Leads the Service Optimization team - focusing on improving quality, reducing risk and drivingprocess improvement across the Operations Division. Supports the lines of business, performingquality assurance and quality control. Providesvaluablefeedback on trends and issues to improvethe quality of the Operations Division. Responsible for the management of both onshore andoffshore non-exempt and exempt resources

Supports the Consumer Call Center, Commercial Call Centers and Office ofthe President and is responsible for the creation, management and administration of the callcenter customer quality program. Provides valuable customer-feedback on marketing, calltrends, product improvements and competitive intelligence that will contribute to the Bank'ssuccess. This position will interact and communicate to all levels of management within theCall Centers.

Leads and coach a team of approx 15-20 representatives in a manner that ensures high quality customer care focused on building and retaining valuable customer relationships and committed to the delivery of value added products and services. This includes efficient allocation of resources, goal setting, forecasting and flexibility to manage changes. Builds effective and strong team committed to delivering excellent customer care and achieving organizational goals. Accurately assesses strengths and development needs of employees including timely and specific feedback and performance management. Provide each employee with challenging goals, assignments and opportunities for further development. Initiates and develops relationships with others throughout the business unit and the company in order to identify and understand customer and business needs; implement solutions to improve effectiveness and results. Works closely with peers to create and foster a trusting and engaging work environment with a focus on employee retention. Work to create a culture of accountability, integrity and respect. Assist to develop and implement effective policies and procedures to ensure timely, accurate, cost effective and excellent service to our customers. Identify and analyze escalated problems and provide guidance to team members for resolution.