Support Center Manager

Support Center Manager Position: Vice President, Support Center Manager – Miami, Florida. Reports to the Senior Vice President and Chief Operating Officer. Responsibilities Develop and execute a vision for the Support Center that aligns with organizational goals and positions the department as a key driver of customer experience improvement. Champion innovation and modernization efforts, introducing tools and processes that enable scalability and operational efficiency. Lead change management initiatives to transition the Support Center from request intake to a proactive resource for customers and internal stakeholders. Provide inspirational leadership and coaching to build a high‑performing team focused on problem‑solving and continuous improvement. Oversee the design and implementation of streamlined workflows, automation, and advanced reporting to optimize service delivery. Monitor and analyze performance metrics, ensuring service targets, SLAs, and KPIs are met and exceeded. Drive process improvements through data‑driven insights and customer feedback, ensuring sustainable growth and scalability. Collaborate with technology teams to integrate modern systems and tools that enhance efficiency and customer satisfaction. Position the Support Center as a trusted resource for improving customer experience across all touchpoints. Build strong relationships with internal and external stakeholders to identify opportunities for service enhancements. Ensure customer issues are resolved promptly and effectively, with a focus on first‑contact resolution and regulatory compliance. Report to the BSA/AML Officer any unusual and/or suspicious circumstances and/or activity detected. Comply with all policies outlined in the BSA/AML/OFAC Compliance Manual. Qualifications Bachelor’s degree in Business, Operations Management, or a related field; Master’s degree preferred. Minimum of 5 years of leadership experience in operations or customer service within financial services or a similar industry. Proven track record of leading modernization initiatives and implementing scalable solutions. Strong analytical skills with experience in process improvement and technology integration. Bilingual in English and Spanish (spoken and written). Advanced proficiency in Microsoft Office and familiarity with CRM and workflow automation tools. Competencies Partnership‑Oriented – Build and maintain collaborative relationships, fostering trust and mutual respect. Business Acumen – Apply business principles, KPIs, and strategies to make informed decisions. Customer‑Centric – Prioritize customers’ needs and deliver high‑quality service. Innovative – Develop new ideas, leverage emerging technologies, and drive continuous learning. Regulatory & Risk Management – Ensure compliance with changing regulations and manage risks effectively. Hands‑On – Proactively deliver high‑quality results and engage in practical skill development. Accountability – Take responsibility, foster trust, and lead by example. Sustainable Performance – Drive long‑term growth and operational resilience. Benefits Medical, Rx, Dental, Vision – 100% covered by the Bank for all employees; eligible family members covered by group rates. Short‑Term & Long‑Term Disability; Group Term Life insurance of twice the annual salary fully covered. Competitive paid time off and other time‑off policies. Company 401(k) plan with employer match of 100% up to 5% of eligible compensation. Optional supplemental benefits: Voluntary Life insurance, Hospital Indemnity, Critical Illness, Accident Insurance, Cancer Insurance. Flexible Spending Accounts. Company‑sponsored training and professional development opportunities. Employee recognition programs. #J-18808-Ljbffr Helm Bank USA