Huntington National Bank Omni Channel Service Director in Columbus, Ohio

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: To demonstrate our commitment to health and wellness, Huntington will not hire any candidate who uses tobacco or any nicotine product including, but not limited to, cigarettes, cigars, pipes, smokeless tobacco, chewing tobacco, snuff or snus, nicotine gum, the nicotine patch or any other kind of nicotine replacement product (where permitted by applicable state law). Candidates applying for positions in those states will be notified of this practice during the recruitment process and, if offered a position, will be screened for cotinine (to check for use of tobacco and/or nicotine products and/or nicotine replacement therapy products) before they begin employment. If the position to which you're applying is covered by this practice, the job application will provide greater detail as to what constitutes tobacco use.

Huntington does not accept solicitation from Third Party Recruiters for any position.