Axos Bank

  • VP, Omnichannel Technology Solutions

    Job Locations US-CA-San Diego
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    Job ID
    2018-2158
    Job Type
    Regular Full-Time
    Department
    Centers of Excellence
  • Description:

    Born digital, Axos BankTM is publicly traded on the New York Stock Exchange (NYSE: AX). Axos Bank has reinvented the banking model, growing to nearly $10 billion in assets in just 19 years. With a broad and ever-growing range of financial products, Axos Bank is rated among the top 5 online banks in the country!

     

    As VP, Omnichannel Technology Solutions, you will design the call center with how the bank leverages omnichannel technology for great customer interactions. Blending the best of technology and business savvy, this role will lead a newly formed Omnichannel team collectively responsible for the delivery, optimization and relentless pursuit of perfection for all customer contact channel solutions throughout the bank.

     

    Specific areas of concentration include:

    • ​Provide day-to-day ownership of omnichannel solutions across the enterprise
    • Develop, maintain and deliver on the strategic vision and roadmap for the evolution of omnichannel solutions within Axos (near term and 5 year views)
    • Foster consultative and collaborative relationships with Business Unit leaders to provide proactive identification of opportunities to increase efficiency and effectiveness of sales and customer service through omnichannel solutions
    • Review individual Business Unit omnichannel initiatives and align with the enterprise strategic direction
    • Continually expand personal and enterprise knowledge of the omnichannel suite of systems; research innovations for review and/or adoption by the Bank
    • Understand the Bank's diverse business units and strategic initiatives; ensure capacity is anticipated and enterprise perspective is considered
    • Develop and maintain current configuration and maintenance documentation for all customer contact channels
    • Build and maintain complete and current governance and project management documentation, and system architecture ​documentation
    • Create future state IVR and detailed requirements to deliver effective customer self-service
    • Develop and implement enterprise-wide, standardized telephony reporting (bank-wide, business unit, team, individual) that encompasses customer, internal efficiency and productivity
    • Deliver a comprehensive suite of quality management and workforce optimization tools and ensure robust adoption and effective utilization throughout the enterprise
    • Ensure the project management and development protocols and processes are adhered to by the Omnichannel Center of Excellence team
    • Responsible for ensuring effective Business Unit adoption of omnichannel deployments 

    Key Skill Sets or Knowledge Requirements:

    • Natural desire to achieve the impossible; when others see an insurmountable wall, you see an obstacle that can be overcome
    • Technical savvy and intellectual curiosity to rapidly master new technology
      • comfort with cloud solutions and the desire to explore the next big thing
    • Demonstrated project management skills with a sense of commitment and urgency​
    • Thrive in a fast-moving, complex and innovative multi-billion dollar bank
    • Creative, analytical thinker with strong problem-solving skills
    • Flexible, work well on multiple projects that may require restructuring due to shifting demands, unforeseen events and changing priorities  

    Desired Career Experience & Education Requirements:

    • The technology we’re using is new, we are focused on innovation and the ability to drive change over exact apps, systems 
    • Bachelor’s Degree in related field (technology, customer experience, business, etc.)

    Preferred:

    • Working knowledge of Salesforce platform in an enterprise environment 

    Apply directly for consideration as we are not using any outside agencies for any of our openings   

     

    Job Functions & Work Environment:

     

    While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.

     

    The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

      

    Equal Employment Opportunity:

     

    Axos Bank is an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state and local laws.

     

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