Job Information
Valley National Bank Sr Manager, Customer Experience & Assurance in Wayne, New Jersey
Responsibilities include but are not limited to:- Lead Quality Assurance strategy, execution, and calibration to ensure consistent, compliant, high quality customer interactions across all channels.- Oversee escalations, complaints, special servicing, and social media care, ensuring timely, accurate, and risk aware resolution.- Analyze quality, complaint, NPS, and Voice of the Customer insights to identify root causes, reduce repeat issues, and improve processes and customer experience.- Embed quality and escalation insights into coaching, training, and knowledge resources through close partnership with Learning & Development.- Lead the Support Leader function to provide frontline decision support and guidance.- Partner cross-functionally with Product, Technology, Operations, and Service teams to influence policy, process, and knowledge improvements.- Support Customer Care leaders with data driven insights, performance governance, and coaching enablement.- Champion a culture of accountability, inclusion, engagement, and continuous improvement.Valley National Bank is an Equal Opportunity / Affirmative Action Employer. All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or other legally protected characteristics, and will not be discriminated against on the basis of disability.