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Omni Channel Service Director in Columbus at Huntington

Date Posted: 6/5/2018

Job Snapshot

Job Description

Detailed Description
Huntington has embarked on a journey to invest in, and optimize for, our customer's Omni Channel experience. Huntington will focus on improving customer sales and service experiences by designing journeys around a simplified (e.g. digitization) customer experience, and deploying to multiple channels (e.g. front-line bankers) to ensure a simple, easy and seamless customer experience.

The Omni Service Director will be a key contributor in this journey, working across segments, products and channels, to put in place a framework to measure and optimize service across all channels.

Responsibilities include:

Oversight of service experience, across channels, including:

  • Enhancement of Customer & Colleague satisfaction throughout service process
  • Responsible for the migration of service transactions to digital channels
  • Serve as subject matter expert for services journey with an emphasis on identifying pain points and identifying a simplified, integrated and digitized service experience across channels.
  • Responsible for creation & monitoring of Omni service KPI's (e.g. service requests, customer experience / satisfaction, etc.).
  • Works directly with Channel, Segment, Product and Customer Advocacy to identify opportunities to drive the Omni sales agenda.

Basic Qualifications:

  • Bachelor's, or higher, degree in business, accounting, finance, economics, marketing or related field required
  • 7+ years of business experience working in Financial Industry in a sales or sales support function

Preferred Qualifications:

  • Masters' degree
  • 5 Years Leadership Experience
  • Experience with Financial products including Deposit, Lending, Investment, across various segments
  • Ability to develop, refine and execute the Omni Sales strategy
  • Ability to effectively work in a matrixed organization with colleagues across various reporting structures
  • Ability to educate and drive cultural awareness of Omni Channel strategy and opportunities
  • Excellent influencing, consulting and communication (both oral and written) skills, with the ability to successfully interact with and relate complex technical information to multiples audiences in business terms
  • Ability to independently manage multiple work efforts, including driving to execution, through key stakeholders across the bank
  • Strong research and analytical skills with an ability to innovate (ie. Think outside of the box) to come up with optimal solutions
  • Methodological thinker, with strong experience with process / journey mapping (eg. Operational or Systems)
  • Efficient with Microsoft Office tools (Word, Excel, Visio, PowerPoint, Outlook), SAS, SQL
  • Ability to communicate with all levels of management
  • Acute attention to detail with an ability to identify or discover trends or themes
  • Ability to clearly articulate methodology for issue resolution to complex problems
  • Analytical thought process and ability to determine paths of action and make recommendations to remediate issues
  • Previous success in implementing simple and efficient service automation programs and processes
  • Problem Solving and Critical thinking, with the ability to identify root cause and proper solution
EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details. Huntington does not accept solicitation from Third Party Recruiters for any position.
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