Business Member Support Center - Sup - Business Member Support Service Center (Full-Time)

Supervisor - Business Member Support Service CenterYou are a results-driven leader with a passion for delivering exceptional service to business members while developing high-performing teams. You excel at balancing operational efficiency, risk management, and member experience, using data, coaching, and process improvement to drive results. Known for your ability to lead through change, resolve complex issues, and build strong relationships, you foster a collaborative, member-centric culture that supports business growth and service excellence.Promote a culture of member excellence, teamwork, and continuous improvement within the Business Member Support Service Center. Recognize achievements, share success stories, and empower staff to deliver exceptional member experiences.Handle escalated and complex inquiries to ensure timely resolution and member satisfaction.Supervise daily operations of the Contact Center, including scheduling, task assignment, workflow management, and adherence to service-level agreements (SLAs).Monitor performance metrics such as call quality, average handle time, customer satisfaction scores, and productivity. Provide coaching and feedback to drive continuous improvement.Lead training and development initiatives, including onboarding new team members and providing ongoing skill enhancement for existing staff.Implement process improvements and technology solutions to enhance efficiency, accuracy, and member experience.Conduct risk assessments and compliance checks to ensure adherence to regulatory requirements and internal policies.Foster a member-centric environment, emphasizing empathy, professionalism, and relationship-building during every interaction.Drive digital transformation by encouraging adoption of new tools and technologies that improve service delivery.Manage KPIs and reporting, ensuring transparency and accountability in operational performance.Conduct regular call calibrations and coaching sessions to maintain quality standards and consistency.Ensure compliance and operational integrity, maintaining controls that mitigate risk and support the organization's risk appetite.Empower team members through mentorship and career development, identifying opportunities for growth and skill enhancement.Support the Department Manager across all departmental functions and performance areas, assisting with strategic planning, goal setting, and performance evaluation.Effectively manage key performance indicators (KPIs) to drive team productivity and operational efficiency.Monitoring and reporting of the member Data Changes are completed monthly per policy. Review the Data Change training module and update as necessary on an annual basis.Conduct call calibrations and ensure coaching cadences are set up with the team.Bachelor's Degree in business or a related field preferred. Directly related experience may be considered in lieu of education. 6+ years of progressive leadership roles required. Business Banking Account and Loan Serving experience within a financial institution. Leadership extensive experience in team management and leadership roles. Successful track record of navigating through complex challenges, inspire high performance, and drive sustainable success required.