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Operations Manager
Union Bank
Arlington, TX, United States
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Reporting to a Retail Customer Service Senior level Manager, the Operations Projects & Analysis Manager II is responsible for managing operational initiatives for the line of business to include call center policy/procedure, vendor training and management, process improvement initiatives, service or efficiency initiatives, new product or system introductions, merger related activities, and other duties as assigned. The assigned initiatives are complex in nature and have impact to the bank’s profitability. The incumbent is dedicated to meeting the expectations and requirements of internal and external customers by leading the effort to develop and implement solutions and processes to enhance workflows, and overall delivery capabilities. Ensures the assigned initiatives are properly documented and tracked, delivered on time and within budget. Requires operational and business line knowledge to provide support to outsourced retail call center and business partners throughout the bank. May manage multiple FTE, projects, initiatives, or vendor programs.
Major Responsibilities:
Lead, implement, and manage for results within outsourced/vendor managed Call Center operations. Identify and suggest changes in functions to outsourced vendor management team and implement as appropriate. Develop/review of business requirements, project plans, and timelines as appropriate. Ensures the development of procedures, workflows, communications, and training activities related to the implementation of change initiatives with UB and vendor managed operations. Partners with business unit managers to understand the needs and current processes of the unit in order to spearhead initiatives for process improvements. Evaluate staff knowledge gaps and weaknesses in service delivery in order to design and implement innovative and creative solutions based on business needs resulting in improved efficiencies. Leads the effort to design and implement innovative and creative solutions based on business needs resulting in improved efficiencies. Perform analytical reviews and in-depth analysis of drivers impacting optimal call center and Leads the effort to design and implement innovative and creative solutions based on business needs resulting in improved efficiencies. Perform analytical reviews and in-depth analysis of drivers impacting optimal call center and staff performance as it relates to service delivery, key performance indicators, and service level agreements.
Plans, positions and leads business unit operational initiatives from initiation to implementation. Articulates complex line of business needs/requirements including identified solutions within the organization to obtain project buy-in. Develop/review of business requirements, project plans, and timelines as appropriate. Delivers assigned initiatives on time, on budget, and within scope. Provides regular status updates including reporting obstacles or variances that cannot be resolved, which impede the delivery of the project on time and within budget. Coordinates UAT testing and ensures problem resolution of any issues.
Act as a liaison between retail branches, corporate departments, and system groups, WFM, ESS, ITG, and vendor partner. Risk and Compliance Liaison managing and proactively addressing risk associated changes in process and procedures; participates in risk review and audit activities.
Administrative tasks associated with vendor managed relationship to include contractor hire/termination certifications, user access requests, contractor performance reporting, site technology requirements, reporting & analysis, training, recognition, and employee engagement.
Qualifications
• Typically requires a Bachelor’s Degree in business or other equivalent experience.
• Minimum 3 – 5 years leading and implementing change initiatives preferably within a banking or financial services environment, call center, or equivalent work experience.
• The ideal candidate will have been embedded within the organization, managing call center operations with end to end experience with all Call Center processes related to sales and service fulfillment via phone and email as it relates to Community banking customer segments and Affluent servicing.
• Fully capable of handling business line initiatives with minimal support.
• Has demonstrated priority setting, problem solving, negotiating, and conflict management skills.
• Functional, technical, and operational organization skills required.
• Ability to develop strong alliances at all levels within the organization.
• Sound oral, interpersonal, and written communication skills.
• Sound decision making skills that demonstrate originality, flexibility, and resourcefulness.
• Action oriented; Ability to adapt to change and implement quickly based on overall direction and needs of the company.
• Ability to manage multiple priorities and commitments concurrently.
• Must be a self-starter with the ability to work independently.
• Ability to coordinate and direct activities of others.
• Possess good analytical skills.
• Demonstrated computer skills utilizing applicable PC applications to include Microsoft, Web, and UBOC applications.
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.