Head of Financial Institution, Customer Experience

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $128.1k - $160.1k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 0%

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Brink’s Inc

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1859

📦 Logistics

🔐 Security

🚗 Transport

💰 $800M Post IPO debt on 2024-07

Logistics • Security • Transport

Brink’s Inc is a global leader in secure logistics and cash management, providing armored transport, secure storage, integrated logistics and associated security services for valuables such as currency, precious metals, jewelry, fine art, electronics and pharmaceuticals. With more than 160 years of experience and operations in over 100 countries, Brink’s serves banks, retailers, governments and businesses with end-to-end secure supply chain, cash handling and financial solutions.

📋 Description

• Provide strategic oversight for multiple levels of management and Customer Care teams supporting large financial institutions • Lead program and account management for Brink’s largest and most complex customers • Coordinate new implementations and service changes with internal project teams • Serve as the final escalation point for customer service issues, cases, and claims across multiple regions • Drive root cause analysis and resolution planning with Continuous Improvement and Product teams • Champion customer journey mapping and continuous improvement across service touchpoints • Collaborate cross-functionally to optimize back-office and service delivery processes • Lead internal and external business reviews on quality, performance, and strategic initiatives • Manage and develop a high-performing leadership team • Own customer communications and executive-level reporting for strategic accounts • Define and execute customer experience strategies aligned with enterprise goals • Lead end-to-end customer journey design and optimization • Use analytics and customer insights to inform strategy and measure success • Lead continuous improvement and modernization initiatives • Engage National Product, Regional Vice Presidents, Brink’s Executive Team, Account Executives, and Continuous Improvement stakeholders • Prepare for QBRs, resolve major service escalations, develop interim contracts and renewals, assess new-business feasibility and cost, and oversee implementation

🎯 Requirements

• Minimum: Bachelor’s degree or higher • 15+ years of professional experience • 7+ years in customer experience and/or service background within logistics or banking • Functional experience in project management, treasury, or cash management • 7+ years in armored logistics preferred • Master’s degree preferred • Experience managing multi-tiered customer care operations in financial, banking, or logistics settings • Knowledge of lean/process improvement methodologies • Strong consultative, analytical, and problem-solving skills • Excellent interpersonal, communication, and presentation abilities • Strong business acumen and relationship-building capabilities • Collaborative leadership style with proven ability to lead large, diverse teams • Demonstrated proactive leadership with ability to anticipate needs, drive innovation, and lead change • Passion for continuous improvement and operational delivery excellence • Ability to influence decisions and outcomes across multiple levels of the organization

🏖️ Benefits

• Equal opportunity/affirmative action employer • Drug-free workplace