Senior Operations Project Manager - Customer Experience

Job Description:

Position not eligible for myWork, must be located on-site in one of the following:Chandler, AZ: Westlake Village, CA; Simi Valley, CA (Tapo or American campus); Brea, CA; Thousand Oaks, CA; Jacksonville, FL; Charlotte, NC (One Bank of America Center); Greensboro, NC (Triad Center); Addison, TX; Plano, TX

Line of Business Description:This role is in support of Customer Experience for Mortgage and Vehicle Servicing Operations (MVSO) organization. Role will be focused on high impact cross functional initiatives that deliver business outcomes, strong relationship building, organization and running non-agile projects. Responsibilities include, but are not limited to:

  • Working independently, using process excellence expertise and proven demonstration of strategic thinking and tactical planning with an ability to turn complex ideas into well-structured processes.
  • Identifying, developing and executing strategies and supporting tactics to engage and influence all stakeholders to make needed behavioral changes.
  • Skillful communication abilities to ask the right questions, using tools and visual materials, to uncover root causes to business challenges, identify opportunities, and make recommendations.
  • Developing concise and succinct presentations that will influence dialogue at all executive levels including the expertise in knowing the fine balance between detailed and high-level messages.
  • Ability to deep dive into data such as complaints data and customer surveys; pull out summary information and turn into actionable initiatives.
  • Ability to work across lines of business to set strategic direction for customer experience .
  • Managing a portfolio of change driven by customer experience initiatives, ensuring compliance to law rule and regulation is maintained.
  • Ensuring upstream and downstream impacts are assessed and accounted for avoiding introduction of risk to compliance and customers.
  • Leading multiple projects and priorities at the same time, including process or project analysis, managing all deliverables, process or project materials, communications, oversight of necessary training and employee readiness needs for process only or technology change efforts.
  • Ability to develop strong partnerships and relationships including full coordination with business partners across MVSO and other lines of business
  • Must be able to work within compressed deadlines.

Enterprise Description:Manages large projects from initiation through implementation for a major operations segment, product line(s) or multiple operations units that may be regional or national in scope. Directs the research of existing operations, procedures, workflow, product and service requirements. Manages the analysis of assembled data to define problems, which would include cost/benefit analysis and scope of the project. Decisions made during the project may have significant impact affecting more than project area. Works directly with senior management of the operations area to set strategic direction of the project. May be required to interact with management outside of operations area, including negotiation with vendors/consultants on contractual issues such as services, bids/fees and delivery timetables. Has direct management responsibility for the project team and budget. Requires an in-depth knowledge of the bank and overall operations environment so that project impact is well defined.


Required Skills and Experience

  • 5+ years of experience with managing change
  • Excellent proficiency using Microsoft Office products such as Word, Excel, PowerPoint, Project and in Visio
  • Demonstrated PowerPoint presentation skills and ability to target messaging to different audiences
  • Proven experience with managing a large, complex group of stakeholders and ability to communicate effectively and influence decisions to achieve desired results
  • Excellent decision making skills with an assertive and proactive communication style
  • Excellent communication skills (verbal, written and presentation) and active listening skills
  • Must be proficient in data management to include strong data analytic capability
  • Must have excellent organizational skills and be able to handle multiple tasks to meet extremely compressed deadlines
  • Enthusiastic, energetic, determined and positive especially under pressure
  • Ability to navigate enterprise, research and resource information across the bank
  • Critical thinker and risk minded

Desired Skills and Experience

  • 7+ years of experience with managing changewith a complete understanding of the key principles and frameworks of Project Management and Process Development desired. 5+ Years of experience working with customer experience.
  • Management experience desired
  • Customer Experience desired

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