Customer Service Director

Salary $115k+

Objective

To be a strategic internal business partner for Corporate. Responsible for identifying, developing and implementing solutions and strategies that will streamline internal operations while improving customer and corporate client satisfaction levels. Will provide the leadership needed to ensure that the Stock Plans Customer Service team provides a high level of customer satisfaction while meeting the goals of both the Customer Service organization and our key internal partner, Corporate Services. Leads the effort to find ways for our corporate clients to realize the benefits to their employees afforded through their relationship with our company.

Responsibilities

• Responsible for the relationship with Stock Plans customers and by extension the corporate client companies.

• Provides strategic directions on operational issues; assists in the development of operating budgets; staffing; policy and program development; monitors daily work procedures and productivity and assists in escalated problem resolution.

• Must represent the Stock Plans Customer Service organization at Equity Compensation industry events, corporate client advisory meetings, and individual client account reviews as requested.

• Works closely with Corporate Services business leaders to assure goals and service delivery are clear and consistent.

• Responsible for the employment, career development and training, performance evaluations, compensation, employee motivation and counseling of the customer service team.

• Must be available after hours for directions.

• Apply in-depth knowledge of company procedures, securities regulatory requirements, equity compensation programs and other processes to effectively manage responsibilities.

Critical Success Factors

• Ability to motivate, gain the cooperation of others and confidently lead areas of responsibility.

• Directly accountable for results in terms of customer retention, customer satisfaction, and resource allocations.

• Ability to work on multiple projects simultaneously with little or no supervision/direction.

• Knowledge of equity compensation instruments and administration, including exposure to principles included in the Certified Equity Professional (CEP) program.

• Ability to present concepts and performance results to internal and external partners at all organizational levels.

• Extensive knowledge of customer service and call center business principles.

• Ability to interact with and influence external corporate clients and their associates including senior level management.

• Ability to make decisions that favorably impact the direction of areas of accountability.

 
 
Critical Success Factors
 
• Ability to motivate, gain the cooperation of others and confidently lead areas of responsibility.
• Directly accountable for results in terms of customer retention, customer satisfaction, and resource allocations.
• Ability to work on multiple projects simultaneously with little or no supervision/direction.
• Knowledge of equity compensation instruments and administration, including exposure to principles included in the Certified Equity Professional (CEP) program.
• Ability to present concepts and performance results to internal and external partners at all organizational levels.
• Extensive knowledge of customer service and call center business principles.
• Ability to interact with and influence external corporate clients and their associates including senior level management.
• Ability to make decisions that favorably impact the direction of areas of accountability.
• In collaboration with business partners, develops strategic goals for the department and set appropriate goals and objectives for management functions. 

For more information please contact a recruiter at:

Parallel HR Solutions

801-386-8008