Business Operations Manager MLAI Admin

Join a center-led Customer Experience (CX ) transformation team shaping omni-channel experiences by identifying friction aligning partners and scaling what works. Bring an interest in communications and analytics to help accelerate smarter more seamless customer journeys.

As the Digital Operations Collaboration Lead in the CX transformation team you will lead initiatives that seamlessly integrate digital solutions with the Consumer & Community Banking (CCB) Operations Digital Champion team reducing friction and enhancing customer experiences across omnichannel platforms. You will be responsible for developing and implementing strategies that drive operational efficiencies ensuring that our digital initiatives align with business objectives and customer needs. Your ability to collaborate with cross-functional teams will be key in identifying and prioritizing initiatives that improve customer satisfaction and drive strategic growth. You will track and analyze key success metrics providing insights that inform strategic decisions and promote data-driven decision-making. By championing innovation and continuous improvement you will foster a culture of collaboration and excellence ensuring that our digital offerings remain competitive and impactful.

Job Responsibilities:

• Develop and implement strategies and processes to integrate digital solutions with CCB Operations enhancing customer journeys and reducing friction.
• Collaborate with cross-functional teams to identify and prioritize initiatives that drive operational efficiencies and improve customer experience.
• Develop and implement framework and approach to operationalizing development of industry leading customer journeys.
• Lead efforts to track and analyze key success metrics providing insights to inform strategic decisions.
• Partner with stakeholders to ensure alignment of digital initiatives with business objectives and customer needs.
• Champion innovation and continuous improvement fostering a culture of collaboration and data-driven decision-making.
• Promote and market the successes and learnings across key stakeholders and partner teams to drive increased awareness and adoption of a journey-led approach to driving innovation.

Required Qualifications Capabilities and Skills:

• 8 years of experience in digital operations strategy or a related field.
• Strong analytical and problem-solving skills with the ability to drive actionable insights.
• Excellent communication and collaboration skills with experience working in a matrixed organization.
• Proven ability to lead cross-functional teams and manage complex projects.

Preferred Qualifications Capabilities and Skills

• Experience in financial services or a similar industry is preferred.