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Job Summary
The Team Lead leads a functional team of call center associates that support various inquiries. As a Team Lead, they ensure proper procedures are completed and respond to requests are accurate to minimize regulatory and procedural compliance risk. The Team Lead ensures that SLAs and productivity goals are met and may resolve requests requiring elevated security and ensures that associates have positive interactions with customers. In addition, this role is responsible for delivering against a number of KPIs inclusive of both production and quality metrics. The Team Lead communicates gaps with processes to the Manager along with participating in the resolution.
Essential Job Functions
- Quality Management - Executes and provides support of quality monitoring that is critical to driving a high level of quality assurance for business units operating within our Care Centers. The position will also provide oversight in managing escalated appeals, internal audits, and calibration activities, while also supporting the monitoring targets and meeting the established performance standards. Leads with review and approval of scoring guidelines within the telephony system which will include design, development, and consultation of new and existing controls and monitoring activities.
- Strategic Leadership - Activate and evolve the departmental strategic initiatives to strengthen and achieve organizational alignment, performance, accountability, control measures and cultural acceptance of these supportive functions. Influences change prioritizes efforts on critical initiatives and works to identify and find solutions to opportunities. Negotiates facilitates and presents information in an articulate, professional manner.
- Compliance - Responsible for ensuring the department adheres to all bank policies, including regulatory timeframes, internal SLAs and compliance to the processes. Building, implementing, and executing on the strategies for the department while working with internal business partners to ensure all first line of defense functions are completed efficiently and effectively. The lead must be knowledgeable in the regulations and guidelines pertaining to the department. The position will also provide oversight in managing escalated appeals, internal audits, and calibration activities. Applies knowledge of Microsoft Office tools such as Word, Excel, PowerPoint, and Teams to execute daily work.
- Team Leadership - Oversee day-to-day operations. Lead, motivate, and develop a team of associates across the different functions focusing on driving business results and quality improvements, and optimizing team efficiency and effectiveness. Advancing the team's growth and development. Maintain employee work schedules including assignments, job rotation, training, vacations, and paid time off, telecommuting, capacity planning and overtime scheduling.
- Knowledge & Relationship Management - Cultivate and maintain active relationships with key business partners, driving sponsorship engagement including awareness, desire, knowledge, ability, and reinforcement. Remain knowledgeable of Regulatory requirements and Procedural guidelines to maintain applicable industry, business, and operational acumen and to ensure testing attributes are aligned and share relevant information to appropriate audiences. Interacts with and influences all levels of management across the business.
- Thought Leadership -Monitors team performance and reports on metrics. Oversee the efforts to collect and analyze monthly results, identify trends in monitored activities, share learnings and knowledge, recommend process improvements as appropriate, and provide visibility through reporting and actionable insight. Demonstrates outstanding Verbal and Written Communication skills when working with internal and external partners. Effective adaptability through change, both planned and unexpected.
- Performance Management – Drive performance management and deliver expected results through continuous improvement, goal setting, feedback, and performance development planning. Provide effective performance feedback through employee recognition, rewards, and disciplinary action, in line with HR policies.
Reports to:
Manager or above
Working Conditions/ Physical Requirements
- Office environment/Hybrid
Direct Reports:
15-30
Minimum Qualifications
- Bachelor's Degree in Arts, Science, Commerce, Management, or equivalent
- Eight or more years’ experience in a related customer service environment
- One year, or more, of leadership experience
- Must be able to pass an English Assessment
Preferred Experience
At least three years in a leadership role.Experience leading analysis of data trends and root causes.Experience in banking operations/consumer lending and regulatory environments
Other Duties
This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.
About Bread Financial
At Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be part of our award-winning culture. We’ve been consistently recognized as a best place to work nationally and in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.Bread Financial® (NYSE: BFH) is a tech-forward financial services company that provides simple, personalized payment, lending, and saving solutions to millions of U.S consumers. Our payment solutions, including Bread Financial general purpose credit cards and savings products, empower our customers and their passions for a better life. Additionally, we deliver growth for some of the most recognized brands in travel & entertainment, health & beauty, jewelry and specialty apparel through our private label and co-brand credit cards and pay-over-time products providing choice and value to our shared customers.To learn more about Bread Financial, our global associates and our sustainability commitments, visit breadfinancial.com or follow us on Instagram and LinkedIn.
- All job offers are contingent upon successful completion of credit and background checks.
- Bread Financial is an Equal Opportunity Employer.
Job Family
Care Center Operations
Job Type
Regular
