Jim Averna
VP, Digital & Voice Channels at WSECU
- Role
- VP, Member Self-services & Contact Centers at WSECU
- Location
- Olympia, WA, US
- LinkedIn followers
- 500 followers
About Jim Averna
Product Development & Product Management professional with 20+ years in the Digital Banking and Payments space. Accomplished leader specializing in desktop, mobile and tablet banking, including money movement services for retail and business banking customers. High-integrity, results-oriented, creative and energetic with experience and skills in business and technology to drive strategic initiatives from concept to delivery.Product strategist with track record for delivering implementable plans that deliver tangible business benefits. Sound decision-maker using knowledge and research. Creative problem solver. Effective communicator, negotiator and consensus builder.Prior Software Development background: requirements, specifications, cost estimates and budget management, development team management, project/program management, professional services, design management, quality assurance.
Experience
VP, Member Self-services & Contact Centers
Feb 2015 — Present · Olympia, WA, US
Responsible for remote service delivery strategy and Contact Center operations, handling some member interactions monthly (phone, email, chat and social) from two Washington State locations. Develop and guide an effective leadership team in the management of day-to-day operations and some 120+ employees committed to delivering the highest quality member service and supporting our branches and back-office partners. Provide strategic direction and establish business objectives to adapt to changes in members’ utilization of remote channels, digital products and self-services. Sponsor initiatives and programs seeking to continuously improve operational efficiencies, expand member self-services, simplify agent/member experiences, drive improved digital experience and greater pull-through, and apply artificial intelligence and business process automation, while achieving sales, service and satisfaction goals across remote channels.
Skills
- Electronic Payments
- Banking
- Internet Banking
- Mobile Devices
- Sdlc
- Leadership
- Financial Services
- Program Management
- Payments
- Management
- Product Development
- Product Launch
- Strategic Planning
- Cross-Functional Team Leadership
- User Experience
- Project Management
- Business Case
- Product Marketing
- Strategy
- Pricing
- Product Management
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