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MUFG Union Bank HR Contact Center Team Lead, Analyst/Officer in Tempe, Arizona

Description

Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2018). In the Americas, we’re 13,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, developing positive relationships built on integrity and respect. It’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. We’re a team that accepts responsibility for the future by asking the tough questions and owning the solutions. Join MUFG and be empowered to make your voice heard and your actions count.

Job Summary:

The HR Contact Center Team Lead will be responsible for supporting MUFG’s employee contact center (AskHR) including its employees, processes and systems. Although transactional in nature, this individual will support a critical control function within the HR Shared Services organization which directly supports 13K employees within the Americas, including those working in the U.S., Canada, and Latin America regions.

As Team Lead, this position works alongside the team and ensures that all critical daily functions of the department are being completed by the entire work group. You will quickly adapt to planned or unplanned absences and expected volume increases. Although you will be leading the work, your manager will be responsible for performance management and ensuring that objectives are being met among all team members.

Candidates possessing critical attributes would be those who have demonstrated a passion for customer service with specific emphasis in the area of contact center support, preferably within an HR organization.

Major responsibilities

  • Coordinate, assign and resolve cases coming into the department from multiple channels, including by phone and email.

  • Expedite incoming calls and create cases in real-time with the goal of resolution of assigned cases in accordance with established department SLAs

  • Lead work within the team ensuring that daily work objectives are being met and that any concerns are raised to the dept manager

  • Process routine system transactions with adherence to established procedures and deadlines for completion

  • Perform daily BAU (business-as-usual) work including checking shared mailboxes, daily mail-outs and completion of compliance related transactions

Other responsibilities

  • Assist the team with complex cases to prevent unnecessary escalations

  • Train and onboard new staff resources

  • Provide ongoing feedback to team members with the goal of improving individual and team performance

  • Participate and contribute in meetings to evaluate new service requests and future projects

  • Maintain job-aids and desk top procedures to ensure team has complete and accurate information

  • Demonstrate energy, enthusiasm and encourage the team

  • Serve as manager delegate when needed

  • Perform other duties as assigned

Qualifications

Education, experience and other skills required

  • Associate degree or 2-3 years college work or equivalent experience

  • 2-3 years as a contact center lead specializing in Human Resources support is preferred

  • Must be able to meet monthly objectives as established by department manager

  • Must have energy and stamina to balance high call volume and repetitive tasks

  • Outstanding customer service and problem-solving skills

  • Supervisory experience is highly desirable

  • Experience with Workday, BMC or ServiceNow is highly desirable

  • Solid verbal and written communication skills with the ability to achieve understanding across all employee levels and groups

  • Ability to work in the Phoenix metropolitan area

Join us as we evolve our organization to become

more agile, innovative and inclusive!

The above statements are intended to describe the general nature and level of the work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it’s the bank’s policy to only inquire into a candidate’s criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.

Job: Human Resources

Primary Location: ARIZONA-Tempe

Schedule Full Time

Shift Day

Req ID: 10031967-WD

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