Position Summary

The Personal Banking Engagement Manager leads the Client Contact Center and Employee Banking team while advancing Personal Banking's digital service strategy. This role is responsible for team leadership, client service delivery, operational performance, and the continued development of digital engagement channels, including Banno Conversations and Boost.ai.

The position serves as the business owner for Boost.ai within Personal Banking, overseeing AI training, testing, optimization, governance, and enhancements. In partnership with the Personal Banking Operations Manager, the Engagement Manager uses operational analysis, automation, and process improvement to strengthen service delivery, improve efficiency, and enhance the client experience.

Success in this role is demonstrated through strong team and service performance, effective management of digital channels and AI enhancements, accurate analysis and documentation, and the timely execution of projects and process improvements.

Key Responsibilities

Team Leadership

• Lead the Client Contact Center and Employee Banking team.
• Coach, develop, and support team members.
• Monitor staffing, productivity, and service levels.
• Manage escalated client issues.

Digital Client Experience

• Lead digital client engagement initiatives.
• Oversee Banno Conversations and related service channels.
• Identify opportunities to improve digital services and automation.
• Partner with internal teams on digital enhancements.

Boost.ai Ownership

• Serve as the business owner for Boost.ai.
• Manage AI training, testing, and optimization.
• Review AI performance and implement enhancements.
• Maintain AI content and governance.

Operational Leadership

• Monitor service quality and operational performance.
• Analyze trends and identify process improvements.
• Develop procedures, job aids, and service standards.
• Support projects, implementations, and strategic initiatives.

Key Behavioral Expectations

• Lead with agility and strategic adaptability, navigating complexity and driving clarity in a changing environment
• Champion a culture of intellectual curiosity and continuous learning, challenging assumptions and fostering innovation
• Leverage AI and emerging technologies to drive efficiency, insight, and competitive advantage while ensuring responsible use
• Demonstrate enterprise-wide thinking and sound judgment, applying data-driven, risk-aware decision-making
• Model and instill white-glove hospitality, setting the standard for personalized, proactive, and high-touch client and colleague experiences

Qualifications and Required Skills

• Five or more years of banking experience, preferably in retail banking, banking operations, contact center operations, or branch support.
• Demonstrated commitment to delivering a high-touch client experience grounded in hospitality, responsiveness, professionalism, and personalized service.
• Strong analytical, organizational, problem-solving, and attention-to-detail skills.
• Excellent written and verbal communication skills, with the ability to work effectively with Financial Centers and cross-functional teams.
• Ability to manage multiple priorities, work independently, and exercise appropriate judgment regarding escalation.
• Experience with core banking systems, reporting tools, Microsoft Office, and call center technologies, including call routing, workforce management, call recording, and quality assurance platforms.
• Experience with digital banking platforms, conversational AI technologies, or product ownership is preferred.

Benefits Overview:

We offer a competitive compensation package, a generous paid time off program, comprehensive medical, dental and vision coverage, maternity/paternity leave, education reimbursement, wellness programs and more. We also offer participation in an Employee Stock Purchase Program and a 401K with a generous match.

The approximate pay range for this position is $72,653 to $90,000 plus an opportunity to earn performance-based incentives. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including, but not limited to knowledge, skills and abilities, as well as geographic location.