What are the responsibilities and job description for the Universal Service Center - AVP Universal Service Manager position at Metro Credit Union?
Company Overview
Metro Credit Union is the largest state-chartered credit union in Massachusetts, with $3.2 billion in assets. Metro provides a full range of financial products to more than 200,000 members in Barnstable, Bristol, Essex, Franklin, Hampden, Hampshire, Middlesex, Norfolk, Plymouth, Suffolk, and Worcester counties in Massachusetts, and Cheshire, Hillsborough, Merrimack, Rockingham, and Strafford counties in New Hampshire. Metro is the credit union of choice for employees at over 1,200 companies through its Metro@work program.
Founded in 1926, Metro currently operates branch offices in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro is also a Juntos Avanzamos (“Together We Advance”) designated credit union, an honor given to financial institutions for their commitment to serving and empowering Hispanic and immigrant consumers. Metro was recently named among the most charitable companies in Massachusetts by the Boston Business Journal; voted Top Credit Union in Banker & Tradesman’s Best of 2025 awards; and recognized as one of America’s Best Regional Banks and Credit Unions in 2025 by Newsweek. Learn more at MetroCU.org.
Position Summary
Are you a strategic leader passionate about operational excellence and inspiring teams to deliver exceptional service? As the AVP of the Universal Service Center (USC), you’ll be at the forefront of shaping how we serve our members and support our employees. In this pivotal role, you will champion innovation and lead initiatives that transform service delivery across multiple business lines. Your leadership will empower a high-performing workforce, foster collaboration, and create an environment where accountability and professional growth thrive. By leveraging data-driven insights and forward-thinking strategies, you’ll ensure every interaction reflects our commitment to excellence and member satisfaction.
This is more than a leadership position- it’s an opportunity to influence organizational success, strengthen community relationships, and leave a lasting impact on the future of member experience. This is your opportunity to ensure a member-centric approach through proactive leadership, data-driven decision-making, and continuous improvement.
Essential Job Functions
$96,000 to $130,000
The salary range listed gives a general idea of what we expect to offer. We consider your experience, unique strengths, and the impact you’re likely to make in the role. On top of that, we offer a competitive benefits package and other perks that round out the total compensation.
All retail positions located within our branches do not offer remote work arrangements and require initial training on-site in our Chelsea location.
Metro Credit Union is the largest state-chartered credit union in Massachusetts, with $3.2 billion in assets. Metro provides a full range of financial products to more than 200,000 members in Barnstable, Bristol, Essex, Franklin, Hampden, Hampshire, Middlesex, Norfolk, Plymouth, Suffolk, and Worcester counties in Massachusetts, and Cheshire, Hillsborough, Merrimack, Rockingham, and Strafford counties in New Hampshire. Metro is the credit union of choice for employees at over 1,200 companies through its Metro@work program.
Founded in 1926, Metro currently operates branch offices in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro is also a Juntos Avanzamos (“Together We Advance”) designated credit union, an honor given to financial institutions for their commitment to serving and empowering Hispanic and immigrant consumers. Metro was recently named among the most charitable companies in Massachusetts by the Boston Business Journal; voted Top Credit Union in Banker & Tradesman’s Best of 2025 awards; and recognized as one of America’s Best Regional Banks and Credit Unions in 2025 by Newsweek. Learn more at MetroCU.org.
Position Summary
Are you a strategic leader passionate about operational excellence and inspiring teams to deliver exceptional service? As the AVP of the Universal Service Center (USC), you’ll be at the forefront of shaping how we serve our members and support our employees. In this pivotal role, you will champion innovation and lead initiatives that transform service delivery across multiple business lines. Your leadership will empower a high-performing workforce, foster collaboration, and create an environment where accountability and professional growth thrive. By leveraging data-driven insights and forward-thinking strategies, you’ll ensure every interaction reflects our commitment to excellence and member satisfaction.
This is more than a leadership position- it’s an opportunity to influence organizational success, strengthen community relationships, and leave a lasting impact on the future of member experience. This is your opportunity to ensure a member-centric approach through proactive leadership, data-driven decision-making, and continuous improvement.
Essential Job Functions
- Leads all aspects of employee performance management, including coaching, mentoring, and progressive discipline.
- Oversee recruitment, onboarding, and training programs to build a high-performing, universally skilled workforce.
- Fosters a culture of accountability, engagement, and professional growth.
- Strategically manages staffing levels and scheduling to meet dynamic business needs, including contingency planning for planned and unplanned absences.
- Ensures optimal resource allocation across USC functions to maintain service continuity and responsiveness.
- Champions the USC Quality Assurance Program, ensuring consistent delivery of high-quality service across all channels.
- Provides actionable insights and timely feedback to managers to support coaching and performance improvement.
- Delivers monthly reporting on quality metrics and trends to inform leadership decisions.
- Produces and analyze daily, weekly, monthly, and quarterly KPI and SLA reports.
- Translates performance data into strategic recommendations that enhance member experience and operational efficiency.
- Implements corrective actions and innovations to address service gaps and elevate outcomes.
- Identifies emerging risks to service delivery and develop mitigation strategies.
- Anticipates potential disruptions and implements proactive solutions to safeguard member and team experience.
- Serves as a trusted advisor and coach to USC management.
- Acts as a resource and liaison across departments to ensure alignment with organizational goals and service standards.
- Executes special projects and initiatives as assigned by senior leadership.
- Leads a diverse and high-performing team of universally trained professionals—including Assistant Managers, Supervisors, and departmental Specialists—across multiple business lines within the Universal Service Center
- Bachelor’s degree and/or equivalent combination of education and work experience required.
- Minimum 3-5 years’ experience of financial services or call center management experience required.
- Previous experience with Fiserv DNA or COCC banking cores preferred.
- Previous experience with Genesys Cloud call center system preferred.
- Ability to analyze and resolve complex problems.
- Strong organizational and time management skills.
- Strong communication skills in oral and written form.
- Ability to perform under pressure and meet deadlines.
- Strong team management skills.
- General office environment
- Frequent telephone and computer use.
- Highly stationary.
- Minimum Days in Office per Week: 3 Days
- Minimum Days in Office to Onboard: 60 Days
- 4x10 Eligible: No
- Health, Dental, and Vision coverage for employees working minimum of 20 hours/week; Metro provides assistance toward premiums and copays
- Sales Incentives; annual retention bonus vesting program
- Four weeks paid vacation; 11 paid holidays
- 401(k) with matching plan & safe harbor plan – allowing every employee to save for retirement. Metro contributes 3% regardless of employee’s contribution
- Wellness Incentives; Employee Assistance Program; Flexible Spending Account; Health Savings Account; Prescription Drug program and range of voluntary benefits (LTD, STD, AD&D); access to no-interest loans; $150/Quarter reimbursements for wellness and lifestyle expenses
- Discounts on Pet Insurance
- Strong growth opportunities with development plans and position-related or job-related tuition assistance to help you attain your long-term career goals
- Growing, dynamic environment - no day is ever the same and join an exceptional team of co-workers
- Exceptional training program (classroom, on-the-job, and mentoring)
- Stable and growing organization
$96,000 to $130,000
The salary range listed gives a general idea of what we expect to offer. We consider your experience, unique strengths, and the impact you’re likely to make in the role. On top of that, we offer a competitive benefits package and other perks that round out the total compensation.
All retail positions located within our branches do not offer remote work arrangements and require initial training on-site in our Chelsea location.
Salary : $96,000 - $130,000