Director of Self Service Channels

This position will work within the Financial Services Operations Centralized Services Department. Operation spans across all functional processes for all of our products (Life/Health Insurance, Annuities, Mutual Funds and Brokerage Services) and incorporates Field and Member services. The position will report to the Vice President and improve business processes in the areas of cost, timeliness and quality while aligning with strategic growth initiatives.Requirements:
3-5 years of experience in setting up and managing self service channels within a Financial Services organization.
5+ years of experience leading teams within a unit or project.
Ability to lead improvement initiatives that result in measurable growth in return on investment, economic value added, Field/member satisfaction and retention, market share, time to marke and self service
Strong knowledge and understanding of technologies that support the various service channels, (CTI, Web, IVR …) and how to best leverage those technologies to achieve business results and improved customer experience.
Self-motivated with leadership skills
Strong communication, problem solving, decision making with analytical skills and process orientedWhat type of work would this position be responsible for:
Partners with respective departments to advocate and coordinate initiatives.
Mapping operational processes; data gathering and analysis of processes
Directing others in the creation of standardized operating procedure documentation
Provide business leadership to critical strategic projects - such as assessment and implementation of comprehensive self-service strategy within small market.
Accountable for the overall Self-Service planning process and partnering with Sales, Marketing, Product, Call Centers and IT to ensure alignment.
Owner of the program management function for Self-Service initiatives and responsible for the ongoing monitoring of results to plan.
Responsible for working collaboratively with key business leaders across Thrivent to negotiate key business elements critical to self-service strategies and partners objectives.
Accountable for the direct linkage of Self-Service strategy to the ''Voice of the Customer'' by partnering closely with Sales, Market Research and Channel Owners.
Establishes and manages the client management process for the self-service efforts; including management processes, reporting capabilities, establishing client satisfaction metrics, managing plans for continuous growth of the client base.As part of Thrivent Financial's hiring process, a verification of a candidate's background will be made to complete the hiring process. In addition, fingerprints will be taken upon hiring into the Financial Services Operation organization, for submission to the Federal Bureau of Investigation for review against nationwide fingerprint records.
REQUIREMENTS
Please see Job Description