Manager, Project Management- Contact Center Operations

To manage, plan, and direct the activities of the Projects, Systems & Analysis team and provide technical expertise in support of the Division's/Department's strategic initiatives and programs. Support senior management by completing studies, reports and analyses. Manage or co-manage major systems projects that involve cross or multi-organizational implementations within Navy Federal. Keep current on all regulations, by-laws, and practices and their application to the Navy Federal's systems environment. Remain cognizant of business strategies, technology, programs, policies, processes, procedures, security, regulatory and legal mandates, and third party system enhancements. Develop long-term plans and strategies for effective use of department systems. Oversee and perform basic/ routine tasks with broad latitude and significant impact.

• Oversee branch strategy, establish priorities and set goals; evaluate and implement standards and ensure alignment with department/organizational objectives
• Plan, direct, and manage all business activities of the Business Analysts related to the Systems Development LifeCycle (SDLC)
• Manage and direct operations and ensure targets, service level agreements and corporate objectives are met
• Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
• Oversee system analyses, feasibility studies, and implementation studies of applications and systems
• Coordinate the prioritization of the Department's automated systems resource requirements in corporate-wide projects
• Mentor staff in the development of user requirements, design specifications, and quality assurance practices for automated systems and mainframe applications
• Represent the department in corporate resource allocation meetings and projects
• Determine project direction in conjunction with business partners
• Plan and manage complex and highly visible projects
• Provide overall leadership to large strategic projects or programs - Significant Impact
• Lead in collaboration with key partners in development and delivery of solutions
• Liaise with key Navy Federal staff, senior management, and vendors/system providers regarding enhancements, program changes, and technology
• Ensure new designs, changes, or enhancements to systems meet user requirement needs and ensures adherence to industry and department standards
• Manage the business relationships, demand/resource planning, and prioritization of efforts
• Manage the design, analysis, development, testing, implementation, and maintenance of new or enhanced automated systems that affect member services and operational functions of the Department
• Ensure that core operating systems and supporting systems interface properly and comply with Federal and state laws, IRS tax regulations, and Navy Federal policies and procedures
• Research and evaluate the effectiveness of industry practices, products, technologies, and vendor offerings
• Communicate findings to customers and senior management seeking support, awareness and understanding of the recommended enhancements to business solutions and organizational capabilities
• Provide forward thinking technical expertise in current and emerging technologies, trends and practices
• Provide technical assistance and guidance to senior management to ensure they understand how automation functions impact work processes
• Advise on, recommend, and propose new project course, equipment modifications, configuration, systems architecture, systems integration, program additions, outages, changes, and process improvements
• Apply knowledge of technical solutions and processes; serve as change agent to champion innovation in operations, processes, and procedures and to help develop best practices for Division/Department systems
• Perform other duties as assigned

• Significant experience in performing investigative, technical, or associated systems analysis and development work
• Ability to comprehend, analyze, interpret, communicate and apply government and financial industry regulations related principles and practices, and company instructions, procedures and policies
• Significant experience in researching, compiling, and documenting data, business processes, and workflow
• Significant experience in applications and system performance testing
• Significant experience in supervising and leading employees
• Advanced knowledge of thought leadership in providing vision and strategic thinking around a full range of technical decisions and issues
• Significant experience managing cross-functional, multi-dimensional teams and projects of the highest complexity which have business risk and impact
• Advanced skill in the analysis of technical issues in