First Federal Co-operative Credit Union Limited is a fast-growing financial institution with three full-service branches in St. Kitts and Nevis. We are seeking an experienced and results-driven Member Experience Manager.
Key Duties and Responsibilities (include but not limited to)
- Set team goals and monitor performance.
- Onboard and train new staff members
- Facilitate ongoing training for employees in the Member Services Department as is necessary.
- Set member satisfaction targets and ensure that the targets are met by the team.
- Set and maintain all member service procedures, standards and policies.
- Conduct the end-to-end performance management process for direct reports and one up for the team.
- Develop strategies to maintain and enhance service excellence; member services, mystery shopper etc.
- Verify that all member files are complete with the necessary documents, authorizations, etc. signed and correctly filed.
- Provide upskilling and learning opportunities for team members.
- Maintain a professional workspace and workflow.
- Participate in promotional/member education activities.
- Cross-sell and up-sell products.
- Maintain accurate member files and records.
- Prepare department budget.
- Manage department budget and expenses.
- Lead team to overall excellence to include service excellence, regulatory and other targets.
- Ensure full adherence to all approved policies and regulations.
- Understanding of and Adherence to the AML/KYM Policies and Procedures.
- Any other duties that are assigned.
Preferred Education and Experience
- Masters degree in Business Administration, Management Studies or related field.
- At least 7 years’ experience in a Leadership role.
- Previous experience in a financial institution would be an asset.
- Previous experience in customer/member support, client services, sales or related field.
Minimum Required Skills, Abilities and Personality Traits
- Strong leadership and coaching skills
- Service excellence oriented
- Strong analytical skills. Able to analyze data and translate results with a view to yielding better solutions.
- Detail oriented
- Emotional intelligence.
- Must be able to multitask and prioritize.
- Must follow standard operating procedures.
- Proficient in Microsoft Office
- Ability to lead leaders
- Exceptional oral and written communication skills
- Exceptional time management skills
- A professional approach to Leadership
- Team Oriented
To apply, email your résumé and cover letter to hr@firstfederalcreditunion.com by Friday, September 27th 2024.