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First Federal Co-operative Credit Union

Member Experience Manager

First Federal Co-operative Credit Union

  • St. Kitts and Nevis
  • Not disclosed
  • Permanent full-time
  • Updated 06/09/2024
  • Human Resiurces
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The MEM is responsible for leading the Member Services Department and for measuring, monitoring and maintaining a high level of performance and productivity.

The Member Experience Manger is ultimately responsible for the delivery of exceptional service to current and prospective Members through every channel.   The MEM is responsible for leading the Member Services Department and for measuring, monitoring and maintaining a high level of performance and productivity. 

Key Responsibilities
  1. Set team goals and monitor performance.
  2. Onboard and train new staff members
  3. Facilitate ongoing training for employees in the Member Services Department as is necessary.
  4. Set member satisfaction targets and ensure that the targets are met by the team.
  5. Set and maintain all member service procedures, standards and policies.  
  6. Conduct the end-to-end performance management process for direct reports and one up for the team.
  7. Develop strategies to maintain and enhance service excellence; member services, mystery shopper etc.
  8. Verify that all member files are complete with the necessary documents, authorizations, etc. signed off and correctly filed.
  9. Provide upskilling and learning opportunities for team members.
  10. Maintain a professional workspace and workflow.
  11. Participate in promotional/member education activities.
  12. Cross-sell and up-sell products.
  13. Maintain accurate member files and records.
  14. Prepare department budget.
  15. Manage department budget and expenses.
  16. Lead team to overall excellence to include service excellence, regulatory and other targets.
  17. Ensure full adherence to all approved policies and regulations.
  18. Understanding of and Adherence to the AML/KYM Policies and Procedures.
  19. Any other duties that are assigned.
Attributes and Skills
  • Strong leadership and coaching skills
  • Service excellence oriented
  • Strong analytical skills. Able to analyze data and translate results with a view to yielding better solutions.
  • Detail oriented
  • Emotional intelligence.
  • Must be able to multitask and prioritize.
  • Must follow standard operating procedures.
  • Proficient in Microsoft Office
  • Ability to lead leaders
  • Exceptional oral and written communication skills
  • Exceptional time management skills
  • A professional approach to Leadership
  • Team Oriented

Ref: Member Experience Manager
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First Federal Co-operative Credit Union

First Federal Co-operative Credit Union

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