Job description
Job Title:
Commercial Card Servicing Manager
Location:
CityScape
What you'll do:
This is an exciting role as the Commercial Card product is quickly growing and expanding its product offerings. The Card Servicing Manager will work with the Card Servicing Director, Product, Operations, call center vendor, and internal banking partners. All business partners are excited and ready to implement change! Initially, the Card Servicing Manager and Director will review current processes and work on overall strategy. In addition, actively drive parts of the project to implement a best-in-class service model. The Service Manager will oversee day-to-day customer service, including the vendor’s call center service. Build and manage a team, implement metrics, adhere to SLAs, and any other duties as assigned. The Service Manager must be flexible throughout the entire re-engineering, build-out, and growth. This position is highly visible, with potential for growth and expansion of duties for the right candidate.
What we are looking for:
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Plan Well, Deliver Exceptional-ensure an excited staff that puts the client experience first. Engage team members as the service strategy evolves and grows. Create and maintain strong partnerships within the business that this position will interact.
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Drive Operational Excellence-continually be curious about how the business runs, identify process improvement, be a key team member of automation and self-service as we evolve, and focus on one-call resolution.
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Help People Grow-Recruit a workforce that will put the client first! Engage the team through the build-out and re-engineering journey. Work with team on product knowledge, self-development, and career pathing.
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Do the Right Thing Every Single Time-our brand is built on the trust of our clients, employees, and shareholders. The Service Manager will need to know, or learn, Commercial Card issuing platform(s), and navigate through some ambiguity. Also needs to be familiar with regulations, which include Visa, as they will be empowered to make servicing decisions that benefit the client and Western Alliance Bank.
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Imagine the Possibilities-think through self-service and technology, how to meet and exceed the needs of both the cardmember and the Program Administrators, who manages the Commercial Card programs for their companies. Will need to be a change agent and lead the team through exciting change, and enhancements, and actively engage them as part of the journey.
Minimum Qualifications
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7+ years of card servicing background running a contact center as well as 2 years managing day-to-day servicing at a third-party vendor.
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Innovation and re-engineering experience to become a best-in-class service center for clients, cardmembers, and Western Alliance Bank, employees.
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A thorough understanding of common technology and metrics used in call centers.
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Previous Commercial Card call center experience. Preferably working with Program Administrators and cardmembers
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Call Center and Servicing cadence. For example, training, metrics, business reviews, people management, call calibration, scorecards, etc.
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Product and operational knowledge of the product.
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Applied knowledge and direct experience using business process and performance improvement methodologies (LEAN, Six Sigma)
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Proven problem-solving, very analytical, and project management skills
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Excellent partnership skills within Western Alliance Bank as well as with our key vendor
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Strong leader who leads by example and promotes client-centric, development, and employee satisfaction. And most important a cohesive team that has fun and looks forward to coming to work.
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BA/BS required
Benefits you’ll love:
We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!
We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!
About the company:
Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC. AmeriHome Mortgage is a Western Alliance Bank company.
Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email
HR@westernalliancebank.com
or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.
© Western Alliance Bancorporation
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