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Service Delivery Manager

Company: Consumers Credit Union
Location: Gurnee
Posted on: March 16, 2023

Job Description:

DescriptionConsumers Credit Union is a top-rated credit union in Illinois and we're hiring! The Member Experience department is growing, and we are looking to add a Service Delivery Manager to help build out the Service Delivery team and operations alongside the VP, Member Experience & Product Strategy. This is a great new opportunity for an experienced service leader who has a successful track record of team development, coaching, leadership and communication skills, data driven and a champion for change!
This is a "flex" position with work from home days along with onsite days based at our Gurnee corporate office. In 2023, we will move to our new location in Lake Forest but will still offer a flex schedule!
What you'll do:
As a Service Delivery Manager, you'll lead a team of 4 service delivery coaches. Develop and lead our internal coaching program by collaborating with leadership and management to develop and execute goal and performance objectives while maintaining consistency across the organization. You'll also work with department leads and teams to identify issues and gaps and work to ensure the appropriate support and education are in place to close those gaps.
Your Key Responsibilities:

  • Collaborating with management to understand organizational and departmental objectives as well as identify top priority areas and coaching needs. Making decisions that develop and build strategies for coaching staff to address needs.
  • Identifying knowledge gaps and design, develop, and deploy learning assets strategically across the organization in order to provide in-depth knowledge and support to staff to close the knowledge gaps.
  • Driving consistency between key coaching messages, practices and responses as well as ensuring alignment with departmental and organizational goals and to improve coordination and alignment between teams.
  • Creating and managing the intake process for the shared service delivery and coaching resources including developing coaching/engagement programs to provide structure to the department engagement with stakeholders.
  • Leading a team to meet objectives and goals. This will include coaching, mentoring and developing staff.

    What we're looking for:

    • Bachelor's Degree in Business, Change Management, Human Resources or Related.
    • 5+ Years' Experience in Change Management, Staff Coaching, Human Resources, Learning and Development, Coaching or Related.
    • 2+ Years' Experience in People Management.
    • Ability to build effective relationships across the organization.
    • Ability to present to various levels within the organization.
    • Excellent problem solving, time management, and organizational skills.

      At CCU you'll enjoy:
      An awesome culture that appreciates hard work and delivers on fun, collaboration, respect, and innovation. Add competitive pay, an annual bonus program and a company that believes in developing our employees to their fullest potential and we're the total package!
      CCU offers a comprehensive benefits package. Here's a sneak peek:

      • Multiple plan options for medical and dental, vision coverage, tax-advantaged spending accounts, employee assistance program, tuition assistance, paid parental leave, and more.
      • 11 company paid holidays + CCYou Day (flex day that you decide when to use each year)
      • Generous paid time off - new hires accrue up to 4 weeks of PTO in the first year!
      • FREE basic life, FREE short term and FREE long-term disability insurance. And we have a FREE employee-only fitness center!
      • Retirement plans - We've got two of them! A 401k with company matching, and a pension plan that is fully funded by CCU.

        More about CCU
        We're Consumers Credit Union (CCU) and our mission is to empower our members to live better lives.
        We're a financial institution just like a bank, except not exactly. Banks have customers, but because we're a not-for-profit, member-owned credit union, we have members. And because we're not a bank, we don't drive up profits just because shareholders demand it. Instead, we focus on driving up member happiness through low loan rates, high deposit rates and low- or no-fee products and services. We focus on things like transparency, simplicity, helpfulness, integrity, positivity and inclusion - and we always put our members first.
        In fact, we serve over 200,000 members and have over $3 billion in assets. We employ nearly 500 people in the Chicago area and have 16 branch locations in Illinois. We offer access to a national shared branching network, and more than 80,000 surcharge-free ATMs worldwide. And although we've been around for over 90 years, we're just getting started!
        Equal Opportunity Employer
        CCU complies with the requirements and spirit of the law in the implementation of all facets of equal opportunity in employment. There will be no discrimination on the basis of race, ancestry, color, religion, sex, sexual orientation, gender identity, marital status, pregnancy, age, national origin, citizenship, disability, genetic information, military status (including unfavorable discharge from the military), criminal or arrest history (unless job related), crime victim status, or any other protected characteristic in the recruitment, selection, training, utilization, promotion, termination, or any other employment actions or term and condition of employment. CCU complies with applicable state and local laws governing non-discrimination in employment in every location in which CCU has facilities.
        We are committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. If reasonable accommodation is needed to participate in the job application or interview process, please contact our Human Resources team at: HR_Dept@myconsumers.org or 877-275-2228.

Keywords: Consumers Credit Union, Waukegan , Service Delivery Manager, Executive , Gurnee, Illinois

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