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Bank Operations Supervisor
Mitsubishi UFJ Financial Group
Tempe, AZ, United States
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Description
Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world with total assets of over $2.4 trillion (as ranked by SNL Financial, April 2016) and 140,000 colleagues in nearly 50 countries. In the U.S., we’re 13,000 strong, working together to positively impact every customer, organization, and community we serve. We achieve this by delivering on our values, putting people first, fostering long-term relationships built on honesty and mutual understanding, and inspiring the best in each other. This is all part of our inclusive, high-performing culture supported by Total Rewards that include our cash balance pension plan. Join a team that’s working to fulfill its vision to be the world’s most trusted financial group.
Job Summary:
Under guidance of Management, supervises assigned staff, ensuring all functions and activities are conducted within established quality and productivity standards. Assists work directors with troubleshooting situations, and assists management in responding to escalated customer service issues and inquires. Use analytical and operational skills to mitigate risk, analyze and approve transactions including exception handling, resulting in a positive customer experience. Under Management guidance, performs audit, quality control, and/or reporting functions. Adheres to established budget; provides detailed budget variance explanations; participates in budget development process. Ensure Bank policies and procedures are administered properly. Assist Management in the development of methods to increase efficiency, quality, and performance. Make recommendations to Management for Unit improvements or changes, as needed. Scope of responsibility: Supervises up to 3 distinct work areas/RC's and/or up to 20 FTE.
Major Responsibilities:
PRODUCTION MANAGEMENT 40%
• Effectively schedule staff and make work assignments to ensure that all work unit processing deadlines and service levels are consistently met.
• Monitor work unit records to ensure that all time accounting, productivity, and statistical measures are accurately and consistently recorded.
• Monitor performance of work unit to ensure that productivity and quality performance standards are met; provide performance counseling as needed; consistently take appropriate disciplinary action when standards are not met.
• Make recommendations to upper management for improving/updating productivity or quality standards and statistical reporting for work unit.
HUMAN CAPITAL 20%
• Responsible for interviewing, hiring, performance counseling (including preparation of counseling memos and annual performance appraisals) and termination of employees while complying with all State and Federal law and all Bank policies and procedures.
• Promote a safe, productive, harassment-free work environment that encourages peak performance and fosters innovation, employee development, and teamwork.
CUSTOMER SERVICE 20%
• Ensure that work unit consistently provides the highest possible level of customer service to both internal and external Bank customers.
• Continually review processes/procedures for opportunities to improve/enhance customer service and provide recommendations to management.
• Effectively communicate with internal and external customers to resolve customer service issues/problems.
• Work with management to help resolve customer complaints.
RISK MANAGEMENT 20%
• Ensure that all procedures, policies and controls are consistently followed at all times.
• Promote a high degree of awareness of risk, risk control measures, and compliance policies and procedures among all staff members.
• Ensure that all staff members successfully complete all required compliance and other certifications; provide assistance/coaching as necessary.
• Participate in work unit/RC audits, SOX testing, and business resumption planning and exercises.
• Provide feedback and recommendations to management on developing potential risks and risk trends along with recommendations for mitigation.
Qualifications
• Requires strong leadership skills with proven ability to effectively manage the performance of others.
• Excellent customer service skills.
• Detailed knowledge of bank's systems, policies and procedures.
• Strong interpersonal, written, and verbal communication skills.
• Demonstrated ability to organize and prioritize work assignments.
• High degree of initiative, delegation, documentation, and follow up skills.
• Flexibility and willingness to work additional hours when necessary.
• 3-5 years previous Supervisory experience required.
• College degree with 5+ years of related on-the-job experience preferred.
The above statements are intended to describe the general nature and level of 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.