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First Federal Co-operative Credit Union

Assistant Manager Member Experience

First Federal Co-operative Credit Union

  • St. Kitts and Nevis
  • Not disclosed
  • Permanent full-time
  • Updated 06/09/2024
  • Human Resiurces
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The Assistant Manager Member Experience is ultimately responsible for assisting the Member Experience Manager with the delivery of exceptional service to current and prospective Members through every channel and with the effective day to day running of the Member Services Department.

Key Responsibilities

  1. Lead a team of member facing employees on the day-to-day operations of the Member Services Department.
  2. Assist with the onboarding and training of new staff members.
  3. Facilitate ongoing training for employees in the Member Services Department as is necessary.
  4. Assist with setting member satisfaction targets and ensure that the targets are met by the team.
  5. Assist in setting and maintaining all customer service procedures, standards and policies.  
  6. Assist with the development of strategies to maintain and enhance member service experience; member services, mystery shopper etc.
  7. Lead the end-to-end performance management process for all direct reports.
  8. Ensure all files are complete with the necessary documents, authorizations, etc, signed off and correctly filed.
  9. Maintain a professional workspace and workflow.
  10. Participate in promotional/member education activities.
  11. Cross-sell and up-sell products.
  12. Lead team to overall excellence to include service, regulatory and other targets.
  13. Ensure full adherence to all approved policies, procedures and regulations.
  14. Act in the Manager’s role during periods of absences.
  15. Adhere to and understand the AML/KYM Policies and Procedures.
  16. Ensure dual control where required and that all controlled stationery are adequately secured.
  17. Any other duties assigned.
Attributes and Skills
  • Strong leadership and coaching skills
  • Service excellence oriented
  • Strong analytical skills. Able to analyze data and translate results with a view to yielding better solutions and results.
  • Detail oriented
  • Emotional intelligent
  • Must be able to multitask, prioritize and exceptional time management skills.
  • Must follow standard operating procedures.
  • Proficient in Microsoft Office
  • Punctuality and presence
  • Privacy and confidentiality
  • Professional approach to leadership
  • Strong oral and written communication skills

Ref: Assistant Manager
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First Federal Co-operative Credit Union

First Federal Co-operative Credit Union