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Credit Operations Manager-Business Banking - Phoenix, AZ

Job Description


This position reports directly to the National Operations Director of Business Banking and is regionally aligned to the Business Banking Region Manager(s).  The incumbent will be responsible for the overall success of the Credit Ops Coordinator team within a region, as well as driving the success and continued improvement of the credit process, production and portfolio management.  This position serves as the Operations Manager for a specific Business Banking Credit Ops Coordinator Team with responsibility for: CC Human Resource coordination (including performance management, career planning, development, training and performance issues), Operational Controls, Compliance Adherence and Staff Readiness Communication for their respective region.  The Operations Manager will provide regional credit management to ensure the Credit Ops Coordinator staff promotes quality operations and servicing to Business Banking customers, including problem resolution on complex and routine client impacting issues.  The Operations Manager also serves to advise the National Operations Director and Region Manager on all credit operations matters.  In addition the incumbent may oversee the management of Business Banking facilities including building leases, office furniture, office equipment, telecommunications and computer equipment inventory that is used by the region staff.  The candidate would lead regular meetings to update their direct managers (Credit Ops Leaders), Credit Ops Coordinators and Regional Managers on credit delivery effectiveness, operational excellence, product/process enhancements, tightening of controls, system improvements or other material issues.  The Operations Manager would be responsible to support the overall region disaster recovery and business continuity efforts in direct partnership with Retail as needed.  The monitoring and review of regional level pipeline and portfolio management and operational effectiveness reports coupled with the coordination of investigations into key variances would be an essential part of the Operation Managers duties.

Under the supervision of the Operations Director and the locally based Region Manager the Operations Manager will:

1.Lead regular Credit Ops Leader and Credit Ops Coordinator regional meetings, training sessions to update staff on operational developments, product enhancements, tightening of controls, system improvements and best-practice solution approaches to key client/business issues.  In addition, Operations Managers will lead and/or participate as key stakeholders in Region and Ops MBRs, QBRs and all hands calls.
2.Senior credit issue escalation contact for Region Manager, Credit Ops Leaders, CC’s, Business Partners and other key stakeholders in the region.
3.Monitor client satisfaction, complaints, KPI’s, KRI’s and operational effectiveness reports and investigate changes in product usage, trends and outstanding issues. 
4.Partner closely with Risk, Operations and Sales partners to drive improvement of key risk and performance results
5.Assure compliance with all Business Banking auditing Policies and Procedures.
6.Provide input into financial budget for Regional Team and support plan achievement.
7.Serve as a member of the Business Banking Credit Ops Leadership Team, supporting national strategic implement ation plans.
8.Lead and participate in national project teams representing Business Banking Credit Operations and Service.
9.Provide a collaborative, communicative and productive environment for all Employees.
10.Work with Line of Businesses partners and Region Staff to enhance the resolution of client issues through appropriate channels.
11.Oversee the performance and tasks of the regional team and other staff responsible for conducting performance appraisals and guiding staff training and development.
12.Collaborate with region management and HR to ensure personnel policies are adhered to, participate in personnel decisions involving employees, including: performance appraisals, development plans, promotions, salary actions recommendations and terminations.
13.Perform other special duties or assignments as requested or required
  • Requires a minimum of 10+ years of related customer service, operations, sales or sales management experience, preferably in Business Banking or Branch Banking    
  • Must have strong leadership and management abilities; must be able to think strategically
  • Requires keen understanding of the financial and banking industries, including working knowledge of the key areas of the bank (i.e. Business Banking, Retail Bank, Credit, TS, CB)
  • Extensive knowledge of deposit, treasury and credit products, payment services and regulations, and related procedures.
  • Thorough knowledge of financial exposure and operational risk associated with bank products and services.
  • Ability to adapt to a rapidly changing business and technology environments, must be a change leader
  • Solid communication, time management and interpersonal skills; must be able to diffuse conflict diplomatically
  • Strong facilitation skills
  • Disciplined approach to managing and acting upon key reports and audits
  • Good project management skills; must be able to engage all participants and meet deadlines/deliverables
  • Refined professional presentation skills and face to face client servicing background
  • Excellent verbal and written communication skills
Req #: 160011355
Location: Phoenix, AZ US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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