Bank of the West Head of Contact Centers - Retail Banking Group in Tempe, Arizona

Head of Contact Centers - Retail Banking Group


At Bank of the West, our people are having a positive impact on the world. We’re investing where we feel we can make the most impact, like advancing diversity and women entrepreneurship programs, financing for more small businesses, and promoting programs for sustainable energy. From our locations across the U.S., Bank of the West is taking action to help protect the planet, improve people’s lives, and strengthen communities. We are part of BNP Paribas, a global leader supporting the UN Sustainable Development Goals (SDGs). Yes, we’re a bank, but as the bank for a changing world, we are continually seeking to improve the ways we help our customers, while contributing to more sustainable and equitable growth.

Job Description Summary

Responsible for creation and management of integrated Sales and Service strategy for Telephone, E-Mail and Chat Channels for Bank of the West. This includes managing the IVR experience as well as leading customer contact centers, online banking and chat teams, e-mail support, on-line account opening and small business teams on a national level. Position is responsible more than 2 million customer contacts monthly while continually balancing cost to serve with the customer experience and risks.

Essential Job Functions

  • Management of sales and service strategy while ensuring ongoing integration with change initiatives across the Bank.

  • Manage environment with multiple sites and virtual agents.

  • Manage Business Process Outsourcing (BPO) relationship where a percentage of call volume is outsourced.

  • Acts as "Voice of the Customer" to other business units across the Bank to ensure that the customer perspective is at the forefront of all business decisions.

  • Development of programs and policies for all contact centers. Establishes and implements product/service standards for each location to ensure quality and consistency.

  • Monitors external and internal customer feedback to measure performance and identify strategies to drive process improvements.

  • Develops, implements, and improves processes through identification of risks, operational and technological. changes that are having an impact on customer satisfaction, revenue generation, risk and contact center efficiency.

  • Leads people to perform. Creates an environment that positions Regional Managers to drive results with emphasis on talent acquisition, associate engagement, leadership development and coaching

Other Job Duties

  • Performs other duties as assigned.


Required Experience

  • Requires advanced business knowledge, general management and leadership capability to lead business or functional teams.

  • Thorough knowledge of advanced contact center technologies (e.g., AI, chat bots, voice biometrics, new IVR features, etc.), standards, and best practices.

  • Typically has broader practical experience across multiple professional disciplines within the organization, combining theory, past practical experience and the organization’s business practices.


  • Bachelor's Degree


  • Thorough knowledge of call center technology, standards, and best practices.

  • Complete knowledge of bank products and services.

  • Good knowledge of bank operational policies and procedures.

  • Complete knowledge of project management.

  • Some experience in human resources preferred.

  • Deep Operations Experience.

  • Working Knowledge of Six Sigma Methodology.

Equal Employment Opportunity Policy

Bank of the West is an Equal Opportunity employer and proud to provide equal employment opportunity to all job seekers without regard to any status protected by applicable law. Bank of the West is also an Affirmative Action employer - Minority / Female / Disabled / Veteran.

Bank of the West will consider for employment qualified applicants with criminal histories pursuant to the San Francisco Fair Chance Ordinance subject to the requirements of all state and federal laws and regulations.

Job: Customer Contact Center / Customer Service

Location: United States-Arizona-Tempe

Other Locations: United States-California-San Ramon, United States-Nebraska-Omaha

Requisition ID: 042245