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Program Manager Servicing Operations

Company: Golden 1 Credit Union
Location: Sacramento
Posted on: May 15, 2022

Job Description:

Our headquarters in Sacramento contains the core functions that support our mission to deliver financial solutions with value, convenience and exceptional service to our members. JOB TITLE: Deposit Account Servicing Program ManagerDEPARTMENT: Department Account ServicingSTATUS: ExemptJOB CODE: 4437 GENERAL DESCRIPTION: Responsible for identifying workflow deficiencies across the department business units and work closely with credit union personnel and business partners to reduce complexity, enhance automation and accelerate processes. Will manage changes and systematic enhancements to improve work processes. Develop and maintain workforce capacity models. Participate in multiple projects simultaneously and provide updates and recommendations that include timelines, high level project overview which includes how the change impacts the department/organization. Create, review, update and validate department procedures and workflows with operational improvements. Assist with the maintaining of satisfactory audits and examinations. - - TASKS, DUTIES, FUNCTIONS:

  • Seeks out process improvement opportunities identified through a variety of sources- including committees, business owners, project teams, and proactive discovery.
  • Review, analyze and create detailed documentation of business unit needs, including workflow, program functions, and implementation schedules.
  • Develop capacity models to understand operational efficiencies and potential staffing issues
  • Prepare and improve daily/monthly reporting for use by Senior Management
  • Establish and maintain cooperative working relationships with other departments and third party service providers as needed to develop process improvements. -
  • Leveraging data, documenting and communicating unresolved defects so they may be appropriately prioritized for future resolution and escalate potential issues that may affect system integrity.
  • Recommend business level changes in reaction to findings including identification of best business practices and solutions offered industry wide.
  • Drive new cross functional initiatives to meet credit union goals and make sound decisions in the absence of detailed instructions.
  • Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
  • Leads cross departmental projects and coordinates processes as follows:
  • Works directly with appropriate personnel to understand the process which will result in proof of concept.
  • Guides projects from original concept to final implementation, while developing schedules, plans, and specifications for time and resource allocation.
  • Collaborates with business owners to evaluate processes and to define and prioritize opportunities to streamline process, practices, and procedures to ensure service improvement excellence.
  • Create and maintain project schedules, monitor milestone completion, provide timely reporting of impacting issues, coordinating actions, resolving conflicts, documenting, prioritizing and tracking (changes, enhancements, etc.), and coordinating with the Change Control Board when impacted.
  • Perform research for new products, services, and equipment related to the business unit needs. - Also perform business surveys and analyze products, trends, and existing issues in the industry. -
  • Assist with the testing and validation of system enhancements.
  • Maintain confidentiality of documentation and communication to and from management.
  • Perform other functions/duties or special requests assigned. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:
  • Must have strong organizational skills and possess sharp attention to detail
  • Effective oral and written communication skills required to interact with credit union staff and management and complete technical analysis -
  • Ability to communicate with a wide variety of technical and non-technical audiences, internally and externally, through both written and verbal communication in technical and business terms as needed.
  • Must possess sufficient manual dexterity to skillfully operate a personal computer and other standard office equipment, such as multi-purpose copier and telephone.
  • Ability to work closely with peers and build strong partnerships with key stakeholders.
  • Effective analytical skills are required to prepare recommendations, perform analysis and accomplish other functions as listed.
  • Make sound decisions in the absence of detailed instructions.
  • Must have the ability to work on own initiative.
  • Must be able to work under tight deadlines. ORGANIZATIONAL CONTACTS & RELATIONSHIPS:
  • INTERNAL: -All levels of staff and management.
  • EXTERNAL: -Members, vendors, government agencies, other industry associations and other financial institutions. QUALIFICATIONS:
  • EDUCATION: A four year college degree from an accredited college or university is required. - Equivalent work experience may be considered.
  • EXPERIENCE: Minimum 5 years or more in project research, analysis, test planning and reporting within a financial institution. Project management certification preferred.
    • Strong oral and written communication skills, including presenting to groups and preparing detailed reports for senior management. -
    • High level of dependability, self-motivation, and sense of urgency to meet deadlines.
    • Well versed in reporting on Operational KPI's for example: Transaction Volumes, Quality, Service Levels, Productivity and Unit Cost.
    • Experience in data queries using SQL and/or SAS to summarize and aggregate results
    • Ability to execute commonly used financial industry concepts and practices.
    • Demonstrated ability to working a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities.
    • Ability to lead a team for projects.
    • Enthusiasm and interest in operational improvement, and driving organizational change to create a more secure financial environment.
    • Strong sense of ethics and professionalism.
    • Advanced Excel and Access skills required.
    • Ability to positively communicate suggested solutions and alternate outcomes.
    • Ability to keep and maintain confidential information PHYSICAL REQUIREMENTS:
    • Prolonged sitting throughout the workday with occasional mobility required.
    • Corrected vision within the normal range.
    • Hearing within normal range. - A device to enhance hearing will be provided if needed.
    • Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
    • Prolonged use of telephone to accomplish tasks.
    • Prolonged operation of a personal computer, which includes typing, operating a mouse and reading information on a monitor.
    • Occasional travel may be required locally, statewide and throughout the United States. Overnight travel may be necessary. LICENSES/CERTIFICATIONS: We appreciate your interest in joining the Golden 1 team! If you are selected to participate in the interview process we will contact you. - -

Keywords: Golden 1 Credit Union, Sacramento , Program Manager Servicing Operations, Executive , Sacramento, California

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