About the Role:

You will have oversight of the GEC (Global Engagement Center) teams performing inbound calls, email, chat and processing/fulfillment of work in the GEC. You will plan your resources to help deliver outbound campaigns that bring value to the Association.

You will report to the Director - GEC and use a hybrid work schedule. You will manage a team of up to 6 Associate Managers.

You Will:

• Lead a team of people, observing the Association's Management Charter, with managing people being the primary responsibility.
• Manage Advisors and Associate Managers, creating succession planning for future management roles
• Manage all high-level escalations from within the team and work with partner teams to improve the experience we deliver to our members.
• Deputize for the Director and represent the GEC in several departmental capacities.
• Use data analytics and trend analysis to look for ways to improve the customer experience and overall GEC performance
• Coordinate with management in assessing and fulfilling staffing requirements
• Establish and cultivate relationships with partner teams within the Association, collaborating to influence changes to both internal and member-facing practices
• Coordinate with partner teams and management to mitigate risks to the operation and define business continuity
• Seek ways to enhance the inbound team by adding value through revenue generating activities, alternative engagement with customers, and seamless service support

The Association of International Certified Professional Accountants is dedicated to fostering a diverse environment and is committed to being an equal opportunity employer. All employment decisions are based on business needs without regard to race, color, ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other applicable legally protected status. All qualified candidates are encouraged to apply.

If you are an applicant with a disability who is unable to use our online tools to search and apply for jobs, please send an email to HumanResources@aicpa-cima.com