Director Software Engineering - Newline Operations

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GENERAL FUNCTION

The Director Software Engineering will have the responsibility of people leadership, with all the responsibilities that people management and leadership entail and will interact and influence leaders across the organization drawing connections to all strategic priorities.  The main responsibilities will include developing and coaching employees, removing impediments to performance, developing ways to enable collaboration, being a leader of the software engineering craft, sharing best practices and executing insourcing strategies.  The Director will handle performance review, compensation and other core human resources processes for their team.  Will need to work collaboratively across the Technology team and other internal groups The incumbent will typically supervise a number of individual’s contributors and at times may have managers of others reporting to it. 

Responsible and accountable for the identification of risk by openly exchanging ideas and opinions, elevating concerns. They personally follow policies and procedures as defined and are accountable for always doing the right thing for customers and colleagues. The incumbent ensures that their actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, the role achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types

Key Responsibilities:

• Leadership & Strategy:
  • Lead and mentor a team of developers and operations staff.
  • Define and implement operational strategies to support business objectives.
  • Develop and maintain a scalable process for Root Cause Analysis (RCA).
• Operational Excellence:
  • Ensure 24/7 support for the embedded payments application.
  • Drive performance targets around incident processing and closure.
  • Lead cross-functional projects and initiatives focused on improving operational processes.
  • Lead planning and development of key metrics to track progress towards SLI/SLO/SLAs
• Incident Management:
  • Oversee issue escalation for all customers and clients.
  • Develop and implement on-call revisiting and training programs.
  • Ensure timely and effective resolution of incidents.
• Continuous Improvement:
  • Identify areas for process improvement and implement changes.
  • Collaborate with cross-functional teams to enhance operational efficiency.
  • Stay updated with industry best practices and emerging trends.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Develop and coach their current employees to meet the needs of the organization while balancing personal development of the employee. 
• Will actively participate in the hiring of experienced and college graduate level employees.
• Solicit feedback from key team members to understand performance of his/her team members and provide that feedback to the employee in a timely manner.
• Work with other leaders within the organization to identify and problem solve issues that are preventing employees from performing effectively.
• Identify organizational needs/gaps and propose solutions to resolve.
• Be a leader of their particular craft to provide insight on best practices and provide insight on future direction of the craft for the organization.
• Apply and deploy multiple approaches to remove organizational impediments (e.g. cultural barriers, logistic challenges, mindset shifts, etc.)
• Facilitates communication, cooperation, and collaboration across the organization, including continuous feedback loops.
• Works to improve the effectiveness of all roles of the organization, fostering self-organization, learning and growth
• Challenge current processes, identifying current opportunities for process improvement, efficiency/effectiveness and consistency to drive continuous improvement in results.
• Builds a trusting and safe environment where issues are resolved in a safe environment

SUPERVISORY RESPONSIBILITIES:  Duties include, but are not limited to performance management, focused investment in people growth and direction, feedback coaching and disciplinary activities (if needed), succession planning, recognition of employees, etc.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

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