Director, Platform Enablement and Card Accounting/Operations
- Omaha, NE
- Permanent
- Full-time
This will include day-to-day support of servicing tools, developing optimized end-to-end customer journeys, ensuring alignment of all tools, maintaining 3rd party tool integrations, and advocating for the long-term servicing product strategy. You must have the ability to think strategically, collaborate, and build a link between leaders in product management, program/portfolio management, operations, technology, finance, and corporate accounting to enable partnership product settlement, contact center products and capability launches, and projects ensuring employees have the necessary tools and resources to efficiently and effectively deliver a streamlined, peerless customer experience across multiple contact channel offerings, integrated platforms, and global geographies.About This Role:Job Specific Responsibilities/Accountabilities:Core Management:
- Lead, manage, and develop a team to achieve strategic vision, tactical support, and career development aligned with enterprise goals and consistently review the organizational team structure and required roles to deliver exceptional platform support, enablement, and performance.
- Partner with leaders across operations to understand pain points and serve as a liaison between business operations and technology teams to ensure alignment of solutions for business needs and ensure results are reached within timeframes.
- Utilize data to inform stakeholders and respond quickly to industry and/or organizational changes, efficiently address customer needs, quickly adapt to regulatory requirements, implement new tools and capabilities effectively, and drive operational excellence.
- Inspire a rewarding culture that consistently enables process and product efficiency through new ideas, methods, products, or solutions.
- Invest in talent to foster continuous education and skill enhancement that shares successes and learnings to deliver value faster and more effectively.
- Develop and adhere to departmental budget and drive continuous improvement initiatives and technology investment towards achieving Partnership and Banking budget goals.
- Provide vision, leadership, and maintenance of the enablement roadmap for the operations’ platforms and applications and ensure customer end-to-end journeys are optimized.
- Lead a cross-functional, enterprise advisory team to ensure the enablement of key platforms are customer focused, servicing the business needs, and inform on the prioritized enhancements to plan for future needs, industry standards, and developing trends.
- Research and analyze effective, new Assisted Service tools, including Gen AI, RPA, macros, and templates.
- Proactively develop and monitor key performance indicators to ensure maximized platform adoption and utilization, the reduction of technical barriers to usage, optimal administration and configuration of all tools, advocate for improvements that drive efficiency, and influence leaders on current and future product capabilities.
- Create and initially deliver training for new platforms and/or capabilities. Collaborate with the supported business units to transition training and ensure materials are current to product functionality and capabilities.
- Ensure regular and documented audits of user access to enabled platforms and applications in adherence to FNBO and industry access regulations.
- Lead functional system testing, validation, and troubleshooting to ensure systems are performing as intended and align with business requirements.
- Continuously assess the performance of contact center systems and provide recommendations for improvements.
- Implement system enhancements or new features to increase efficiency, improve agent performance, and ensure customer satisfaction.
- Responsible for all Partnership Accounting daily, monthly, and yearly settlement and reporting with a vision towards influencing process automation and flow.
- Ensure timely Card Operations daily activity and consistently review upstream, downstream, and internal impact to process flow to amplify efficiency and positively impact customers.
- Oversee unclaimed property reporting and ensure compliance with state and product regulations.
- Develop and implement policies, procedures, and controls for unclaimed property operations.
- Ensure the coordination with internal departments to identify and track dormant accounts.
- Manage relationships with third-party vendors and service providers.
- Strategic planning and execution: Ability to demonstrate understanding of internal and external challenges and articulate organizational vision that aligns with the bank’s growth and profitability objectives.
- Leadership: Proven ability to lead, develop talent, and influence teams across the enterprise with a focus on selecting and managing talent to ensure retention of critical skills needed to meet business needs.
- Analytical and problem-solving: Proficient in leveraging data to inform decisions and forecast outcomes.
- Risk management acumen: In-depth knowledge of compliance requirements and built internal controls to mitigate risk.
- Collaboration and relationship building: Strong interpersonal skills to build effective relationships with stakeholders across various functions.
- Change Leadership: Initiates and facilitates organizational changes and business transformation without fear of making challenging decisions.
- High level of integrity, confidentiality, and dependability with a strong sense of urgency and results-orientation.
- Bachelor’s degree in business, finance or related field (MBA preferred) or equivalent work experience.
- 7+ years’ experience in leading teams focused on operational execution, enablement of business priorities through technology, resources and/or project management.
- Experience leading organizations through complex business changes.
- Experience in accounting
- Contact center leadership, product management and/or enablement experience in contact center tools
- Experience with Gen AI, RPA and other automation tools
- Project Management certification, ideally PMP, PfMP, or CAPM
- Experience working with global outsourcing providers
- Expert knowledge of GAAP and regulatory reporting requirements