Support Center Manager

Support Center Manager

Position: Vice President, Support Center Manager – Miami, Florida. Reports to the Senior Vice President and Chief Operating Officer.

Responsibilities

• Develop and execute a vision for the Support Center that aligns with organizational goals and positions the department as a key driver of customer experience improvement.
• Champion innovation and modernization efforts, introducing tools and processes that enable scalability and operational efficiency.
• Lead change management initiatives to transition the Support Center from request intake to a proactive resource for customers and internal stakeholders.
• Provide inspirational leadership and coaching to build a high‑performing team focused on problem‑solving and continuous improvement.
• Oversee the design and implementation of streamlined workflows, automation, and advanced reporting to optimize service delivery.
• Monitor and analyze performance metrics, ensuring service targets, SLAs, and KPIs are met and exceeded.
• Drive process improvements through data‑driven insights and customer feedback, ensuring sustainable growth and scalability.
• Collaborate with technology teams to integrate modern systems and tools that enhance efficiency and customer satisfaction.
• Position the Support Center as a trusted resource for improving customer experience across all touchpoints.
• Build strong relationships with internal and external stakeholders to identify opportunities for service enhancements.
• Ensure customer issues are resolved promptly and effectively, with a focus on first‑contact resolution and regulatory compliance.
• Report to the BSA/AML Officer any unusual and/or suspicious circumstances and/or activity detected.
• Comply with all policies outlined in the BSA/AML/OFAC Compliance Manual.

Qualifications

• Bachelor’s degree in Business, Operations Management, or a related field; Master’s degree preferred.
• Minimum of 5 years of leadership experience in operations or customer service within financial services or a similar industry.
• Proven track record of leading modernization initiatives and implementing scalable solutions.
• Strong analytical skills with experience in process improvement and technology integration.
• Bilingual in English and Spanish (spoken and written).
• Advanced proficiency in Microsoft Office and familiarity with CRM and workflow automation tools.

Competencies

• Partnership‑Oriented – Build and maintain collaborative relationships, fostering trust and mutual respect.
• Business Acumen – Apply business principles, KPIs, and strategies to make informed decisions.
• Customer‑Centric – Prioritize customers’ needs and deliver high‑quality service.
• Innovative – Develop new ideas, leverage emerging technologies, and drive continuous learning.
• Regulatory & Risk Management – Ensure compliance with changing regulations and manage risks effectively.
• Hands‑On – Proactively deliver high‑quality results and engage in practical skill development.
• Accountability – Take responsibility, foster trust, and lead by example.
• Sustainable Performance – Drive long‑term growth and operational resilience.

Benefits

• Medical, Rx, Dental, Vision – 100% covered by the Bank for all employees; eligible family members covered by group rates.
• Short‑Term & Long‑Term Disability; Group Term Life insurance of twice the annual salary fully covered.
• Competitive paid time off and other time‑off policies.
• Company 401(k) plan with employer match of 100% up to 5% of eligible compensation.
• Optional supplemental benefits: Voluntary Life insurance, Hospital Indemnity, Critical Illness, Accident Insurance, Cancer Insurance.
• Flexible Spending Accounts.
• Company‑sponsored training and professional development opportunities.
• Employee recognition programs.