Operations Information & Solutions Supervisor

Job Summary

Operations Information & Solutions Center Supervisor is responsible for overseeing the Operations Information & Solutions Center Specialists in relation to documenting procedures, monitoring policies and procedural exception requests, validating responses to our internal users, escalating Branch requests and/or issues with our core software provider, and conducting staff meetings. Operations Information & Solutions Center Supervisor will oversee Branch general functionality of the Bank’s core system. The Operations Information & Solutions Center Specialist Supervisor will be involved in operational channels of communication and implementation, as assigned by the Operations Information & Solutions Center Manager. 

Essential Duties

• Direct supervision of the Operations Information & Solution Center Specialist employees.  
• Expert level of proficiency for all the Bank’s operations policies and procedures and Operations Information & Solutions Center Department procedures. 
• Provide recommendations regularly to Operations Information & Solutions Center Manager to increase efficiency in the branches, by evaluating incoming communications and branch requests. 
• Monitor and follow-up on projects assigned to the group to determine progress and obstacles.
• Conduct periodic review of issues entered into the department tracking system to ensure validity of the responses given and a full resolution was reached. 
• Assist employees as needed with escalated issues to ensure a high level of customer service and a timely resolution.
• Issue approvals/declines within the approved scope of Operations Information and Solution Center’s Approval Authority.
• Gather data to process the governance reports for the Operations Information and Solutions Manager and Operations Administration.
• Monitor completion of daily job responsibilities, schedules, and assignments.
• Open and manage cases with the Bank’s core system vendor and/or other application and system vendors, as needed.
• Oversee the implementation of the Bank’s core system enhancements, patches, custom projects or fixes, and the Annual Release, in collaboration with applicable departments.
• Review and approve test scripts in accordance with the Banks’s core system to ensure accurate validation of Branch facing functionalities.
• Assist with the coordination of the development of new products and ongoing improvements. 
• Oversee a new employee’s orientation period and document performance appraisals for Operations Information & Solutions Specialist staff.  
• Clearly document and update all procedures relevant to the Operations Information & Solutions Center.
• Participate in periodic bank-wide meetings to ensure awareness of Operations Information & Solutions Center Supervisor and/or system changes.
• Work with Operations Information & Solution Center Manager to ensure department SLA’s are achieved.
• Collaborate and assist Learning and Development with training material for new products and services, and identifying trending Branch issues. 
• Ensure all new employees are trained effectively in all areas of the Operations Information and Solution Center department.
• Manage the training of all employees to ensure full participation in department Tour of Duty.
• Conduct weekly staff meetings to ensure all issues have been resolved, and to determine the status of projects and/or inform the employees of any change.  
• Coordinate documentation and distribution of meeting minutes to the staff. 
• Process legal invoices as assigned by Operations Administration and Operations Legal Department.
• Manage monthly shift schedule.
• Work on weekends as needed.

Complies with all State and Federal Banking regulatory requirements, including but not limited to: BSA, Anti-Money Laundering OFAC, CIP, Financial Elder Abuse Reporting, Sexual Harassment, Information Security and privacy requirements. Acts as the control point for the office to ensure that all CIP, BSA, OFAC requirements, procedures and time frames are met.

Officer Title Eligibility

For qualified positions, the Bank may designate an Officer Title to an employee who seeks and/or me