Description
POSITION SUMMARY
The Manager of Communication Services supports the AVP of Communications by managing the day-to-day services provided by the Communications team. They are responsible for coordinating and developing services for credit unions who wish to communicate with their members by aligning services and resources throughout the team. This includes managing daily automated programs, campaigns, and overseeing product development. The Manager leads communication efforts and ensures client satisfaction through coordinating marketing policies and programs. They ensure the team is pushing projects and client onboardings along and setting a standard for procedures and documentation needed. They also create, implement, and oversee communication programs that effectively describe and promote the organization and its products both internally and externally. They also assist with product/service delivery, implementation of services and coordination of contracts and/or exhibits pertaining to services.
ESSENTIAL JOB FUNCTIONS
Responsible for managing the day-to-day team operations for corresponding departments to ensure overall performance meets company objectives including but not limited to coaching, mentoring, developing, hiring, firing, disciplining, motivating, performance reviews, training, goal setting, payroll processing, staff budgeting, and other HR administrative tasks.
Develop communications strategies and lead generation for credit unions using a variety of channels.
Coordinate team marketing activities based on analysis of Leading Indicators, Zendesk usage, email performance reporting, and all other reporting required to ensure quality of service and execution of expected services.
Lead and track all sales efforts for Xtend and the to ensure the profitability or all products lines and services.
Develop current products managed by the Communications team.
Lead the sales effort of Xtend products in the cuasterisk.com marketplace.
Develop communications strategy to inform clients of Xtend requirements and resources.
Develop expert knowledge on electronic communications platforms and training team and clients on tools and software utilized by Xtend.
Ensure products and procedures are well documented and updated.
Assist CEO & AVP of Communications in the development of yearly business and marketing plan and carry out necessary execution related to the plan.
Assist with the budgeting and planning of communications department and initiatives. execute new business contracts and agreements with vendors or distributors for Xtend business units.
Assist CEO & AVP of Communications in coordination on monthly Xtend billing activities. Conduct quarterly audits of credit unions on CU*BASE credit union software and add or remove credit unions from CU*BASE as needed.
Act as first point of contact for enquires from clients, giving and sending information as required. Actively encourage, collect, and collate feedback and data for overall program services.
Prepare and present reports on activities, development, and efficacy of services to the CEO and management team and the Communications team at regular intervals.
Other duties as assigned.
Requirements
JOB QUALIFICATIONS
Bachelor's degree in business or marketing related field or equivalent work experience is required.
Equivalent work experience is equal to 3-4 years of experience working for Xtend or a financial institution or equivalent.
1-2 years management experience is required.
Demonstrated experience and skill in leading and developing people or business lines is required.
Understanding of the credit union and/or CUSO industry is preferred.
Understanding of the privacy and security related to the position and the business units of Xtend and CU*Answers is required.
Prior sales experience, preferably in a bank or credit union environment is preferred.
Experience in a Call Center and/or communications environments both B2B and B2C is required.
Strong negotiation, problem solving, and analytical skills are required.
Strong organizational skills and attention to detail is required.
Understanding of regulations regarding compliance and financial privacy including Telemarketing Rule and GLB.
Proficient in standard office software applications (MS Office).
Ability to meet departmental standards regarding security, quality, efficiency, initiative, teamwork and overall performance.
14. Excellent verbal and written communication skills.
15. Ability to use sound judgment discretion when dealing with confidential and sensitive information.
16. Ability to compose single correspondence or other materials as directed.
WORK ENVIRONMENT & PHYSICAL ACTIVITIES
Xtend operates in a professional office building setting. Some job assignments at Xtend are primarily conducted within the office building(s) while others have moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications section(s) above. Xtend is committed to working with its employees to reasonably accommodate them with the physical aspects of... For full info follow application link.
Xtend maintains a strong policy of equal employment opportunities for all employees and applicants for employment. We strive to be consistent in hiring, training, promoting, and compensating employees on the basis of personal competence and potential for advancement without regard for race, color, religion, sex, national origin, age, sexual orientation, transgendered status, marital status, pregnancy, disability, citizenship, genetic information, veteran or military status, height, weight, as well as other classifications protected by applicable federal, state, and local laws. Our equal employment opportunity philosophy applies to all aspects of employment with Xtend, including recruiting, hiring, training, assignment, transfer, promotion, job benefits, pay, demotion, dismissal, and educational assistance.
