Customer & Business Processes Manager

Under the direction of the Manager, this role develops strategic plans, drives operational excellence, ensures compliance, and implements process improvements to enhance productivity, optimize service delivery, efficiency, and customer satisfaction. It also involves monitoring performance metrics, managing cross-functional projects, and aligning initiatives with organizational goals while maintaining regulatory compliance. Ensures business unit’s compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.

 

Leadership and Strategy

• Develop and implement strategic plans for branch and contact center operations, aligning with overall business objectives.
• Collaborate with senior leadership to identify and prioritize strategic initiatives that drive growth, operational efficiency, and customer satisfaction.
• Explore and stay abreast of new technologies and industry changes that could yield opportunities to further increase frontline productivity, revenue enhancement, or service delivery.
• Direct business unit’s strategic initiatives and collaborate with management to ensure projects align with the overall strategy of the enterprise.
• Work closely with the Manager to maximize department productivity and effectiveness of the Operational Excellence Program.

Operational Excellence

• Identify and execute process improvement initiatives to enhance efficiency, reduce costs, and improve customer experience across branch and contact center channels.
• Lead and establish new processes within business units, coordinating efforts with product management, operations, marketing, compliance, audit, and other areas of the bank.
• Assemble relevant resources and serve as an expert in operational excellence methodologies, theories, and tools to drive active change across the organization.
• Develop, maintain, and monitor projects, ensuring plans are executable and meet desired objectives and standards.
• Implement centralized administrative efficiencies or functions to streamline operations and reduce redundancies.

Compliance and Security

• Ensure all branch and contact center operations comply with regulatory standards and internal policies, maintaining the highest levels of security and confidentiality.
• Oversee safe deposit box operations to ensure compliance with applicable laws and regulations, and lead efforts to address operational risks and process improvements.
• Develop and implement product strategies and pricing models to realize revenue enhancement and growth. Collaborate with relevant departments to ensure product offerings are competitive and aligned with market demands. Continuously evaluate and adjust pricing strategies to maximize profitability and customer value.
• Maintain knowledge of current laws and regulations that directly affect business units to ensure appropriate governance.

Performance Monitoring

• Establish and monitor key performance indicators (KPIs) to track progress and achieve operational goals.
• Regularly report on performance metrics to executive management and other stakeholders.

Operations Management

• Implement and monitor day-to-day operations across the branch and contact center network, ensuring seamless and efficient service delivery.
• Develop and maintain operational routines to track performance and report results to executive management.
• Address and remediate any operational deficiencies, working with various stakeholders and departments to implement solutions, mitigate risks, and drive efficiencies.
• Conduct root cause analysis to identify and resolve recurring issues.

Project Leadership

• Lead and manage cross-functional projects, ensuring alignment with business objectives and timely completion of deliverables.
• Coordinate project resources, budgets, and timelines, providing clear roles and responsibilities for team members.
• Communicate project status, manage risks, and ensure quality standards are met.
• Foster positive business partnerships and ensure technology and change initiatives align with business requirements.
• Provide guidance on project management methodologies and processes, supporting business units from project initiation through planning and execution
• Performs all other miscellaneous responsibilities and duties as assigned.

• Education: Bachelor’s degree from an accredited institution or equivalent work experience.
• Experience: Mini