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Voice of the Customer Implementation & Improvement Manager

Company: MUFG Union Bank
Location: Sacramento
Posted on: April 9, 2021

Job Description:

MUFG is committed to the safety and well-being of our colleagues, clients, candidates, and the community as we manage the current COVID-19 pandemic. During this time, as we continue to recruit and hire exceptional talent to join our team, we are taking the necessary precautions to limit in-person contact, aligned with Federal, State, and local health recommendations and requirements. All interviews are being conducted remotely via Skype, FaceTime, or phone. Additionally, we have implemented remote on-boarding for new colleagues, as appropriate. Thank you for your interest in exploring career opportunities with MUFG. Voice of the Customer Implementation & Improvement Manager, Vice President Are you passionate about creating an exceptional client experience? Discover your opportunity with Union Bank--, a division of the Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world. At Union Bank, we have our clients' best interest in mind and draw on more than 160 years of experience to understand their distinct needs to tailor our solutions. We're part of 180,000 colleagues around the globe striving to be the world's most trusted financial group, knowing that trust starts with a culture of putting people first and empowering you to achieve your potential. Join Union Bank, where being inspired is expected and creating results is rewarded. The VoC Implementation & Improvement Manager is responsible for directly supporting multiple LOB areas in the implementation of Voice of the Client (VoC) initiatives. These VoC initiatives have significant client impact and involve internal resources and partnerships. Initiatives include implementation approach development, supporting LOB managers in all related implementation efforts and behavioral change management to improve client and employee experiences. Exercises sound business judgment in managing the initiation, planning, and execution of assigned VoC programs. Major Responsibilities:

  • VoC Improvement Programs - Design, set up, support, track and report on LOB execution of VoC Improvement programs designed to improve client satisfaction and advocacy, e.g., education sessions, coaching sessions to review performance, action plan development and execution, reporting to key stakeholders, etc.
  • VoC Initiative Implementation - Support LOB management in implementation of VoC initiatives: In collaboration with LOB management, design approaches and timetables to successfully implement new VoC tools that will infuse VoC into client segments.
  • Advice - Provides information, recommendations and coaching to internal business partners as appropriate. 30%
    • VoC Initiative Support - Support LOB management in the ongoing use of VoC tools to improve client & employee experience: By monitoring reporting and 1-to-1 observations with mid-level and senior managers, assist LOB management to ensure regular engagement by LOB managers in the ongoing use of VoC data. Where low usage of VoC tools is identified, lead root cause engagement sessions to identify reasons for low VoC tool adoption within the LOB Support LOB managers and the broader CE team to progress resolution for reasons of low VoC tool adoption.
    • Maintain and Promote CE Awareness/Expertise: Gathers and maintains awareness of current information on competitive programs, products, sales strategies and marketing programs that affect the client experience.
    • Regularly reviews client insight data to monitor trends and identify potential issues and solutions for improving client experience.
    • Engage with Agile project teams to ensure use of CE Experience Design principles in RB client-impacting projects.
    • Represent Client Experience at LOB cross-functional projects that touch the client or employee experience.
    • Identifies and requests additional research for use in decision-making to improve the client experience.
    • Ensure adherence to all bank policies relative to Regulatory Compliance such as the Bank Secrecy Act, USA Patriot Act, Anti-Money Laundering Act, Privacy Act and Regulations Q & X (RESPA).
    • Certification that all related forms such as Customer Identification Program (CIP), Know Your Customers (KYC), Suspicious Activity Reports (SARS), Currency and Transaction Reporting (CTR), etc. and verify related tasks are completed within assigned time periods.
    • Actively participate in any required corporate and business line Compliance Training. Qualifications: Education, Licensure, Year of Experience (and type of work experience):
      • Bachelor's degree required.
      • 5-10 years Financial services/banking.
      • 5+ years of managing seasoned talent at diverse management levels.
      • Minimum 3+ years of experience in managing or directly supporting VoC programs.
      • Some experience in managing cross-functional programs.
      • Some experience in training desired.
      • Customer Experience Certifications a plus, e.g., CXPA
      • Excellent understanding of banking environment, good and broad understanding of banking client segments and channels, e.g., retail, small business, branch sales and service, call center service, etc. Knowledge, Skills, Abilities:
        • Strong verbal and written communication skills.
        • Excellent coaching skills.
        • Strong understanding of client experience management processes.
        • Planning and organizing skills.
        • Good Analytical skills.
        • Detail-oriented The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category. A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses. We are committed to ensuring that our online application process provides an equal employment opportunity to all applicants, including individuals with disabilities. If you are an applicant with a disability, or are assisting an applicant with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-866-275-4717 or email us at . Include your contact information and specific details about your requested accommodation. We are proud to be an Equal Opportunity/Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

Keywords: MUFG Union Bank, Sacramento , Voice of the Customer Implementation & Improvement Manager, Executive , Sacramento, California

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