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A note to applicants: Company is closely monitoring the spread of the novel coronavirus, COVID-19 and taking a unified approach on restrictions to minimize the impact on our employees and operations. As a result, Company has temporarily placed a pause on in-person interviews and will offer our internal and external applicants video and/or phone alternatives. By taking this step, we are doing our part to help limit the spread of the virus. We are currently accepting applicants and conducting phone interviews for the training class. Our trainers and hiring teams are working together to practice social distancing within our service centers and training classes, and our recruiting team will be happy to share more with you about steps we are taking throughout our interview process.
The Operations Manager is responsible for overall departmental expense management, revenue generation and achieving and maintaining service level goals. Ensuring compliance with applicable internal policies, procedures and regulatory requirements. Developing and monitoring production and service level standards; managing variable staffing; envisioning and articulating opportunities for change; controlling costs; developing and executing strategies to effectively develop, improve, and deliver products and services to meet our customer and business needs; and interacting with individuals at multiple levels of the organization.
Motivating and educating staff to deliver on departmental goals to ensure our customers receive world class service.
Acting as a change agent, promoting and enabling change and process improvement within the functional area.
Developing strategies and processes for interacting with cardmembers to increase revenue and improve the customer experience.
Participating in the development and enhancement of general processes and/or training procedures and managing productivity to support the service and revenue generation goals.
Interacting with internal departments to ensure that customers' and employees' needs are met.
Handling or assisting in resolving the most complicated technical and/or complicated transactions and operational issues.
Participating in the development and enhancement of equipment and training procedures and programs which support products and services.
Developing, implementing and maintaining new and revised department operating policies and procedures to increase quality of service and productivity.
Evaluating employees' performance and providing on-going, proactive, constructive feedback.
Supervisory functions include leading and directing a staff of approximately 75-100 employees, including Team Managers; evaluating employee performance and making salary recommendations, performing all aspects of the staffing process including recruiting, interviewing, and hiring staff to ensure appropriate hiring practices and maintaining staffing levels, staff training, and providing work direction.
Rotating occasional on-call weekend shifts will be required. Must be willing and flexible to work a varied schedule, as the business needs demand.
Bachelor's degree, or equivalent work experience
Eight to ten years of operations-related experience
Considerable knowledge of operation functions, systems, policies and procedures for the assigned area
In-depth understanding and practical application of applicable laws and regulations
Excellent organizational, managerial and project management skills
Well-developed customer relations skills
Excellent interpersonal, verbal and written communication skills
Ability to manage multiple tasks/projects and deadlines simultaneously
Thorough knowledge of banking operations and human resources
Proficiency in Microsoft Office
Experience navigating a fast paced environment
Attention to detail
Contact Center Leadership or Financial Services experience
Expense management experience
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