First Vice-President, Customer Experience & Assurance

At Valley Bank, we believe in people's growth potential. We invest in it. We protect it. We focus it. For nearly 100 years, we've been the Bank that clients from every industry turn to for our expertise, strategies, and advice--building the kind of trust that can fuel every goal. We are the leading relationship bank built for growth--with over $60 billion in assets, 3,800 experts, and more than 200 consumer branches and commercial banking offices in communities across the US.

At Valley, we're all driven by an ambition that goes deeper than just having a job. That's why when you work for us, we make it our goal to help you focus on what drives you--working to turn your passions and strengths into assets you can use to propel your ambitions and build the professional legacy you want. Because when we say we're a relationship bank built for growth, that's not just reserved for our clients--that includes all our associates as well.

The Senior Manger Customer Experience & Assurance provides strategic leadership and governance across Customer Care, Quality Assurance, Escalations/Special Servicing, Social Care, Support Leader, and Learning Integration. Ensure compliant, high quality customer experiences while driving continuous improvement, risk mitigation, and operational excellence.

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Responsibilities Include But Are Not Limited To

• Lead Quality Assurance strategy, execution, and calibration to ensure consistent, compliant, high quality customer interactions across all channels.
• Oversee escalations, complaints, special servicing, and social media care, ensuring timely, accurate, and risk aware resolution.
• Analyze quality, complaint, NPS, and Voice of the Customer insights to identify root causes, reduce repeat issues, and improve processes and customer experience.
• Embed quality and escalation insights into coaching, training, and knowledge resources through close partnership with Learning & Development.
• Lead the Support Leader function to provide frontline decision support and guidance.
• Partner cross-functionally with Product, Technology, Operations, and Service teams to influence policy, process, and knowledge improvements.
• Support Customer Care leaders with data driven insights, performance governance, and coaching enablement.
• Champion a culture of accountability, inclusion, engagement, and continuous improvement.
  
  

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Required Skills

• Strong knowledge of bank products, service and procedures.
• Proficient knowledge of customer care operations, quality management, and service channel strategy.
• Strong leadership capability with experience leading managers and multi disciplinary teams.
• Expertise in performance analytics, quality frameworks, and learning enablement.
• Ability to influence cross functional stakeholders and executive partners.
• Excellent written and verbal communication skills.
• Strong decision making, change leadership, and problem solving skills.
• Ability to demonstrate sound decision-making skills.
  
  

Required Experience

• High School diploma or GED equivalent and a minimum of 5 years of customer service or operations experience with 5 years in a supervisory role.
  
  

Preferred Experience

• Banking, financial services, or regulated industry experience.
• Experience overseeing quality assurance, training, or performance enablement functions.
• Experience supporting multi channel service environments (call center, digital, social).