Associate Director, Client Care
Job in
Hyannis, Barnstable County, Massachusetts, 02601, USA
Listing for:
The Cape Cod Five Cents Savings Bank
Full Time
position
Listed on 2026-08-28
Job specializations:
-
Management
Client Relationship Management
Job Description & How to Apply Below
Associate Director, Client Care
Salary Grade: 20
The Associate Director, Client Care provides enterprise-level leadership across Mutual Bancorp's Client Care, i.e., contact center environment, ensuring consistent service delivery, operational excellence, and high-quality client experience. This role supports and advances Client Care and Digital Banking Center excellence, client experience, and risk management across Mutual Bancorp's subsidiaries. Reporting to the Managing Director, Retail Services, the Associate Director provides enterprise leadership and direction to the Client Care and Digital Banking Center Managers.
The role is responsible for standardizing operations, optimizing technology, establishing enterprise service standards, and driving continuous improvement to deliver consistent, high-quality client experience across Mutual Bancorp's subsidiary banks.
This position plays a critical role in ongoing strategic leadership of the Contact Center and strategic evaluation, assessing different operational scenarios, client impacts, and service demands, and delivering data-driven recommendations to leadership. In close partnership with senior leadership, the Associate Director contributes to the evolution of the contact center strategy and, upon approval, owns execution, ensuring strategies are implemented effectively and consistently across all contact centers.
The role serves as the business owner for contact center technology and ensures alignment with the banks' retail banking service model and relationship-based approach.
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:
Key Responsibilities
Establish and maintain enterprise contact center operating standards, policies, quality assurance processes, performance metrics, and technology practices to ensure consistent client service, operational efficiency, and regulatory compliance across Mutual Bancorp's contact centers.Ensure consistency in call handling, escalation, documentation, quality standards, and client experience.Partner with Client Care and Digital Banking Center Managers to support service delivery and performance while allowing managers to focus on people leadership and day-to-day execution.Serve as a second-line escalation point for client related, operational, or systemic issues.Technology & Systems Ownership
Serve as the primary business owner for contact center technology, including telephony platforms, workforce management tools, call recording, quality monitoring, and analytics.Supports continuous improvement by evaluating and refining processes, product support, and telephony workflows to enhance client experience, with the flexibility to respond to operational events (e.g., call spikes, weather, system outages, new product rollouts).Drive consistent adoption and effective use of the Synapsys CRM platform to support accurate documentation, reporting, and a 360-degree client view.Partner closely with Information Technology on system enhancements, issue resolution, vendor management, and technology roadmaps.Ensure alignment with the bank's Jack Henry core system and related products and services.Workforce Strategy & Performance Management
Oversee forecasting, staffing models, and scheduling strategies in partnership with Client Care and Digital Banking Center Managers.Ensure workforce plans align with client demand, service level expectations, and budget considerations.Monitor key performance indicators, including service levels, abandonment, handle time, quality scores, and client feedback.Identify trends and recommend performance improvements and operational adjustments.Client Experience & Retail Banking Alignment
Ensure contact center service delivery aligns with the banks' retail banking philosophy, service standards, and relationship-based approach.Collaborate with Retail Banking leadership to align processes, messaging, and client interactions across branches, contact centers, and digital channels.Champion a consistent, seamless client experience regardless of how clients engage with the bank.Risk, Compliance & Governance
Ensure contact center operations and technology usage adhere to applicable banking regulations, consumer…
Position Requirements
10+ Years
work experience
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