VP, Hub Leader
Core
Lead a 650+ employee Global Servicing Team handling 3.5MM annual calls, managing a $35MM budget, and driving operational excellence in financial services collections and customer service.
Role type
VP, Hub Leader (Operations Servicing)
Builds
Global servicing operations, customer experience, and talent strategies for a virtual workforce
Domain
Financial Services / Collections / Customer Service Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Strategic leadership, budget management, performance metrics analysis, crisis management, talent strategy, digital transformation, stakeholder collaboration, compliance oversight
Preferred skills
Experience in virtual/remote environments, project management, domain expertise in consumer banking or risk management
Technologies
Microsoft Suite (Word, Excel, PowerPoint, Outlook), pivot tables, basic formulas
Responsibilities
Guide Operations Servicing Leaders to optimize processes and automate customer workflows; Own performance metrics and reset strategic direction for the Global Servicing team; Manage a $35MM annual budget for salaries, benefits, and operations; Establish a culture of trust and inclusion across the 800-person Phoenix hub; Build and execute new standards for SYF Works to develop virtual workforce leaders; Partner with technology teams to adopt innovative digital servicing solutions; Design talent strategies to balance staffing needs and reduce attrition; Maintain crisis management protocols and ensure data security compliance
Seniority
Executive (VP), strategic leadership & mentorship