This job has expired, please see additional jobs below
Branch Systems Support Administrator
First Midwest Bancorp
Plainfield, IL, United States
Job Details - this job has expired, please see similar jobs below
Description
POSITION SUMMARY:
This position is responsible for the optimization of retail branch colleagues through proactive monitoring of service levels, transaction volumes, staff scheduling and complements, trending and forecasting via the utilization of a workforce management solution (WFM). Coordinates with retail sales management on the establishment of service levels and staff complements. Through effective management and execution of these responsibilities, the Branch Systems Support Administrator's goal is to achieve a positive, consistent and efficient client and colleague experience.
DUTIES/RESPONSIBILITIES:
• Responsible for the daily operation and management of the forecasting, modeling and scheduling system
• Champions, coaches and encourages branch colleagues at all levels who utilize and rely on the WFM system
• Provides reports, analysis and recommendations to support executive decision makers, such as "What If" analysis
• Interface with Information Systems team on systems support and maintenance, while also addressing technical issues impacting service delivery for branch colleagues
• Interface with internal departments as it relates to data extracts and data gathering
• Maintains conditional information and system parameters to ensure accurate forecasting
• Delivers formal training and support to branch colleagues and Branch Operations Support on the scheduling system
• Delivers support and informal training to branch colleagues and Branch Operations Support on the scheduling system
• Serves as WFM subject matter expert
• Works with retail management to create, implement, and maintain a capacity plan to ensure consistent and acceptable service levels
• Oversee and monitor branch performance to establish and implement steps for service level recovery when performance measures fall below goal
• Collaborate with the Senior Branch Operations Manager and Regional Sales Managers on future initiatives related to sales and service
• Compile, analyze and present key performance indicators of the branch network
• Provide backup support for the branch FTE reconciliation process to ensure accurate documentation of staff complement changes
• Create analytical reports as needed in support of retail operational initiatives
• Collaborate and coordinate data with Retail Sales Administration to maximize operational effectiveness for Retail sales results and staffing utilization
• Interface with Call Center WFM analyst to maximize efficiencies and channel integration
• Act as back-up administrator for the teller platform system
• Assist in the coordination, testing and validation of branch equipment during implementation and/or upgrades
• Provide administrative support during branch openings, closings, relocations and reductions in branch services
• Provide administrative support during mergers and acquisitions
• Performs other duties as assigned or requested
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities and qualifications may be required and/or assigned as necessary.
Requirements
REQUIRED EDUCATION, EXPERIENCE AND SKILLS:
• Bachelor degree in related discipline or equivalent experience required
• Professional Certification - WFM or equivalent experience preferred
• 2+ years of experience in the financial service industry
• 2+ years of operational experience in at least two of these disciplines: forecasting, capacity modeling and scheduling
• 2 years of experience in training or coaching novice software users preferred
• Prior data mining, report generation and analysis experience preferred
• Ability to drive continuous improvements
• Demonstrated skills in change management
• General hardware and software knowledge
• Excellent oral, presentation and written communication skills are required
• Excellent problem-solving skills
• Ability to work with cross-functional teams
• Ability to think analytically, conceptually and strategically
• Proficient in business reporting applications and Microsoft Office suite including Excel, Word, PowerPoint and Access