Director of Service Model

SUMMARY
The Director of Service Model is responsible for leading the transition from a traditional master/apprentice approach to a streamlined Service Model within our organization. This pivotal role focuses on standardizing problem-solving methods, ensuring consistency and adaptability for our customers while upholding our core values and fostering sustainable growth. Reporting directly to the SVP, Director of Program & Strategy, this role is instrumental in implementing and institutionalizing our Service Model, which systematizes how we address customer needs, making our solutions both repeatable and scalable. In addition, this role provides strong team leadership to ensure the success of the Service Model program.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

• Lead and guide a dedicated team responsible for implementing the Service Model, providing mentorship, direction, and support to team members.
• Conduct interviews with company experts to extract, summarize, and prepare content drafts from their insights and experiences.
• Create and refine checklists, tools, templates, and other key resources for the Service Model based on insights from experts.
• Organize and lead training, ensuring that topics are relevant, prioritized, and address key operational challenges.
• Implement an assessment program to gauge the effectiveness and adoption of the Service Model by tracking metrics such as customer satisfaction, operational efficiency, and employee engagement.
• Champion and celebrate the contributions of experts, highlighting their achievements and ensuring their transition from individual contributors to mentors, coaches, or members of advanced service groups to promote a culture of innovation, collaboration, and accountability.
• Ensure constant iteration and refinement of processes, tools, and resources until they are optimal.
• Work cross-functionally to ensure alignment, feedback, and effective implementation of the Service Model across the organization for digital, cultural, and operational efforts.
• Develop enhancements to align the service model across the organization, not limited to any one functional area.
• Drive change readiness and adoption across the organization by facilitating communication plans, change champions, and stakeholder engagement.

ADDITIONAL DUTIES AND RESPONSIBILITIES
* Adherence to all First United Policies and Procedures.
* Complete all required compliance exams on an annual basis.
* Performs other duties as assigned.

EMPLOYEE SPECIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience
* Bachelor's degree in business, Management, Leadership, or a related field is required (Graduate degree with emphasis on research is a plus)
* Ten years of relevant experience, including experience leading a team.
* Strong expertise in project management and process improvement.

Required Knowledge & Abilities
Knowledge of:
* Business process optimization and standardization. (Six Sigma is a plus)
* Strategic and comprehensive research and reporting methods.
* Collaborative leadership and change management principles.

Skill in:
* Effective communicator, active listener, high EQ, and can operate regularly in empathy.
* Detail-oriented process analysis and refinement.
* Conflict resolution and consensus building, particularly in a matrix structure.

Ability to:
* Coordinate efforts across functional teams.
* Lead process improvement initiatives.
* Work under pressure and adapt to changing priorities.
* Understand and follow complex instructions.

NOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties assigned by the supervisor to meet the organization's ongoing needs.

#LI-GC1

If any applicant is unable to complete an application or respond to a job opening because of a disability, please email us at HR@firstunitedbank.com for assistance.