Support Center Manager

You are a motivated exceptional financial services professional who is passionate about supporting key initiatives in a fast-paced environment. You excel at handling a rapid flow of requests and always thrive to provide utmost excellent level of support. You are a hardworking, dedicated, and positive individual who continuously aims to make outstanding contributions and effect a difference from day one.

What You'll Do

Responsibilities include the following; other duties may be assigned:

Strategic Leadership

• Develop and execute a vision for the Support Center that aligns with organizational goals and positions the department as a key driver of customer experience improvement.

• Champion innovation and modernization efforts, introducing tools and processes that enable scalability and operational efficiency.

• Lead change management initiatives to transition the Support Center from request intake to a proactive resource for customers and internal stakeholders.

• Provide inspirational leadership and coaching to build a high-performing team focused on problem-solving and continuous improvement.

Operational Excellence

• Oversee the design and implementation of streamlined workflows, automation, and advanced reporting to optimize service delivery.

• Monitor and analyze performance metrics, ensuring service targets, SLAs, and KPIs are met and exceeded.

• Drive process improvements through data-driven insights and customer feedback, ensuring sustainable growth and scalability.

• Collaborate with technology teams to integrate modern systems and tools that enhance efficiency and customer satisfaction.

Customer Experience & Relationship Management

• Position the Support Center as a trusted resource for improving customer experience across all touchpoints.

• Build strong relationships with internal and external stakeholders to identify opportunities for service enhancements.

• Ensure customer issues are resolved promptly and effectively, with a focus on first-contact resolution and regulatory compliance.

Compliance Responsibilities

• Report to the BSA/AML Officer any unusual and/or suspicious circumstances and/or activity detected.

• Comply with all policies outlined in the BSA/AML/OFAC Compliance Manual.

Do you have experience in Technical Proficiency?, Do you have a Bachelor's degree?, * Bachelor's degree in Business, Operations Management, or related field; Master's degree preferred.

• Minimum of 5 years of leadership experience in operations or customer service within financial services or similar industry.

• Proven track record of leading modernization initiatives and implementing scalable solutions.

• Strong analytical skills with experience in process improvement and technology integration.

• Bilingual in English and Spanish (spoken and written).

• Advanced proficiency in Microsoft Office and familiarity with CRM and workflow automation tools.

Competencies

• Partnership-Oriented

Ability to build and maintain collaborative relationships, fostering trust and mutual respect to achieve shared goals. Effective communication & Adaptability. Enhance Service Delivery. Conflict Resolution. Giving & Receiving feedback. Valuing Diversity.

• Business Acumen/Sophistication

Ability to understand and apply business principles, concepts, KPIs, and strategies to make informed decisions to contribute to organizational success. Strategic & Critical Thinking. Solutions-Driven. Decision Making.

• Customer-Centric

Have a business-driven mindset, prioritizing customer's needs. Problem-Solving. Growth Mindset. Aligning individual and department goals with bank's business objectives. Omnichannel communication while maintaining personalized service. Client excellence.

• Innovative

Thinking outside the box and developing new ideas to improve ways of working. Ability to work with emerging technologies. Digital Transformational Mindset. Resource allocation. Technical Skills. Change Management. Continuous Learning. Transformational creativity. Agility & Flexibility. Automation & Process Optimization

• Regulatory & Risk Management

Adapting to changing regulations with sound risk management. Analytical. Integrity & Rule Compliance. Regulatory Governance. Financial Crime Prevention. Operational Risk Avoidance. Risk-Aware Mindset. Cybersecurity. Corporate Social Responsibility.

• Hands-On

Being proactive to rapidly deliver high-quality results. Acquiring skills & knowledge through practical and active engagement. Real-world application. Lifelong Learner. Being curious and eager to develop skillset. SMART Goal Setting, Time Management. Proficiency. Training & Upskilling.

• Accountability

Ability to take responsibility and ownership. Fostering Trust. High Performance. Follow Through. Set Clear Expectations. Provide Resources & Coaching. Measuring work output. Process-Driven. Results-Oriented. Consistency. Lead by Example. Self-Management.

• Sustainable Performance

Communicate effectively. Integrated Business Excellence. Drive sustainable growth. Value Creation & Long-Term Thinking. Stakeholder Inclusion. Corporate Purpose & Values Alignment. Impact Assessment. Operational Resilience & Crisis Management. Operational Excellence. Adaptability., If you're ready for a career where you can exercise your passions while being a gamechanger, are relentlessly committed to service, and have a team-player mindset, apply today!

Pulled from the full job description

• Health insurance

• 401(k) matching

• Paid time off

• Vision insurance

• Dental insurance

• Flexible spending account

• Life insurance, We have historically regarded the well-being of our employees at heart and on top of mind. In that vein, we continue to strive to offer benefits and programs that support the interests of our teams while continue to foster the culture that makes us an Employer of choice. Some of the benefits you can expect from when you join Helm Bank USA include:

• Medical/Rx/Dental/Vision - 100% covered by the Bank for all employees; eligible family members covered by employees at a group's rate

• Short Term & Long Term Disability, as well as Group Term Life insurance of twice the annual salary fully covered by Helm Bank USA; no expense to the employee

• Competitive first-level PTO and other time-off policies

• Company 401(k) plan with employer match of 100% of up to 5% of eligible compensation

• Supplemental optional benefits such Voluntary Life insurance, Hospital Indemnity, Critical Illness, Accident Insurance, and Cancer Insurance

• Flexible Spending Accounts

• Company-sponsored training and professional development opportunities

• Employee Spotlight recognition

We are a leading Bank with global reach, shaping one of the most attractive personalized client services in the financial industry. At Helm Bank USA, we have created a new banking experience through a business model centered around our clients, proudly providing customer service for more than thirty years. Not only do we build strong relationships: our relationships are measured in generations. Our vision is to create a financial connection to the United States for multinational companies and foreign national individuals seeking their own dreams of business opportunities and real estate investments. Through strong relationships, our purpose is to help our clients make great decisions. Today -as when we started- Helm Bank USA is driven by one imperative goal: to create the best possible solutions for our clients; we are passionate about delivering expert advice to our clients and creating solutions that enable them to reach their financial ambitions in highly competitive markets. At Helm Bank USA, we believe that the human touch and talent make all the difference!, At Helm Bank USA, our sustainable success is based on our talents and how we partner with our clients and communities to create lasting value. Staying true to that mission, we fully live by our corporate values: empathy, curiosity, creativity, and passion! These values represent the essence of our brand and encapsulate the DNA of our organization. In other words: They say who we are, what we do and how we do it. We have a constant healthy respect for our Best Banks to Work For & Best Places to Work in Florida certified culture and community. We believe that all employees should have the opportunity to lead and appreciate that good ideas can come from anyone. From the top down, our leaders are actively involved in strategic oversight, running the business, and in the well-being and growth of all employees. We consider our people our number one asset and as such, we unceasingly aim for our employees to realize their full potential by continuously assessing and offering new personal and professional development opportunities.