Job Purpose & Scope Responsible for delivering superior sales and service results while shaping a progressive customer care culture. Plan and implement effective customer care strategies, ensuring operational excellence. Contribute unique talents, skills, and experiences to role model and coach, setting high levels of accountability with team members. Cultivate, maintain, and strengthen relationships with bank leadership, actively promoting cross-company partnership and teamwork. Essential Job Functions Execute strategic projects and tactical plans to deliver exceptional experiences to Bank OZK customers. Develop strategic plan(s) and associated roadmaps across people, process, and technology domains with a lens into industry and retailing best practices. Partner with technology to execute systems and process roadmaps, launching programs and projects to improve the centers’ ability to deliver an exceptional customer experience. Develop plans and targets for Customer Service agents. Analyze and interpret data relating to customer service effectiveness. Support other departments with customer service-related issues. Lead by example and be a change agent to help team members evolve to meet shifting customer needs and demands. Enthusiastically embrace, support, and model the bank’s values and mission. Partner across the organization to develop and execute corporate strategies, leveraging our centers as the ‘ears’ of the organization. Model talent development skills to facilitate strong employee engagement. Identify and recruit talent. Display a high degree of integrity, trustworthiness, and professionalism at all times. Ensure Bank policy, procedures, and guidelines to protect customers and bank assets are adhered to by self and staff. Knowledge, Skills & Abilities Accomplished executive with proven contact center knowledge and leadership expertise Transformational leader who executes strategies to build a highly engaged team Strategic thinker who can translate corporate goals into actionable, detailed, day-to-day execution plans for team members Tenacious focus on the delivery of an exceptional customer experience Demonstrated ability to inspire team members to meet business objectives Passionate about the successful delivery of Bank OZK’s retail value proposition Expert, influential communicator Skilled in using computer and Microsoft Office, including Outlook, Word, Excel, and PowerPoint Basic Qualifications High school diploma or equivalent required; bachelor’s degree preferred 3+ years call contact center management and/or leadership experience required Proven, consistent achievement of best-in-class employee engagement scores required Solid experience managing, leading, and coaching professionals required Comprehensive knowledge of bank products/services and regulations required Job Expectations Job Expectations: Operate customary equipment and technology used in a business environment, with or without accommodation. Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time. #DNP EEO Statement Bank OZK is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law. Member FDIC.