Director, Client Care

1500 Iyannough Road
Hyannis, MA 02601, USA

• Pay or shift range: $ USD to $ USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Salary Grade: 22

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.

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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
• Define operational business…