction of our channel delivery to position the credit union as a channel delivery leader in the financial industry. Ensures compliance and maximum efficiency in implementing and maintaining policies and procedures.
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Prepares and manages the division budget and overall b

Source: https://www.tiptopjob.com/jobs/77561052_job.asp?source=backpage


• Location: Sacramento, vacaville

• Post ID: 21889257 sacramento
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