Director, Client Care

Salary Grade: 22

Summary:

The Director, Client Care provides enterprise leadership and operational oversight for Mutual Bancorp's Client Care and functions, ensuring consistent service delivery, operational excellence, strong risk management, and a high-quality client experience across Mutual Bancorp's subsidiary banks. The Director contributes to the development of the Client Care strategy, identifies future-state opportunities, recommends operating-model changes, evaluates emerging technologies and service models, and develops business cases for investment.

The Director provides strategic and operational leadership for the Client Care organization and is accountable for enterprise performance, management disciplines, workforce strategy, quality assurance, technology utilization, service delivery, change implementation and continuous improvement. The Director provides operational expertise and data-driven recommendations to inform strategic priorities, future-state planning, organizational decisions, and investment considerations. Directly supervises the managers responsible for each of Mutual Bancorp's Client Care Centers.

Serving as the primary operational business owner for Client Care technology and service delivery, the Director ensures approved strategies and major initiatives are implemented effectively, adopted consistently, and produce measurable outcomes. The Director partners closely with stakeholders to ensure Client Care capabilities are aligned with enterprise priorities and the banks' relationship-based service model.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:

Enterprise Strategy & Operating Model

1. Translate enterprise strategy, the Client Care operating model and strategic priorities into departmental objectives, operating plans, service standards, performance expectations, and measurable outcomes across Mutual Bancorp's subsidiary banks.
2. Establish and maintain consistent contact center operating standards, procedures, quality assurance practices, performance metrics, escalation protocols, documentation requirements, and management routines within the approved enterprise operating model.
3. Assess operational scenarios, client demand, channel trends, organizational capacity, performance results, and emerging capabilities; provide data-driven recommendations regarding service enhancements, structural changes, priorities, and future-state opportunities.
4. Own implementation of approved Client Care strategies, major initiatives, and process or technology changes, including change-management planning, leader and colleague readiness, training coordination, adoption, accountability, and measurement of intended outcomes.
5. Ensure Client Care execution remains aligned with Mutual Bancorp's broader relationship banking, client experience, deposit growth, digital adoption, relationship development, risk, and efficiency objectives.
6. Serve as a decision and escalation point for complex client, service, staffing, technology, or systemic issues within Client Care, escalating material strategic, risk, or organizational matters as appropriate.

Technology & Systems Ownership

1. Serve as the primary operational business owner for Client Care technology, including CCaaS/telephony platforms, workforce management, quality management, call recording, analytics, CRM, chat, secure messaging, email, AI-enabled agent assistance, workflow automation, knowledge management plat form, interaction/speech analytics and related digital servicing tools
2. Define operational business requirements, priorities, configuration needs, and success measures for Client Care technology. Partner with Information Technology and other stakeholders on technology strategy, vendor selection, significant investments, and future-state roadmaps.
3. Manage vendor performance and day-to-day business relationships for Client Care technology and services, including service-level performance, enhancement prioritization, issue escalation, contract input, and evaluation of capabilities; elevate material vendor or investment decisions.
4. Drive consistent adoption and effective use of enterprise CRM and client interaction tools to support accurate documentation, reporting, relationship management, effective referrals, and a 360-degree client view.
5. Advance execution of the enterprise omnichannel service model across phone, chat, secure messaging, email, digital banking, and emerging service channels. Continuously improve call flows, IVR/IVA capabilities, routing, self-service, quality monitoring, analytics, and other technology-enabled workflows to improve both client and colleague experience.
6. Ensure Client Care technology, workflows, and processes integrate effectively with core banking systems and related products, services, and digital platforms, and identify opportunities or issues requiring enterprise technology or process decisions.

Workforce Strategy & Performance Management

1. Lead Client Care workforce planning, forecasting, capacity management, staffing models, scheduling principles, productivity expectations, and resource allocation within the organizational and financial frameworks.
2. Ensure staffing and capacity plans align with client demand, service-level expectations, business continuity needs, strategic initiatives, colleague development needs, and approved budgets; identify emerging capacity needs and recommend staffing or structural changes when appropriate.
3. Establish and monitor key performance indicators, including service levels, abandonment, first-contact resolution, quality results, client satisfaction and feedback, schedule adherence, productivity, digital channel activity, client effort, and other measures of operational effectiveness. Use handle time and similar efficiency measures as diagnostic indicators within the broader client experience and performance framework.
4. Analyze performance, complaints, quality results, client feedback, interaction trends, and operational data to identify root causes, emerging risks, recurring client pain points, efficiency opportunities, and required operational adjustments.
5. Manage Client Care operating expenses within approved budgets and partner with Finance on annual planning, budget development, staffing requests, technology investments, vendor costs, and business cases. Recommend resource changes based on client impact, risk, service performance, operational efficiency, and enterprise priorities.
6. Provide regular performance, capacity, financial, risk, client insight, and operational updates and present recommendations or business cases to senior leadership as appropriate.

