Supv, Hub Service Delivery

As an employer, BCU models the dynamic assets of a top workplace, including confidence in company leadership, competitive compensation and benefits, employee development, workplace flexibility, and a passionate employee culture supporting a unified vision. At the Credit Union, you'll have a career in a growing organization and an environment that supports your professional and personal growth.

Our WHY is the reason we exist: To Empower People to Discover Financial Freedom. What do you celebrate as your purpose? At BCU we celebrate what makes you authentically YOU! #bYOU

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SALARY

This position has a base salary range of $60,000.00 - $90,000.00 USD Annual . This range represents the expected base salary range for this position. The actual salary may vary based upon several factors including, but not limited to, relevant skills/experience and time in the role.

Summary

This role responsibilities are to train, coach, and develop a team of 10-15 service delivery specialist. This individual will access staff performance, coach uses a industry best practice model and ensure resources for their team to deliver consistent high quality experiences to our membership.

Role And Responsibilities

• Achieve measured goals in team productivity, primarily focused on member satisfaction
• Manage a daily workload of teaching and coaching through industry best model
• Deliver on monthly plans, focused on quality, production and career development of your team
• Deliver on monthly team assessments, including call quality and call calibrations
• Own supervisor level member escalations as needed
• Maintain records of all coaching sessions and critical conversations in the Coaching Workbook.
• Cover leadership support across department’s operational hours.
• Deliver corrective action based on attendance, performance, behavior (i.e. Action plans, PIPs,
• attendance warnings).
• Participate in BCU trainings, products or committees as assigned
• Execute performance reviews and development plans with staff

Qualifications And Education Requirements

• College Degree or equivalent work experience.
• Minimum of 3 years of related business experience.
• Demonstrated teaching, coaching and staff evaluation skills.
• Demonstrated relationship building skills.
• Demonstrated ability to consistently achieve performance goals through teams.
• Demonstrated ability to embrace empowerment of decision making.
• Aptitude for solving problems.
• Demonstrated ability to think on your feet.
• High energy, self-starting and coachable individual.
• Demonstrated advanced level verbal, written and active listening skills.
• Demonstrated ability to work within regulatory and departmental policies.
• Demonstrated ability to pay attention to detail in fast paced environment.
• Demonstrated ability to adapt to changes in strategies, tools or tactics.
• Desire to form and make business improvement recommendations.
• Demonstrated fiscal budget management skills.
• Advanced proficiency in Microsoft office products

BCU Shared Values

We foster an environment of INCLUSION. All individuals are treated fairly and respectfully, have equal access to opportunities and resources, and can contribute fully to the organization's success. We act with INTEGRITY. We follow the golden rule without exception. We display COURAGE in our convictions. We drive innovation, reaching beyond boundaries and thoughtfully explore new horizons. We excel through COLLABORATION. By working as one, sharing information and seeking solutions, we deliver exceptional outcomes. We WOW our members. We focus intensely on putting the member first, delivering extraordinary experiences that create lasting relationships inside and outside the organization.

We value relationships and referrals and are committed to creating the best work environment possible. From our casual dress code to flexible work arrangements, we’ve created a unique and inclusive culture that supports a healthy work/life balance. For this reason and more, BCU has been named a 2023 Gallup Exceptional Workplace Award Winner. #LoveBCU

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