Head of Financial Institution, Customer Experience

This is a fully remote position, open to applicants in Texas.

📋 Description

• Deliver enterprise-level strategic direction and operational management for Brink’s Customer Operations catering to large financial institutions.

• Oversee strategic initiatives across various management tiers within Customer Care teams.

• Direct program and account management for Brink’s most significant and intricate customers.

• Facilitate the execution of new implementations and service modifications in collaboration with internal project teams.

• Serve as the ultimate escalation point for customer service challenges, cases, and claims across diverse regions.

• Propel root cause analysis and resolution strategies alongside Continuous Improvement and Product teams.

• Advocate for customer journey mapping and ongoing enhancements across service interactions.

• Work collaboratively across functions to refine back-office operations and service delivery processes.

• Conduct both internal and external business reviews focusing on quality, performance, and strategic initiatives.

• Lead and nurture a high-performing leadership team.

• Manage customer communications and provide executive-level reports for strategic accounts.

• Ensure the accuracy of training, profiles, project readiness, service quality, issue resolution, and successful implementation among key stakeholders.

• Prepare for QBRs, address major service escalations, develop temporary contracts and renewals, evaluate new business feasibility and costs, and oversee implementation.

• Drive enhancements and efficiencies in back-office operations and service delivery.

⛳️ Requirements

• Bachelor’s degree or higher.

• Over 15 years of professional experience.

• More than 7 years in customer experience and/or service roles within logistics or banking sectors.

• Functional expertise in project management, treasury, or cash management.

• At least 7 years of experience in armored logistics (preferred).

• Master’s degree (preferred).

• Experience managing multi-tiered customer care operations in financial, banking, or logistics environments.

• Familiarity with lean/process improvement methodologies.

• Strong consultative, analytical, and problem-solving abilities.

• Excellent interpersonal, communication, and presentation skills.

• Robust business acumen and relationship-building capabilities.

• Collaborative leadership style with a proven track record of leading large, diverse teams.

• Display proactive leadership with the ability to anticipate needs, foster innovation, and guide change.

• Commitment to continuous improvement and excellence in operational delivery.

• Capacity to influence decisions and outcomes at various organizational levels.

🏝️ Benefits

• Equal opportunity/affirmative action employment.

• Drug-free workplace.