SVP Operations/Customer Contact Center - 24344

at Wintrust Financial Corporation in Northbrook, Illinois, United States

Job Description

As one of the largest premium finance companies in the country, FIRST Insurance Funding provides full premium finance services, plus additional services built specifically for agencies. We pride ourselves on the variety of incentive programs, services, and technology we offer. This not only helps grow the agents, brokers, and companies we partner with, but also helps them better serve their clients. FIRST Insurance Funding is a subsidiary of Wintrust, a financial services company with more than $50 billion in assets.

Why join us?

  • An award-winning culture! We are rated a Top Workplace by the Chicago Tribune (past 10 years) and Employee Recommended award by the Globe & Mail (past 6 years)
  • Competitive pay and discretionary or incentive bonus eligible
  • Comprehensive benefit package including medical, dental, vision, life, a 401k plan with a generous company match and tuition reimbursement to name a few
  • Family-friendly work hours
  • With 175+ community bank locations, we offer opportunities to grow and develop in your career
  • Promote from within culture

Why join this team?

  • We have a culture that encourages an entrepreneurial spirit
  • We offer multiple opportunities for development and upward mobility

Job Description Summary

Provide strategic vision, leadership, direction and functional expertise to achieve results in a contact center. Guide the execution of complex projects and, initiatives, while overseeing daily operations, providing advocacy and support for customers

What Youll Do

  • Develop and execute strategic initiatives and procedures impacting service and productivity levels.
  • Establish protocols regarding service levels, customer satisfaction scores, call volumes and case types/resolution expectations while maintaining the spirit of our values and culture.
  • Construct business reporting inclusive of KPIs and KRIs.
  • Develop programs and coach staff to meet growing customer service and relationship expectations.
  • Ensure appropriate technologies are maintained and explored to keep pace with customer needs.


  • 7-10 years experience in a senior operational leadership role managing customer call center environment is required
  • Ability to manage and facilitate change in a fast pace environment


Medical Insurance Dental Vision Life insurance Accidental death and dismemberment Short-term and long term Disability Insurance Parental Leave Employee Assistance Program (EAP) Traditional and Roth 401(k) with company match Flexible Spending Account (FSA) Employee Stock Purchase Plan at 5% discount Critical Illness Insurance Accident Insurance Transportation and Commuting Benefits Banking Benefits Pet Insurance


From our first day in business, Wintrust has been proud to serve a variety of unique communities and people from all walks of life. To be Chicagos Bank and Wisconsin's Bank, we need to reflect that diversity both in all the communities we serve, the people we employ, the organizations we work with, and our banking and lending practices. Wintrust Financial Corporation, including community banking and financial services subsidiaries, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment...

Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity

Copy Link

Job Posting: 11682825

Posted On: Feb 17, 2024

Updated On: Mar 18, 2024

Please Wait ...