The purpose of this job is to manage the department's data related to performance measurements for the Retail associates. In addition, this position will ensure goals, scorecards, and other measurements are created and coordinated among Retail.
Create, manage and implement internal efficiencies for the benefit of our customers and front line associates by leveraging and maximizing our retail products and systems. Organize, lead, monitor and create operational efficiencies, including management of projects operationally and technically within the department and with our vendors. Create workflow improvements which will include proactively working directly with other areas of the bank to ensure quality products and services are delivered accurately and help to resolve any delivery issues. Lead and monitor systems to improve the workflow automation and customer experience within the branch and other customer-facing channels. Ensure operational risks are in accordance with the policies set Monitor operational risk associated with systems and processes for consumer and business customers. Revising policies associated with the job's purpose and essential responsibilities as well as implementing procedures according to the policies. Maintaining an adequate business continuity plan and operational processes to support consumer and business customers and the products, services and systems they use. Perform additional duties as assigned. 10+ years of previous bank systems and operational experience 7+ year of previous management experience Three (3) or more years of hands-on experience implementing bank systems. Should have extensive experience with application configuration, upgrades and patches Extensive knowledge of banks systems and associated processes Experience in negotiating software systems contracts. Experience in oversight of several operating systems. Experience in vendor relationships Experience in oversight of implementation of systems. Proven ability to manage multiple projects simultaneously and to shift priorities of projects quickly Knowledge of business and banking systems. Exceptional oral and written communication skills Subject matter expert on applications or systems responsible for.Ability to identify, analyze and resolve problems logically and systemically Proven ability to use logic and reasoning to identify alternative solutions to complex problems Demonstrated leadership capabilities, including people development and coaching Word, Excel and PowerPoint skills Previous project management experience preferred Banking experience preferred
