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Business Operations Manager

Job Description

The New Customer Engagement (NCE) team includes operational functions core to the on-boarding of new customers.  The Operations Readiness - Business Operations Manager is responsible for ensuring NCE Operations (Lending Services, Card Verification, and Apply by Phone) and their support functions are prepared for any change initiative.  The role will provide direct and in-direct management to a team of individuals responsible for:

·         Impact assessments

·         Process flow documentation

·         Procedure management

·         Intranet content

·         Change communications

·         Training content

·         Project SME support


He/She will be responsible for facilitating the assessment, prioritization and resourcing of NCE impacting initiatives to ensure alignment with the NCE Target State, in partnership with internal Strategy and Implementation teams and Operational areas, as well as, various external stakeholders including Risk Policy, Control Office, Operations Delivery Management and Marketing.  In this role, the individual may also organize, direct, manage and control the activities associated with large scale strategic initiatives for NCE.   

The ideal candidate for this role has 8+ years of leadership experience that includes operations management, performance and leadership development, communications, process reengineering, and project management with proven organizational development and influence/negotiation skills.


People management

  • Has experience in managing teams of exempt level individuals
  • Monitors and manages staff for peak performance
  • Develops talent to drive positive results

Strong project management and organizational skills

  • Has experience in leading large scale, cross LOB process improvement and change management initiatives
  • Possesses ability to problem solve critical issues and conduct root cause analysis to understand the essence of key issues and ability to identify solutions
  • Analyzes and applies policy requirements to existing proposed procedures and processes
  • Identifies opportunities and provide recommendations to improve the process
  • Provides recommendations to develop or enhance controls

Building relationships and using influence

  • Self-evident interpersonal skills with the proven ability to influence and achieve alignment across a range of different opinions and interests
  • Is an excellent communicator, able to facilitate large forum meetings and present persuasive arguments to executives and clients
  • Drives to consensus within an organization of diverse operational activities

Executing for results

  • Translates the mission of the organization into actionable, quantitative plans and executes against those plans
  • Rigorously holds oneself and others accountable for achieving high levels of individual and organizational performance
  • Motivates team to deliver high quality results

Analytical and technical skills

  • Consistently evaluates decisions in terms of impact to the end to end processes
  • Ability to present complex information in an understandable and compelling manner to influence decisions
  • Proficient in MS Office applications

Bachelor’s degree required; advanced degree preferred

Req #: 150125593
Location: Wilmington, DE US
Job Category: Credit
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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