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Business Operations Manager

Job Description

As the leader of the Operations Infrastructure Workforce Management Team for Consumer and Community Banking (CCB), you provide leadership and strategic guidance to staff across multiple sites and Lines of Business.  The Workforce Management team is responsible for the planning and scheduling of Call Center Specialists supporting the CCB Contact Centers.


In this role, you will be responsible for the design and development of goals and strategies within Workforce Management.  You will also lead a team of individual contributors and managers that provide direct support to Senior Leadership in CCB Operations Call Centers.  


Principle Duties and Responsibilities:


  • Lead teams that provide strategic direction and support of Workforce Management disciplines including scheduling, forecasting and real time adherence.
  • Provide leadership for Audit related issues and engagement with Compliance, Controls Team and LOB leadership
  • Provide direction and oversight  to team member, business project managers and technical project manager to ensure that risks and issues to servicing are assessed and mitigated on an ongoing basis
  • Develop and execute strategic programs to strengthen internal controls and improve operational efficiency
  • Lead efforts to identify and implement opportunities for improvement, automation or consolidation of practices
  • Coach, perform, lead and manage direct reports
Technical skills
  • Strong skills in MS Excel, Access, and PowerPoint

Knowledge base/Education

  •  7+ years direct Financial Services Call/Contact Center experience preferred
  •  Strong knowledge of telephony/call routing and workforce platforms
  •  Strong understanding of cross-LOB Workforce Management practices
  • Proven experience leading program initiatives

General skills/attributes

  • Excellent written and verbal communication skills
  • Strong Experience in business analysis, reporting of business data,  problem identification, resolution and root cause analysis
  • Ability to team and partner collaboratively with Senior Leadership across CCB
  • Demonstrated ability to influence people at a variety of levels internally and externally
  • Strong leadership attributes
  • 7+ years people management experience preferred
Req #: 160037900
Location: Columbus, OH US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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