Customer Care - Business Readiness Lead

Deluxe Corporation, through its industry-leading businesses and brands, helps financial institutions and small businesses better manage, promote and grow their businesses. Our continued success is based on commitments to continuous improvement, innovation and uncompromising quality. Look into all the advantages we have to offer. Then join us for a Deluxe career experience!


Serve as the leader of Customer Care Business Readiness team. The primary responsibility of this team is to support the customer care operations so they are able to perform at optimum levels during the introduction of change such as product launches, new customer demands, regulatory changes, continuous improvement efforts and various strategic initiatives.

This individual will have responsibility to lead various teams to enable the execution of various initiatives impacting customer care across multiple locations encompassing multiple processes such as in bound & outbound call flow, mail & electronic order processing, exception processing and client support. This position is accountable for resource development, allocation and deployment of business readiness resources in support of approved initiatives.

In addition, this individual will be responsible to understand lean philosophies and the appropriate application within Customer Care to improve costs and delivery of the customer experience. Accountable to assess the strengths and weakness of the customer care organization and make improvement recommendations to the CC directors.

The incumbent will be accountable to build a team of resources with the needed skills to lead the customer care organization through transformational change. Also the incumbent will partner closely with Business Operations Lead to help integrate the various change team departments into a collective team (dependency on each other, common metrics, and clearly defined focus on the objectives -not just the tasks).

Qualifications
Bachelor's degree required or equivalent work experience. Experience: 3+ years of direct leadership experience. Strong experience in championing change, motivating persuasively and getting results through working with others. 3 + years of professional experience with project management or processes related disciplines. Knowledge: Practical knowledge of project management principles.
Practical knowledge of process management principles. Understanding of Lean methodology/philosophy concepts.
Practical understanding of training principles. Strong understanding of "customer back" benefits and purpose. Proven leadership and management skills. Strong interpersonal relationship skills.Strong communication skills - verbal, written, presenting, and facilitating. Skills: Proven ability to implement process improvements across a multi-facet virtual organization. Proven ability to create and execute effective plans on time and within budget. Critical thinking and decision making skills. Analytical and problem solving skills. Inspirational and motivational skills.Consultative skills. Abilities: Strong process orientation. Strong project management orientations.
Drive for results. Dealing with ambiguity. Manage vision and purpose. Inspires teamwork by building effective teams. Customer focus. Managing through systems.

Preferred: Masters Degree Preferred.

Position location: This position is open to any location, preference is Shoreview, Minnesota or Lenexa, Kansas.

Benefits
Deluxe Financial Services offers an outstanding benefit package, including competitive compensation, medical,dental, vision, life insurance, 401k, Profit Sharing, Pension and much, much more!
Drug screen and background check required. EOE/M/F/D/V.