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UBS
Weehawken, New Jersey, United States
22 hours ago

Description

Job Reference #
255987BR

Business Divisions
Global Wealth Management

Your role
Are you passionate as a service leader in leading teams responsible for delivering a superior service experience? Would you be interested in leading a team of service specialists in driving and enhancing the service experience for the Wealth Management Financial Advisors and their support staff? Are you obsessed with the Customer Experience, delivering excellence and driving high performance teams?

We are looking for a Head of Person-assisted channels for our Wealth Management Americas Client Experience Organization to drive the overall vision, strategy and manage a diverse 250+ person team of key functions including a Contact Center to support our Financial Advisors and Clients, a Segmented service function for high value clients and new Complex service channel to support complex business products and processes that require higher human intervention and enable ease of doing business for our end clients. Key responsibilities:

• drive the overall strategy and innovation of the GWM Americas contact center and support team which is the primary person assisted channel to assist key internal clients and external clients
• educate and lead the Person-assisted organization in developing a service-centric mindset and a customer-centric service culture that is aligned with the goals of our Wealth Management Financial Advisors and their teams
• deliver high quality Client Experience through service & operational excellence
• own the development and execution of a Customer Experience and Employee Engagement strategy across the Person-assisted channel, leveraging Customer Experience analytics and VoC to drive efficiencies and positively enhance Customer experience
• coordinate and optimize delivery of person-assisted support for processes and products via email, chat, voice and other digital channels.
• support efforts to increase self-service through digital adoption while enhancing subject matter expertise of person assisted teams, skill retention and career paths for these teams within UBS
• partner with Digital Strategy and Platform teams to help deliver training and service for digital platforms and tools used by Financial Advisors
• relentlessly improve contact center support by increasing efficiencies through innovation in process and technology to improve business agility while elevating the overall customer experience
• responsible for implementing a “white glove” differentiated service operating model and experience for highest-value Private Wealth Advisors
• establish targets, develop strategic initiatives and manage processes to move service volumes to optimal levels across channels
• build teams that foster growth through ongoing training, self-service, leveraging data analytics, reporting and career paths for a long term sustainable operating model

Title
Head of Person-assisted Channels â€" Client Experience

City
Weehawken

Job Type
Full Time

Country / State
United States - New Jersey

Function Category
Business management, administration and support

Join us
At UBS, we embrace flexible ways of working when the role permits. We offer different working arrangements like part-time, job-sharing and hybrid (office and home) working. Our purpose-led culture and global infrastructure help us connect, collaborate, and work together in agile ways to meet all our business needs.

From gaining new experiences in different roles to acquiring fresh knowledge and skills, we know that great work is never done alone. We know that it's our people, with their unique backgrounds, skills, experience levels and interests, who drive our ongoing success. Together we’re more than ourselves. Ready to be part of #teamUBS and make an impact?

Disclaimer / Policy Statements
UBS is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.

Your team
This role is part of Wealth Management Americas Client Experience organization working directly for the Head of Client Experience with close ties to the Wealth Management Field Leadership team and Wealth Management COO organization. We help elevate the elevate the overall service experience for our advisors, their teams and ultimately our clients.

Diversity helps us grow, together. That’s why we are committed to fostering and advancing diversity, equity, and inclusion. It strengthens our business and brings value to our clients.

Your expertise
• ideally 10-15+ years of experience as a leader in a contact center or customer experience line of business within a leading financial institution
• have credibility and understanding of strategies in driving a customer centric contact center and overall industry trends, track record of leadership, mentoring and coaching contact center teams for success
• strong executive presence, particularly in dealing with customer-facing situations at a senior level supporting Financial Advisors, Branches or Sales teams in Wealth Management
• knowledge of developing different operating models for a contact center and providing a differentiated service experience for higher value client segments.
• strong understanding of data analytics and technology drivers to drive actionable insights into development of a contact center strategy
• own accountability to provide our customers with an exceptional experience and assist customers in their time of need with highly customer focused service
• excellent communication, interpersonal skills, and ability to influence others without direct authority, including the ability to provide clear, constructive feedback to our internal stakeholders
• able to make sound decisions and as well optimize resources, aligning to the target operating model to drive centralization and consolidation
• strong relationship building skills, customer obsessed, results and action oriented

About us
UBS is the world’s largest and only truly global wealth manager. We operate through four business divisions: Global Wealth Management, Personal & Corporate Banking, Asset Management and the Investment Bank. Our global reach and the breadth of our expertise set us apart from our competitors.

