Team Lead Customer Care

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 Care 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 with 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.

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. The lead must be knowledgeable in the regulations and guidelines pertaining to the department. The position 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 teams growth and development. Maintain employee work schedules including assignments, job rotation, training, vacations, and paid time off, telecommuting, capacity planning and overtime scheduling.

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.

Reports to: Manager or above

Working Conditions/ Physical Requirements:

Office environment/Hybrid

Direct Reports:15-30

Minimum Qualifications:

• Bachelors Degree in Arts, Science, Commerce, Management, or equivalent
• Eight or more years experience in a related customer service environment
• One year, or more, of leadership experience
• Must be able to pass an English Assessment

Preferred Experience:

• At least three years in a leadership role.
• Experience leading analysis of data trends and root causes.
• Experience in banking operations/consumer lending and regulatory environments

About Bread Financial

At Bread Financial, you ll have the opportunity to grow your career, give back to your community, and be part of our award-winning culture. We ve been consistently recognized as a best place to work nationally and 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 (NYSE: BFH) 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 suite of payment solutions that includes private label and co-brand credit cards and Bread Pay buy now, pay later products. Bread Financial also offers direct-to-consumer products that give customers more access, choice and freedom through its branded Bread Cashback American Express Credit Card , Bread Rewards American Express Credit Card and Bread Savings products.

Headquartered in Columbus, Ohio, Bread Financial is powered by its approximately 7,000 global associates and is committed to sustainable business practices. To learn more about Bread Financial, visit breadfinancial.com or follow us on Facebook , LinkedIn , X and Instagram .