Branch Network Operational Excellence Executive

Consumer & Small Business Banking (CSSB)

Consumer and Small Business Banking (CSBB) provides financial services to consumer banking consumer lending and small business customers through over 4300 retail bank branches and more than 11000 ATMs in 36 states and the District of Columbia as well as through 20 customer service centers. CSBB is focused on continuously improving our customer satisfaction by simplifying our products pricing and processes and targeted innovation at scale.

The Role

The Operational Excellence Executive is responsible for the planning ownership and resolution of key risk and operational issues identified within the Branch Network. This includes ensuring operational excellence through effective quality assurance measures customer escalations losses and remediations of such issues providing strong leadership and translating channel strategies within the context of market conditions opportunities and risks leading developing and coordinating the change management initiative execution accountability and sustainability plans needed to resolve identified risk issues and control gaps focused on branch process management and procedure RAU/RCSA work in collaboration with business process owners key partners and stakeholders.

Key Responsibilities Include:

• Lead operational excellence across the Branch Network understanding trends (root cause) of issues and leading resolution through continuity and consistency within Branch leadership
• Develop and implement operations management framework for Branch Network to execute consistent and sound expertise in processes compliance and policy requirements
• Proactively identify risk through quality assurance routines and reporting and prioritizing key priorities while partnering with key stakeholders to ensure flawless execution and remediation
• Accountable for overseeing Branch processes through proactively identifying assessing and monitoring processes risks and controls including but not limited to:
• Branch process management (Teller servicing and platform servicing processes)
• Branch new account process management
• Implement strong talent management routines supporting communication and training on operational excellence standards and ensuring retention of knowledge and effective processes to address outliers and repeat offenders
• Manage and collaborate with business partners to leverage best practices and strategies to drive process improvement
• Drive adoption of operations management framework for consistent execution through formalized management routines
• Ensure customer escalations and enterprise complaints process is executed and trends are identified and consistently remediated
• Accountable to key performance metrics related to Branch process (e.g. AML Teller cash counts etc.)
• Execute analysis of issues and/or control gaps to determine root cause and improvement opportunities
• Lead coordinate and execute the appropriate action plans follow up activities coaching practices and/or changes to drive resolution and sustainability of identified issue(s) in partnership with our Control Groups Risk partners etc.
• Coordinate project leadership teams with appropriate ownership and urgency to resolve identified issue(s)
• Partner with Branch Network Leaders to develop and coordinate the necessary execution plans for our branches to sustain long term resolution and prevent re-occurrence
• Identify and coordinate communication and development/training solutions with key COE partners to increase knowledge mastery and reduce risk
• Create the appropriate dashboard and metrics to track understand trends and measure progress toward identified issue resolution
• Provide key stakeholder with frequent updates on progress toward issues resolution
• Partner across the Branch Network organization and the various Control partners (Legal IRM and Control)
• Lead risk discussions and presentations for various Committees as applicable
• Ensure alignment of the Branch Network strategy with appropriate risk management parameters
• Build and maintains strong relationships with senior leaders to communicate trends and recommend workable solutions
• Work closely with members of the Branch Network in resolving issues related to specific initiatives
• Ensure timely and thorough resolution of escalated issues and manages conflicts to assure client confidence and satisfaction.
• Manage projects troubleshoots problematic issues develops business solutions and follows up on operational technical transition and growth issues.
• Assist with preparing National Branch Network Executive for meetings with regulators includes documentation and talking points as appropriate
• Participate as appropriate in Risk related meetings including Regulatory meetings and assist with preparing National Branch Network Executive for meetings includes documentation and talking points

Required Qualifications:

• 8 years of Business Execution Implementation or Strategic Planning experience or equivalent demonstrated through one or a combination of the following: work experience training military experience education
• 4 years of management experience

Additional Desired Qualifications:

• Demonstrated leadership capability with exceptional execution skills
• Strong understanding of business drivers and processes
• An effective influencer that has credibility with business leaders and ability to offer credible challenge as needed
• Strong strategic thinker and change leader with proven success delivering results
• Exceptional risk management and compliance knowledge and skills
• Ability to put the customer at the center of all decisions and actions
• Demonstrated application of risk principles to products and procedures for significant and geography dispersed businesses
• Strong relationship management and proven leadership skills with solid conflict management negotiation and organizational effectiveness techniques with senior business leaders to foster and manage ongoing relationships and gain commitment to accomplish business goals
• Strong focus on managing risk and compliance and expertise in compliance/regulatory requirements
• Demonstrated ability to manage effectively in a heavily matrixed organization with a high degree of initiative and strong ability to meet key responsibilities with limited direction and oversight
• Proven success recruiting inspiring developing coaching and motivating team members through balanced leadership with a focus on team member engagement and retention and performance management
• Ability to communicate powerfully and prolifically to senior and executive leaders and simplify the complex
• Ability to influence without direct authority create and manage (while achieving results) large-scale change and influence people at all levels of the organization

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements skills experience or work location. The range listed is just one component of the compensation package offered to candidates.

Posting End Date:

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