Manager, Operations Servicing Strategy, Servicing Back Office Horizontal, Card (Hybrid)

Manager, Operations Servicing Strategy, Servicing Back Office Horizontal, Card (Hybrid)

As a Manager, Operations Servicing Strategy, Servicing Back Office Horizontal, you will be part of a smart, talented team responsible for transforming the infrastructure and customer service experience for our customers. You will lead a team of process managers in delivering flawlessly executed processes that improve business efficiency and drive results. You will create and modify processes while collaborating with smart and passionate leaders to influence results that have a direct impact on the company’s bottom line. You will monitor data trends to measure effectiveness and install necessary benchmarks or thresholds to ensure data integrity. You will regularly integrate and influence multiple groups and be seen as a strong consultant by business and strategy partners in developing strategic capabilities and executing sustainable customer and agent experiences. You will educate and gain buy-in from key stakeholders to ensure the technology and processes deliver breakthrough business results and radically transform customer service. 

The Servicing Back Office (SBO) Horizontal team is composed of talented, motivated individuals who have a passion for process improvement and thrive on the collective success of SBO. From intent to execution, this team directly shapes and evolves servicing back office processes to gain efficiencies while enhancing processes directly impacting the client experience. 

 

On any given day you will be:  

 

Setting Strategic Direction 

• Partnering closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives through (1) Intent delivery and operational readiness (2) servicing strategy and (3) influencing their product roadmap through the delivery of insights and listening 

• Designs the strategic programs and initiatives partnering with project and product teams to integrate the customer and agent design to develop processes that track progress, identify and address issues 

• Leading high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery 

 

Influencing 

• Creating over-arching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design  

• Ensuring the product design is built for agents and customers 

• Creating and delivering presentations to senior management. Guiding and influencing senior management discussions and decisions 

 

Leading Horizontally 

• Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders 

• Consulting with business partners to understand complex problems and focus on bringing issues to resolution, horizontal influence and leadership in a matrixed environment. Escalating road-blocks as necessary to meet timelines. Clarifying and defining transformation requirements / scope for cross-functional problems 

• Conducting independent research and analysis to solve ambiguous client problems. Working with transformation teams to develop recommendations to clients (e.g., senior management and/or executives) enabling them to make key business decisions 

 

Providing Operational Excellence 

• Ultimately be responsible for day-to-day operational aspects of the experience; participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis  

• Distilling big picture intent into tactical requirements and implementation plans and executing process efficiency  

• Intimately understanding the heart of specific operations and represent the voice of that operation to multiple product teams and client stakeholder groups 

 

What skills you need to bring to the table:  

 

Leadership- Influencing, challenging and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction and project management. This position is a leader of leaders and has direct reports.