Do you want your voice heard and your actions to count?
Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2018). In the Americas, we’re 13,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, developing positive relationships built on integrity and respect. It’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. We’re a team that accepts responsibility for the future by asking the tough questions and owning the solutions. Join MUFG and be empowered to make your voice heard and your actions count.
Job Summary:
The HR Contact Center Manager will be responsible for MUFG’s employee contact center (AskHR) including its employees, systems, technologies and strategies. Although transactional in nature, you will lead a critical control function within the HR Shared Services organization which directly supports 13K employees within the Americas, including those working in the U.S., Canada, and Latin America regions.
You will be a working manager who will lead the team towards meeting objectives, while ensuring work activities continue throughout normal disruptions due to unplanned absences or volume increases.
Candidates possessing critical attributes would be those who have demonstrated a passion for their career with specific emphasis in the area of contact center management, preferably within an HR organization.
Major Responsibilities:
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Leads a team of 6 employees directly responsible for the intake of employee inquiries and requests for support through a variety of input channels, tracking all requests through a centralized CRM application and tracking and owning issues throughout all stages including resolution in accordance with established service level agreements and KPIs
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Recruits, trains and on-boards new team members including regular employees and contingent workers as needed
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Leads team in the completion of routine activities supporting business requirements, including data entry into Workday/HCM new-hire onboarding and legacy file management
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Conducts regular weekly one-on-one meetings with each team member with objective of guiding and coaching performance as needed
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Conducts regular ongoing meetings with Center of Excellence (COE) teams to ensure objectives and department mission and goals are achieved
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Monitors case escalations with the goal of ensuring case resolution is handled within group
Other responsibilities:
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Maintain up-to-date knowledge of industry developments, product capabilities and contact center innovation
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Identify and implement continuous improvement opportunities
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Maintain job-aids and desk top procedures to ensure team has complete and accurate information to complete tasks
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Oversee discretionary spending ensuring unplanned overtime is in accordance with budget guidelines
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Demonstrate energy, enthusiasm, and inspire and encourage the team
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Perform other duties as assigned
Qualifications:
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Bachelor’s degree in HR or related field, or equivalent experience
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5+ years as a contact center leader; emphasis in Human Resources preferred
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2+years of supervisory experience
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Outstanding customer service, leadership, and management skills with significant experience related to verbal communication skills, process improvement, problem solving, teamwork, people management and quality assurance
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Experience with Workday and BMC highly desirable
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Professional affiliations with societies or organizations in area of career interest
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Solid verbal and written communication skills
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Demonstrated partnering and collaboration skills
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
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