COSD Team Lead

Overview: At Texas Capital Bank, we are driven by a single-minded and unwavering mission: to serve business and the individuals who run them. We use a consultative approach and innovative technologies to develop new ideas that give the bank and our clients a competitive advantage. We partner with our customers to push the boundaries of what’s possible—together.

Headquartered in Dallas, Texas Capital Bank has offices in Austin, Fort Worth, Houston, Richardson, Plano and San Antonio, and we serve clients in a variety of industries from coast-to-coast. We are on the Forbes Best Banks in America list, and were named a top place to work by The Dallas Morning News and San Antonio Express-News. For further information, please visit us at www.texascapitalbank.com.Responsibilities:

• Supervise the daily operations of the Digital Bank Customer Support departments including developing, implementing, and maintaining excellent internal and external customer service levels
• Coordinate and supervise ongoing training for employees, including department procedures and processes
• Monitor and support team productivity to ensure timely delivery of Digital Banking product and service implementations
• Demonstrate leadership abilities with internal business units using appropriate influencing and consensus building to manage expectations and cultivate relationships
• Actively monitor team performance and provide coaching to improve employee development and service excellence
• Hold frequent touchpoints with team members to provide coaching and feedback to maintain employee development and performance management
• Maintain monthly metrics productivity reports
• Maintain a Continuous Process Improvement environment that openly addresses challenges and opportunities for improvement
• Act as liaison, problem solver, and facilitator with operational and Bask/BankDirect teams to ensure a positive and consistent client experience
• Partner with internal departments to ensure efficiencies
• Supervise workflows, training, and action plans
• Oversee internal risk efforts to ensure department controls are up-to-date and consistently followed
• Address and resolve internal and external customer concerns
• Develop and maintain department procedures
• Assist with project-related responsibilities to drive accuracy and timeliness of department initiatives
• Assist management with other daily operational activities as needed

Qualifications:

• 3+ years of banking experience required, including demonstrated knowledge of Digital Banking products and services and applicable laws and regulations
• 2+ years of client-focused supervisory/management experience required
• Excellent communication, problem-solving, analytical and critical thinking skills
• Ability to be influential and establish positive working relationships across the organization
• Experience with project management, client management, client experience and change management preferred
• Demonstrated knowledge of consumer and commercial banking platforms
• Results oriented and ability to lead in a high performance team environment
• Proven track record of effective employee development, team building, performance evaluation and coaching preferred
• Policy and procedure development experience strongly preferred
• Self-starter and ability to multi-task in a fast paced environment
• Outstanding organization and effective time management skills
• Proficiency in the use of Microsoft Office products
• Bachelor’s degree preferred, but commensurate work experience acceptable