Geoff Stecyk Explains What Makes a Robust Bank COO

Geoff Stecyk was appointed RAKBANK’s Chief Operating Officer in June of 2015. The responsibilities that come with being a COO includes managing a bank’s full back-office operations, information technology, branches, call center, online and ATM channels, remittances, premises and the business continuity approach. It’s a job that requires a very specific set of skills in order to function successfully. Below is a list of personality traits that Geoff Stecyk believes makes a person an ideal COO:

Adaptability: The number one thing a Bank COO has to be comfortable with is adapting to all of the external factors they can’t control in the financial industry. To this point, a COO has to be comfortable with making decisions based off of what statistics are showing. Instincts and hunches are not things that can be relied upon for robust decision making.

Understanding the Importance of The Team – A bank, like most business, is successful or unsuccessful based on the talents of the people in the organization.  The industry is incredibly competitive and a COO must always be focused on filling the pipeline with the best talent available. Professionals in the banking industry earn their way to the top. Making the bank appealing for top talent is an essential part of being a Chief Operating Officer.

Detail Oriented – By being in a position of responsibility, a COO will have to delegate. They have to understand their personal expertise and the expertise of each individual member of the team. The best way to delegate is to fully understand the key strengths and workloads of everyone. Once you know everything there is to know about the members of the team it’s important to ensure that they all are working towards the same goal. Aligning the vision of the bank is a key component. Make department goals the same as company goals to set your bank up for success.

Be Proactive – A bank COO needs to be proactive. While department heads should always be looking to clean up bottlenecks, the COO is in charge of making sure employees are rewarded for doing a good job. When there are gaps in leadership, the COO must step in to improve processes. The more vocal a COO is and the better they are able to communicate, the better the alignment and effectiveness of the teams within the bank.


Geoff Stecyk’s Tips to Optimizing Your Call Center

When a customer calls into your business, the representative on the other end of the phone can make or break their experience. Depending on the flow of the conversation, your customer either hangs up with a happy resolution to their problem or more frustrated than they began, ultimately resulting in the loss of their business.

Due to the negative connotation that is associated with call centers, an unfortunate number of clients are immediately disenchanted with the idea of calling in for help. This is unfortunate, as call centers are the frontline to a business’ customer service and the backbone to their engagement strategy. Geoff Stecyk, COO of RAKBANK, believes that optimizing your call center falls into three categories: Agents, Experience, and Technology.

Cultivating an environment of happy and engaged employees translates to better customer experiences over the phone. Like sales, when call center agents are unhappy, it can directly influence the customer’s opinion of the company and favor negatively in the long run. When people are happy with their job, it reflects in their performance. Keep your employees engaged, make sure they feel properly trained, and give them the ability to openly bring up problems or difficulties that can arise.

When it comes to the customer experience, agents have a direct impact on the customer’s feelings about the company and the product. However, factors like long hold times, and too many automated menus can have a huge impact on the customer experience as well. Relying too much on your CEM and not on the actual needs of the customer can hurt you. Just as businesses equate their time into dollars, customers too value their time. Minimize hold times as much as possible.

The direct function of a call center is to handle large quantities of calls at any given time throughout the day. By having heavy amounts of incoming and outgoing calls, it is vital to a call center to have the most efficient system for call flow management. Create a quality, technology-friendly environment that helps your call center become as unified as possible. This means the ability to transfer/forward calls between agents, seamless holding queues, and much more. Having the proper software to manage your call center can go a long way in improving the quality of your call center and overall customer experience.

Finding the proper synergy for your call center can take some time. With his years of experience in the banking industry, Geoff Stecyk has seen firsthand how businesses that have implemented these keys into their strategy are able to improve the efficiency of their call center.