Managing Director - Client Services and Operations, Channel Delivery & Innovatio

The Managing Director of Channel Delivery & Innovation

The Managing Director of Channel Delivery & Innovation manages people, budgets, expenses, processes and tools to align, calibrate and deploy the organization’s technology strategy to enable the business to achieve its goals.

Key Responsibilities and Duties

This position oversees the relationship/interface between Information Technology (IT) and the business while setting the direction on the vision and strategy for the contact center technology ecosystem. This role has extensive accountability for modernizing the company’s contact center environment, including and not limited to the telephony/cloud infrastructure, artificial intelligence and machine learning in the IVR and Desktop, simplifying the associate desktop to drive efficiency with a great experience, and advancements in our digital and Omni-Channel capabilities. The individual will also be responsible for managing a team of managers, subject matter experts, or multiple teams delivering an initiative, project, service, etc., as well managing/owning certain functions for the NCC and the Enterprise. This role has significant impact on the experiences for TIAA’s 4 million participants, over 1.2 million annual IVR self-service interactions, and over 800 associates servicing retirement and brokerage.

Establishing Vision/Strategy

• Responsible for setting the vision & strategy for how the contact center channels will mature and advance to meet continuously evolving customer & business needs.
• Identifies and researches new technologies and processes and provides recommendations for acquiring, integrating, extending, customizing and eliminating technology.

Technology & Operational Support

• Identifies improvement opportunities through listening to our customers and associates via feedback channels like Ideas Lab, call listening, and direct customer feedback to provide a "voice" of the NCC.
• Partners through strong relationships to influence enhancements & solutions enterprise-wide.
• Accountable as "Chief Product Owner" for IVR, Routing, Associate Desktop, Salesforce and various digital channels such as Live Chat, Automated Assistant, Co-Browse, and productivity Bots.
• Ownership for Authentication Process within the associate servicing and telephony channel, in close partnership with Risk and Fraud. Additionally provides input to and influences the Digital space.
• Partner with IT development teams to test and implement enhancements based on business need.
• IVR oversight and implementation.

Business Transformation

• Accountable to make the case for Strategic Investment to modernize the technology that enables the business and improves the customer experience.
• Manages the development, implementation and support of technologies to achieve business objectives with a significant focus on transformation activities to modernize the contact center.
• Accountable for oversight of the NCC Robotics & Automation factories inclusive of process guidance platforms such as Walk Me and Standard Work.

Program & Change Management & Execution

• Acts as Business Execution Lead & Change Execution lead for strategic programs for the Enterprise Program Management Office (EPMO).
• Accountable for business case commitments driving outcomes for reduced expenses, revenue, and/or customer experience metrics.
• Provides leadership and coordination for Program routines including program updates, Stakeholder Forums, and Steering Committees.

Relationship Management / IT Liaison

• Acts as the main point of contact/interface with the IT organization and establishes routines and communication protocols to ensure awareness of changes, escalation of critical issues, and technology strategy alignment.
• Works with IT to develop schedules and plans for application deliverables. This involves making decisions by considering the strategy commitment, resource needs, business risk, implementation schedules, issue escalation and resolution, and business readiness.
• Authorized to make decisions on behalf of the business regarding IT remediation approaches, issue escalation and resolution, and related impacts to the business.
• Partner with technology team to address technical impacts to the business.

Continuous Improvement

• Promotes opportunities for continuous improvement and ensures the availability of resources to accomplish periodic reviews of the current environment to identify areas for improvement in processes, procedures and standards.

Retirement and Brokerage Associate Readiness Tools

• Deliver readiness tools for people, process, regulatory, desktop and other technology changes.
• Ensure adequate assessment of changes for impacts and readiness needs.
• Create technology readiness plans, aligning adequate resources and engaging partners to deliver just in time activities to ensure employees are aware and informed in order to answer customer concerns or questions.

People Development & Management

• Fulfills all management responsibilities for a team of Managers and Subject Matter experts (SMEs).
• Coaches and develops a team by identifying areas of strength and opportunities for improvement, setting and measuring goals, and ongoing performance conversations.
• Champions a culture of AI/ML by encouraging learning and development and critical thinking to ensure an audit-proof environment.

Qualifications

Required

• 10 Years Required
• Must have 10 or more years of experience as a Business Integration Manager
• Must have 7 or more years of experience with IVR/Telephony Platform
• Salesforce experience
• Genesys experience

Preferred

• University (Degree)
• Experience in Vendor management
• Experience with Bots and AI/ML
• Experience in authentication space
• Salesforce integration and/or implementation experience
• Automation
• Business Analysis
• Business Process Improvement
• Conflict Management
• Consultative Communication
• Continuous Improvement Mindset
• Executive Presence
• Financial Risk Management
• Problem Solving
• Quality Management
• Relationship Management
• Story Telling
• Test and Learn Mentality

Physical Requirements

Sedentary Work

Career Level

11PL

Base Pay Range

$176,000/yr - $247,000/yr

Equal Opportunity

We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.

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