Client Experience & Relationship Banking Alignment

1. Ensure Client Care execution consistently reflects the client experience strategy, service philosophy, and relationship-based approach established for Banking Services and Mutual Bancorp's subsidiary banks.
2. Collaborate with business lines to create consistency in processes, messaging, referrals, service recovery, and client interactions across banking centers, contact centers, bank departments and digital channels.
3. Champion end-to-end ownership of client needs and a seamless experience regardless of how a client chooses to engage with the bank, while minimizing unnecessary handoffs and client effort.
4. Establish and oversee a structured Voice of the Client discipline within Client Care, leveraging client feedback, complaints, interaction analytics, quality results, and frontline insights to identify trends and recommend service, product, process, and technology improvements.
5. Ensure Client Care teams are operationally prepared to support product launches, conversion activity, weather events, technology disruptions, demand spikes, and other enterprise initiatives or service events, with clear communication, staffing, escalation, and recovery plans.

Risk, Compliance & Governance

1. Ensure Client Care operations, processes, and technology usage comply with applicable banking regulations, consumer protection requirements, privacy and information security standards, internal policies, and enterprise risk expectations.
2. Partner with Compliance, Risk, Audit, Information Security, Legal, Operations, and other stakeholders to maintain appropriate controls, documentation, quality monitoring, issue management, and governance across supported channels.
3. Ensure client authentication, communications, documentation, complaint handling, escalation practices, and service recovery processes support consistent client treatment and effective risk management.
4. Identify material operational or control risks within Client Care, lead timely remediation within the Director's authority, and escalate matters requiring broader strategic, policy, financial, or enterprise decisions.
5. Lead Client Care business continuity and operational resiliency execution, including readiness for weather events, technology disruptions, unexpected staffing constraints, and elevated demand. Partner with appropriate enterprise functions on broader continuity planning, testing, and recovery strategies.

Leadership & Talent Development

1. Lead, coach, and develop the Client Care Center Managers, establishing clear accountability for operational performance, people leadership, service quality, risk management, communication, and execution of enterprise priorities.
2. Build and sustain a high-performing leadership team and a consistent enterprise culture grounded in collaboration, accountability, continuous improvement, strong colleague engagement, and exceptional client service.
3. Develop organizational capability through recruiting, succession planning, leadership development, cross-training, knowledge sharing, and retention of high-performing leaders and colleagues.
4. Evaluate organizational structure, spans of control, staffing models, role design, and resource allocation; recommend changes to support strategic priorities, business growth, operational efficiency, succession needs, and client demand.
5. Establish clear annual objectives and performance expectations for direct reports; conduct performance evaluations, provide ongoing coaching and feedback, recognize high performance, and address performance gaps promptly.
6. Partner with Human Resources on workforce planning, talent acquisition, compensation recommendations, succession planning, employee relations, organizational design, and performance management initiatives affecting Client Care.
7. Lead regular Client Care management communications to translate enterprise priorities into clear departmental expectations, share performance results and operational changes, surface risks and decisions, and ensure consistent communication through the leadership structure.

QUALIFICATIONS AND EDUCATION:

• Bachelor’s degree required.
• Minimum of 10 years of progressively responsible experience in contact center, client care, customer service or related operations, including at least five years of significant contact center leadership experience.
• Demonstrated experience leading managers and multi-team or multi-site operations is required.
• Banking or financial services experience is strongly preferred, with experience in a regulated environment highly desirable.

KNOWLEDGE, SKILLS & ABILITIES:

• Deep understanding of banking, client service, contact center operations, and relationship-based banking.
• Demonstrated ability to translate enterprise strategy and leadership direction into operating plans, management routines, measurable goals, and disciplined execution across multiple teams and stakeholders.
• Strong knowledge of contact center technology, CCaaS platforms, workforce management, quality management, CRM systems, analytics, IVR/IVA, omnichannel servicing, and performance reporting.
• Ability to evaluate complex operational scenarios, balance client, colleague, risk, financial, and technology considerations, make sound decisions within established authority, and develop clear recommendations for senior leadership when broader decisions are required.
• Demonstrated financial and business acumen, including workforce planning, budget management within approved parameters, vendor management, business cases, and return-on-investment considerations.
• Ability to lead through both direct authority and influence in a multi-bank, shared-services environment while maintaining clear alignment with senior leadership direction.
• Executive-level communication skills with the ability to present complex information clearly, surface risks and tradeoffs, build alignment, and influence decisions across functions and levels.
• Strong analytical, organizational, change leadership, root-cause analysis, and problem-solving capabilities.

COMPETENCIES:

• Enterprise perspective and strategic execution
• Client-centric mindset grounded in retail banking and Voice of the Client insights
• Operational rigor and execution discipline
• Data-driven decision making and sound judgment
• Change leadership, adoption, and continuous improvement
• Collaborative leadership and cross-functional influence
• Talent development and organizational capability building
• Risk awareness, operational resiliency, and accountability in a regulated environment
• Intellectual curiosity and adaptability
• Cybersecurity awareness sufficient to protect the digital environment, the Bank, and its clients