Associate Director, Client Care

The Associate Director, Client Care provides enterprise-level leadership across Mutual Bancorp?s Client Care, i.e., contact center environment, ensuring consistent service delivery, operational excellence, & high-quality client experience. This role supports & advances Client Care & Digital Banking Center excellence, client experience, & risk management across Mutual Bancorp?s subsidiaries. Reporting to the Managing Director, Retail Services, the Associate Director provides enterprise leadership & direction to the Client Care & Digital Banking Center Managers. The role is responsible for standardizing operations, optimizing technology, establishing enterprise service standards, & driving continuous improvement to deliver consistent, high-quality client experience across Mutual Bancorp's subsidiary banks. This position plays a critical role in ongoing strategic leadership of the Contact Center & strategic evaluation, assessing different operational scenarios, client impacts, & service demands, & delivering data-driven recommendations to leadership. In close partnership with senior leadership, the Associate Director contributes to the evolution of the contact center strategy &, upon approval, owns execution, ensuring strategies are implemented effectively & consistently across all contact centers. The role serves as the business owner for contact center technology & ensures alignment with the banks? retail banking service model & relationship-based approach. ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES: Key Responsibilities Establish & maintain enterprise contact center operating standards, policies, quality assurance processes, performance metrics, & technology practices to ensure consistent client service, operational efficiency, & regulatory compliance across Mutual Bancorp's contact centers. Ensure consistency in call h&ling, escalation, documentation, quality standards, & client experience. Partner with Client Care & Digital Banking Center Managers to support service delivery & performance while allowing managers to focus on people leadership & day-to-day execution. Serve as a second-line escalation point for client related, operational, or systemic issues. Technology & Systems Ownership Serve as the primary business owner for contact center technology, including telephony platforms, workforce management tools, call recording, quality monitoring, & analytics. Supports continuous improvement by evaluating & refining processes, product support, & telephony workflows to enhance client experience, with the flexibility to respond to operational events (e.g., call spikes, weather, system outages, new product rollouts). Drive consistent adoption & effective use of the Synapsys CRM platform to support accurate documentation, reporting, & a 360-degree client view. Partner closely with Information Technology on system enhancements, issue resolution, vendor management, & technology roadmaps. Ensure alignment with the bank?s Jack Henry core system & related products & services. Workforce Strategy & Performance Management Oversee forecasting, staffing models, & scheduling strategies in partnership with Client Care & Digital Banking Center Managers. Ensure workforce plans align with client dem&, service level expectations, & budget considerations. Monitor key performance indicators, including service levels, abandonment, handle time, quality scores, & client feedback. Identify trends & recommend performance improvements & operational adjustments. EDUCATION, CERTIFICATIONS: At least seven years of experience in retail banking operations, contact center operations, or financial services leadership including minimum of three years in management capacity Five years of call center experience preferred; equivalent experience will be considered Bachelor?s degree required, master's degree preferred Due to job description size, please see complete job description when applying.