at Consumers Credit Union in Lake Forest, Illinois, United States
Job Description
Description
Consumers Credit Union is a top-rated, Great Place To Work certified, credit union in Illinois and we're hiring for a Manager Service Delivery! This is a great opportunity for an experienced service leader who has a successful track record of team development, coaching, leadership and communication skills, data driven and a champion for change!
Schedule/Location:
This is a "flex" position with work from home days along with onsite days based at our Lake Forest corporate office.
Local Northern IL/Southeastern WI candidates only!
What you'll do:
As a Manager Service Delivery, you'll lead a team of 7 employees and play a critical role in advancing the brand experience at Consumers Credit Union. Lead interaction quality monitoring, service delivery coaching and knowledge management. You will also maintain awareness of metrics, drive consistency across teams and channels, and oversee the daily operations of the Service & Delivery team.
Your Key Responsibilities:
Working closely with stakeholder leadership to understand the overall organizational objectives. Engaging in discussions to identify coaching needs across different teams and align coaching efforts with broader organization goals.
Creating and managing the intake processes for the shared service quality and coaching resources including developing coaching/engagement programs to provide structure to the department engagement with stakeholders.
Building relationships with department leads and teams to proactively identify issues and knowledge gaps and assist them in building long-term solutions. Deploying learning assets strategically across the organization to provide in-depth knowledge and support to staff to close the knowledge gaps
Collaborating with other departments to deliver feedback on member service, refine scorecards, and enhance coaching effectiveness. Helping to uphold high service quality standards, reinforcing the credit union's commitment to exceptional member experiences.
Supporting and collaborating with Business units in mitigating the impact of change. Planning and strategizing efforts to maximize and drive employee adoption and usage of new programs, processes, and policies. Ensuring knowledge management systems are prepared with up-to-date information and usable for employees through leadership of the knowledge management liaison.
Leading a team to meet objectives and goals. This will include coaching, mentoring, developing staff and other management tasks (like performance evaluations, development plans, performance improvement, training, hiring, onboarding, etc.)
What we're looking for:
Bachelor's Degree in Business, Change Management, Human Resources or Related
5+ Years' Experience in Change Management, Staff Coaching, Human Resources, Learning and Development, Coaching or Related
2+ Years' Experience in People Management
2+ Years' Experience in financial services
Ability to build effective relationships across the organization
Ability to present to various levels within the organization
Excellent problem solving, time management, and organizational skills
With CCU you'll enjoy:
A stable, growing, well-managed company with a bright future. A sincere commitment to our core values: Be Helpful, Act with Integrity, Be Transparent, Keep it Simple, Be Positive, Embrace Inclusion and Diversity. A belief in developing our employees to their fullest potential. And total rewards that include competitive pay and other benefits:
FREE: basic life insurance, short-term and long-term disability insurance, employee-only fitness center.
Multiple plan options for medical and dental, vision coverage, tax-advantaged spending accounts, employee assistance program, tuition assistance, student loan... For full info follow application link.
"Equal Opportunity Employer
CCU complies with the requirements and spirit of the law in the implementation of all facets of equal opportunity in employment. There will be no discrimination on the basis of race, ancestry, color, religion, sex, sexual orientation, gender identity, marital status, pregnancy, age, national origin, citizenship, disability, genetic information, military status (including unfavorable discharge from the military), criminal or arrest history (unless job related), crime victim status, or any other protected characteristic in the recruitment, selection, training, utilization, promotion, termination, or any other employment actions or term and condition of employment. CCU complies with applicable state and local laws governing non-discrimination in employment in every location in which CCU has facilities.
We are committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. If reasonable accommodation is needed to participate in the job application or interview process please contact our Human Resources team at: or 877-275-2228."
