Call Center Operations Manager I, Assistant Vice President

Discover your opportunity with Union Bank? and become a part ofone of the world's leading financial groups. Union Bank is a member ofMitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in theworld with total assets of over $2.4 trillion (as ranked by SNL Financial,April 2016) and 140,000 colleagues in nearly 50 countries. In the U.S., we're13,000 strong, working together to positively impact every customer,organization, and community we serve. At Union Bank, we aim to be the premierand most-trusted West Coast bank, serving customers with high-touch, localdelivery and global capabilities as we leverage our rich, 150-year history.This is all part of our inclusive, high-performing culture supported bycompetitive Total Rewards, including our cash balance pension plan. Join a teamthat's working to fulfill its vision to be the world's most trusted financialgroup.
Job Summary:
Reporting to a Retail Customer Service Senior level Manager,the Operations Projects & Analysis Manager II is responsible for managingoperational initiatives for the line of business to include call centerpolicy/procedure, vendor training and management, process improvementinitiatives, service or efficiency initiatives, new product or systemintroductions, merger related activities, and other duties as assigned. Theassigned initiatives are complex in nature and have impact to the bank'sprofitability. The incumbent is dedicated to meeting the expectations andrequirements of internal and external customers by leading the effort todevelop and implement solutions and processes to enhance workflows, and overalldelivery capabilities. Ensures the assigned initiatives are properly documentedand tracked, delivered on time and within budget. Requires operational andbusiness line knowledge to provide support to outsourced retail call center andbusiness partners throughout the bank. May manage multiple FTE, projects,initiatives, or vendor programs.
Major Responsibilities:
Lead, implement, and manage for results withinoutsourced/vendor managed Call Center operations. Identify and suggest changesin functions to outsourced vendor management team and implement as appropriate.Develop/review of business requirements, project plans, and timelines asappropriate. Ensures the development of procedures, workflows, communications,and training activities related to the implementation of change initiativeswith UB and vendor managed operations. Partners with business unit managers tounderstand the needs and current processes of the unit in order to spearheadinitiatives for process improvements. Evaluate staff knowledge gaps andweaknesses in service delivery in order to design and implement innovative andcreative solutions based on business needs resulting in improved efficiencies.Leads the effort to design and implement innovative and creative solutionsbased on business needs resulting in improved efficiencies. Perform analyticalreviews and in-depth analysis of drivers impacting optimal call center andLeads the effort to design and implement innovative and creative solutionsbased on business needs resulting in improved efficiencies. Perform analyticalreviews and in-depth analysis of drivers impacting optimal call center andstaff performance as it relates to service delivery, key performanceindicators, and service level agreements.
Plans, positions and leads business unit operationalinitiatives from initiation to implementation. Articulates complex line ofbusiness needs/requirements including identified solutions within theorganization to obtain project buy-in. Develop/review of business requirements,project plans, and timelines as appropriate. Delivers assigned initiatives ontime, on budget, and within scope. Provides regular status updates including reportingobstacles or variances that cannot be resolved, which impede the delivery ofthe project on time and within budget. Coordinates UAT testing and ensuresproblem resolution of any issues.
Act as a liaison between retail branches, corporate departments,and system groups, WFM, ESS, ITG, and vendor partner. Risk and ComplianceLiaison managing and proactively addressing risk associated changes in processand procedures; participates in risk review and audit activities.
Administrative tasks associated with vendor managedrelationship to include contractor hire/termination certifications, user accessrequests, contractor performance reporting, site technology requirements,reporting & analysis, training, recognition, and employee engagement.
Additional Information:
Typically requires a Bachelor's Degree inbusiness or other equivalent experience.
Minimum 3 ? 5 years leading and implementingchange initiatives preferably within a banking or financial servicesenvironment, call center, or equivalent work experience.
The ideal candidate will have been embeddedwithin the organization, managing call center operations with end to endexperience with all Call Center processes related to sales and servicefulfillment via phone and email as it relates to Community banking customersegments and Affluent servicing.
Fully capable of handling business lineinitiatives with minimal support.
Has demonstrated priority setting, problemsolving, negotiating, and conflict management skills.
Functional, technical, and operationalorganization skills required.
Ability to develop strong alliances at all levelswithin the organization.
Sound oral, interpersonal, and writtencommunication skills.
Sound decision making skills that demonstrateoriginality, flexibility, and resourcefulness.
Action oriented; Ability to adapt to change andimplement quickly based on overall direction and needs of the company.
Ability to manage multiple priorities andcommitments concurrently.
Must be a self-starter with the ability to workindependently.
Ability to coordinate and direct activities ofothers.
Possess good analytical skills.
Demonstrated computer skills utilizing applicablePC applications to include Microsoft, Web, and UBOC applications.
Theabove statements are intended to describe the general nature and level of thework being performed. They are not intended to be construed as an exhaustivelist of all responsibilities, duties, and skills required of personnel soclassified.
We are proud to be an Equal Opportunity / Affirmative Action Employerand committed to leveraging the diverse backgrounds, perspectives, andexperience of our workforce to create opportunities for our colleagues and ourbusiness. We do not discriminate in employment decisions on the basis of anyprotected category.
A conviction is not anabsolute bar to employment. Factors such as the age of the offense, evidence ofrehabilitation, seriousness of violation, and job relatedness are considered inall employment decisions. Additionally, it's the bank's policy to only inquireinto a candidate's criminal history after an offer has been made. Federal lawprohibits banks from employing individuals who have been convicted of, orreceived a pretrial diversion for, certain offenses.

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