U.S. Bank Contact Center Shared Services- Communications Manager in MINNEAPOLIS, Minnesota

The Contact Center Communications Manager will have responsibility for communications operations spanning all of our contact center operations. This functional area drives a great deal of customer and employee experience and performance impact for our contact centers and therefore requires a leader with extensive experience and a long record of accomplishment.

The leader will:

  • Manage team of 3-5 direct reports, working in close coordination with Corporate Communications and line of business Communications professionals (having communications responsibilities for contact centers as well as a broad array of other departments). The team may be distributed across multiple sites and some members may be dedicated to specific contact centers or lines of business. Contact Center Communication services will be provided across all contact centers and lines of business.

  • Develop tailored Communications philosophy, policies, processes and programs considering, geography, employee and customer experience as well as our compliance requirements for our contact center agent, management and shared services employees.

  • Ensure contact center Communications staff has tools necessary to effectively deliver Communications services.

  • Develop and maintain strong relationships with all contact center leaders, across all lines of business.

  • Report Communications status and escalations within and across lines of business; assess and advise management on effectiveness of programs and practices.

  • Work across lines of business, interface with internal and external contributors to prioritize resources and ensure successful contact center Communications operation.

  • Analyze, recommend, negotiate and maintain vendor contracts where required; ensure relationships are managed in a cost effective manner and evaluate the quality of all services and costs on an on-going basis; prepare and maintain vendor resource guide.

  • Lead and coach team on pursuit of process improvements to increase overall contact center effectiveness, increase employee and customer satisfaction.

  • Define, document, share, advocate and adopt best practices for contact center Communications services across the bank’s contact centers.

  • Collaborate with other Shared Services group leads to create bench strength within the Shared Services group and develop a plan to ensure employees have the opportunity to grow both within and across contact center positions.

  • Represent the contact centers in working groups and project teams to set direction of contact center Communications at U.S. Bank.


Basic Qualifications

  • Bachelor's degree, or equivalent work experience

  • Eight to ten years of experience in communications activities

Preferred Skills/Experience

  • Undergraduate degree; advanced degree strongly preferred.

  • 8 - 10 years in employee communications; 2 or more years in Communications for regulated institutions strongly preferred.

  • 5 or more years in managing Communications professionals and/or managers/supervisors and large programs.

  • Knowledge of contact center operations, processes and technologies preferred.

  • Demonstrated experience in working in a matrixed management structure strongly preferred.

  • Demonstrated ability to drive performance.

  • Experience in setting and exceeding goals.

  • Ability to creatively solve problems and accomplish goals.

  • Prior success in creating new departments or teams strongly preferred.

  • Strong communication and team building skills.

  • Clear ability to develop strong interpersonal relationships.

  • Strong ability to work via collaboration.

Job: Marketing / Communications

Primary Location: Minnesota-MN-Minneapolis

Shift: 1st - Daytime

Average Hours Per Week: 40

Requisition ID: 170023882