Job Description

Every career journey is personal. That\'s why we empower you with the tools and support to create your own success story. Be challenged. Be heard. Be valued. Be you ... be here. Job Summary The Assistant Manager leads a functional team of call center associates that support various inquiries. As the Assistant Manager, this role ensures proper procedures are completed and respond to requests are accurate to minimize regulatory and procedural compliance risk. This role involves problem resolution with customers based on effective decision making that supports the business and Bread Financials\' Mission, Vision, and Values. In addition, this role is responsible for delivering against a number of KPIs inclusive of both production and quality metrics. The Assistant Manager communicates gaps with processes to the Manager along with participating in the resolution. The Assistant Manager must also provide guidance, communication, and ongoing training regarding company policies and procedures as well as hold associates accountable for behaviors and actions that violate those policies. Essential Job Functions: Quality Management - Executes and provides support of quality monitoring that is critical to driving a high level of quality assurance for business units operating within our call centers. The position will also provide oversight in managing escalated appeals, internal audits, and calibration activities, while also supporting the monitoring targets and meeting the established performance standards. Leads the review and approval of scoring guidelines within the telephony system which will include design, development, and consultation of new and existing controls and monitoring activities. Strategic Leadership - Activate and evolve the departmental strategic initiatives to strengthen and achieve organizational alignment, performance, accountability, control measures and cultural acceptance of these supportive functions. Influences change prioritizes efforts on critical initiatives and works to identify and find solutions to opportunities. Negotiates facilitates and presents information in an articulate, professional manner. Also conducts interviews for new hires, conducts seek-to-understand conversations with current workforce and maintains required documentation. Compliance - Responsible for ensuring the department adheres to all bank policies, including regulatory timeframes, internal SLAs and compliance to the processes. Building, implementing, and executing on the strategies for the department while working with internal business partners to ensure all first line of defense functions are completed efficiently and effectively. This role must be knowledgeable in the regulations and guidelines pertaining to the department. The role will also provide oversight in managing escalated appeals, internal audits, and calibration activities. Applies knowledge of Microsoft Office tools such as Word, Excel, PowerPoint, and Teams to execute daily work. Team Leadership - Oversee day-to-day operations. Lead, motivate, and develop a team of associates across the different functions focusing on driving business results and quality improvements, and optimizing team efficiency and effectiveness. Advancing the team\'s growth and development. Maintain employee work schedules including assignments, job rotation, training, vacations, and paid time off, telecommuting, capacity planning and overtime scheduling. Moving throughout the call center to engage and motivate associates. Recognizing and rewarding associates daily through our online recognition and rewards program Knowledge & Relationship Management - Cultivate and maintain active relationships with key business partners, driving sponsorship engagement including awareness, desire, knowledge, ability, and reinforcement. Remain knowledgeable of Regulatory requirements and Procedural guidelines to maintain applicable industry, business, and operational acumen and to ensure testing attributes are aligned and share relevant information to appropriate audiences. Interacts with and influences all levels of management across the business. Thought Leadership -Monitors team performance and reports on metrics. Oversee the efforts to collect and analyze monthly results, identify trends in monitored activities, share learnings and knowledge, recommend process improvements as appropriate, and provide visibility through reporting and actionable insight. Demonstrates outstanding Verbal and Written Communication skills when working with internal and external partners. Effective adaptability through change, both planned and unexpected. Performance Management - Drive performance management and deliver expected results through continuous improvement, goal setting, feedback, and performance development planning. Provide effective performance feedback through employee recognition, rewards, and disciplinary action, in line with HR policies. Performance and coaching on regulatory compliance, procedural, and customer experience/satisfaction aspects of their team\'s customer interactions and documentation. Coaching to associate accountability to attendance, schedule adherence, availability, and company policies. This role will be responsible for delivering correctives and conducting caring conversations related to compliance, attendance, and performance. Reports to: Manager or above Working Conditions/ Physical Requirements Office environment/Hybrid Direct Reports: 15-30 Minimum Qualifications Bachelor\'s degree in arts, Science, Commerce, Management, or equivalent Nine or more years experience in a related customer service environment Two years, or more, of leadership experience Must be able to pass an English Assessment Preferred Experience Experience leading analysis of data trends and root causes. Experience in banking operations/consumer lending and regulatory environments. This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time. About Bread Financial At Bread Financial, you\'ll have the opportunity to grow your career, give back to your community, and be a part of our award-winning culture. We\'ve been consistently recognized as a best place to work in many markets and we\'re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled-both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression. Bread Financial is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive product suite, including private label and co-brand credit cards, installment lending, and buy now, pay later (BNPL). Bread Financial also offers direct-to-consumer solutions that give customers more access, choice and freedom through its branded Bread Cashback American Express Credit Card and Bread Savings products. Headquartered in Columbus, Ohio, Bread Financial is powered by its 7,500+ global associates and is committed to sustainable business practices. All job offers are contingent upon successful completion of credit and background checks. Bread Financial is an Equal Opportunity Employer. Job Family Care Center Operations Job Type Regular

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