Interactive Video Teller Manager

Join our team as a IVT Manager!

Schedule/Location:

Responsibilities:

• Plans, oversees and leads the work of the team to meet departmental and individual operational objectives and goals. Coordinates new employee onboarding, training. Partners with Human Resources and management on hiring, termination, discipline and problem resolution decisions.
• Provides input to leadership regarding team impact and involvement relating to the strategic plan and member experience initiatives. Presents scorecard results and department business plan to branch leadership, VP and Directors. Participates actively in the branch/video teller strategic workforce planning initiatives to understand critical positions, how the video tellers fit into this overall branch strategy and provide feedback on ideas for employee diversity.
• Collaborates with Learning and Development partners to develop and implement IVT training curriculum. Oversees the IVT Sharepoint site and materials as the Content Keeper. Participates on the branch process and procedures committee to ensure all IVT procedures are updated and certified as needed.
• Develops journey mapping strategies for the member experience utilizing the ITMs for transactional branch needs and the employee adoption of the technology in order to increase usage.
• Monitors departmental dashboards and reporting to recognize trends in activity, adoption rates, and hours of use. Determines the correct course of action to resolve current or anticipated issues. Provides analysis to management and participates in leadership discussions related to the success and growth of the channel. 
• Attends quarterly meetings with IT vendors to understand the current and future roadmap for the technology and the enhancements being made to better serve members using the ITMs. Provide technology insight to branch leadership and make recommendations for upgrades/enhancements as needed.
• Actively participates in branch transformation projects and lends expertise for anticipated staffing levels for the channel and collaborate with management on the launch of the technology to ensure successful member adoption rates. Performs onsite coaching at branches in partnership with branch management to help ensure that lobby management and scripting is being followed and monitor how the video tellers are performing through the video sessions.
• Responsible for the coaching and monitoring the IVT team on sales goals, service standards, referrals and incentives paid. Builds relationships with internal partners to ensure that knowledge and training for products is provided.
• Coaches to the service quality review monthly results. Performs observations of live teller sessions, follows up on member survey comments and ensures that departmental overall satisfaction and feel valued goals are met through ongoing coaching of team members.
• Ensures that the appropriate departmental policies and procedures are followed and communicates new or changing procedures to the team through employee departmental meetings and/or 1:1 meetings.
• Responsible for activities aligned to support retention and engagement of the department, such as facilitating “stay conversations”, development plans for future growth, recognition of employees and performance evaluations. Establishes goals for current team members and new hires. Documents employee performance, as needed.
• Coordinates the team schedule to ensure adequate coverage during peak hours and approves employee PTO/timesheets. Communicates scheduling concerns and equipment issues to branch leadership when coverage modification is needed at the branches to fill the staffing gap.
• Communicates directly with Accounting for any balancing or check scanning errors. Assists in the troubleshooting of employee or machine balancing issues.
• Ensures that tickets are opened with Information Technology or 3rd party vendors (QSI, Titan) for equipment issues. Works directly with the Branch Operations Manager through resolution. Communicates to branches as needed.
• Acts as the lead for member escalations through the channel; serves as the first point of contact for employee issues, concerns, etc.
• Lends support to the team when needed by taking member transactions. Leads by example with identifying member referral opportunities and providing exceptional service.
• **Please note this is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications:

• High School Diploma or GED – Minimum
• Bilingual in Spanish preferred
• Associate or bachelor’s degree in business related field – preferred
• 4+ years in customer service, retail, call center or related experience
• 3+ years in management/leadership experience in a fast-paced, challenging, and service-oriented environment
• Outstanding leadership, management, and coaching skills
• A true passion for service, tact, superior judgment, and excellent communication skills are necessary
• Flexibility to work roughly 40 to 45 hours per week between the following hours:
• Monday – Friday: 7:30 am-6:00 pm; and Regular Saturdays: 7:30 am-2:00 pm.

Questions?