Commercial Support Center Manager

Make banking a Fifth Third better® We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank. GENERAL FUNCTION: Senior level contact center leader responsible for commercial client service across multiple sites onshore and offshore. Provide strategic and tactical leadership and direction to the Commercial Support Center managers, supervisors and team members to meet departmental service level, financial, productivity and employee engagement goals. Represent the Commercial Support Center and Commercial Operations in initiatives and projects across the Bancorp with a focus on client experience, service level targets, employee experience, business growth and process scalability. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types. ESSENTIAL DUTIES AND RESPONSIBILITIES: Set and achieve performance targets for Commercial Support Center. This includes, client satisfaction, financial performance, employee development and engagement targets. Partner closely with Commercial Bank stakeholders to ensure strong partnership focused on strategic initiatives, core business/contact center performance and change management. Work with appropriate stakeholders to anticipate changes to call volume and champion development of appropriate staffing and training plans to ensure client experience and employee engagement targets are met. Design initiatives and procedures to improve efficiency (leveraging Lean Six Sigma tools and experience) and to maintain compliance with regulatory guidelines. Respond to changing circumstances and provide and execute solutions with agility. Evaluate and enhance process controls as necessary to reduce risk and improve efficiency. Promote teamwork and cross training. Act as a liaison and subject matter expert for internal and external Audits and Examinations, as well as special projects as assigned. Responds to complex questions from customers and internal staff members regarding area activities. SUPERVISORY RESPONSIBILITIES: Responsible for providing employees timely, candid and constructive performance feedback, developing employees to their fullest potential and providing challenging opportunities that enhance employee career growth, developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments. MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED: Bachelor’s degree or equivalent experience. Five to seven years of Banking operations experience in Call Center Service or comparable area. Five to seven years of leadership experience. Strong leadership skills, ability to collaborate and build relationships. Initiative, a detail orientation, strong analytical skills, and decisive decision-making skills. Excellent communication skills (verbal, written). Demonstrated ability to communicate with all levels of the organization. Ability to multi-task and be flexible. Experience with Microsoft office products, such as Access, Word, Excel, PowerPoint and Outlook. Commercial Support Center Manager LOCATION -- Cincinnati, Ohio 45227 Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.