With more than 70,000 employees, we have a presence in all major financial centers in more than 50 countries. Do you want to be one of us?

Your Career Comeback
We are open to applications from career returners. Find out more about our program on ubs.com/careercomeback.




Your role
Are you passionate as a service leader in leading teams responsible for delivering a superior service experience? Would you be interested in leading a team of service specialists in driving and enhancing the service experience for the Wealth Management Financial Advisors and their support staff? Are you obsessed with the Customer Experience, delivering excellence and driving high performance teams?

We are looking for a Head of Person-assisted channels for our Wealth Management Americas Client Experience Organization to drive the overall vision, strategy and manage a diverse 250+ person team of key functions including a Contact Center to support our Financial Advisors and Clients, a Segmented service function for high value clients and new Complex service channel to support complex business products and processes that require higher human intervention and enable ease of doing business for our end clients. Key responsibilities:

• drive the overall strategy and innovation of the GWM Americas contact center and support team which is the primary person assisted channel to assist key internal clients and external clients
• educate and lead the Person-assisted organization in developing a service-centric mindset and a customer-centric service culture that is aligned with the goals of our Wealth Management Financial Advisors and their teams
• deliver high quality Client Experience through service & operational excellence
• own the development and execution of a Customer Experience and Employee Engagement strategy across the Person-assisted channel, leveraging Customer Experience analytics and VoC to drive efficiencies and positively enhance Customer experience
• coordinate and optimize delivery of person-assisted support for processes and products via email, chat, voice and other digital channels.
• support efforts to increase self-service through digital adoption while enhancing subject matter expertise of person assisted teams, skill retention and career paths for these teams within UBS
• partner with Digital Strategy and Platform teams to help deliver training and service for digital platforms and tools used by Financial Advisors
• relentlessly improve contact center support by increasing efficiencies through innovation in process and technology to improve business agility while elevating the overall customer experience
• responsible for implementing a “white glove” differentiated service operating model and experience for highest-value Private Wealth Advisors
• establish targets, develop strategic initiatives and manage processes to move service volumes to optimal levels across channels
• build teams that foster growth through ongoing training, self-service, leveraging data analytics, reporting and career paths for a long term sustainable operating model


Your team
This role is part of Wealth Management Americas Client Experience organization working directly for the Head of Client Experience with close ties to the Wealth Management Field Leadership team and Wealth Management COO organization. We help elevate the elevate the overall service experience for our advisors, their teams and ultimately our clients.

Diversity helps us grow, together. That’s why we are committed to fostering and advancing diversity, equity, and inclusion. It strengthens our business and brings value to our clients.



Your expertise
• ideally 10-15+ years of experience as a leader in a contact center or customer experience line of business within a leading financial institution
• have credibility and understanding of strategies in driving a customer centric contact center and overall industry trends, track record of leadership, mentoring and coaching contact center teams for success
• strong executive presence, particularly in dealing with customer-facing situations at a senior level supporting Financial Advisors, Branches or Sales teams in Wealth Management
• knowledge of developing different operating models for a contact center and providing a differentiated service experience for higher value client segments.
• strong understanding of data analytics and technology drivers to drive actionable insights into development of a contact center strategy
• own accountability to provide our customers with an exceptional experience and assist customers in their time of need with highly customer focused service
• excellent communication, interpersonal skills, and ability to influence others without direct authority, including the ability to provide clear, constructive feedback to our internal stakeholders
• able to make sound decisions and as well optimize resources, aligning to the target operating model to drive centralization and consolidation
• strong relationship building skills, customer obsessed, results and action oriented

Requisition #: 255987BR

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Job Information

  • Job ID: 64153437
  • Location:
    Weehawken, New Jersey, United States
  • Position Title: Head of Person-assisted Channels â€" Client Experience
  • Company Name For Job: UBS
  • Job Type: Full-Time
United States

UBS draws on its 150-year heritage to serve private, institutional and corporate clients worldwide, as well as retail clients in Switzerland. We combine our wealth management, investment banking and asset management businesses with our Swiss operations to deliver superior financial solutions.

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