West Creek 8 (12080), United States of America, Richmond, Virginia

Manager, Operations Servicing Strategy (Hybrid)

As an Operations Servicing Strategy Manager, you will be part of a smart, talented team responsible for transforming the customer service experience for our customers. You will regularly integrate and influence multiple groups and be seen as a strong consultant by business and strategy partners in developing strategic capabilities and executing sustainable customer and agent experiences. You will educate and gain buy-in from key stakeholders to ensure the technology and processes deliver breakthrough business results and radically transform customer service.

This role is within the Card Channels Servicing organization. The goal of the team is to identify and spearhead how we leverage technology and platforms to create exceptional servicing experiences.

• Partnering closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives through (1) Intent delivery and operational readiness (2) servicing strategy and (3) influencing their product roadmap through the delivery of insights and listening
• Designs the strategic programs and initiatives partnering with project and product teams to integrate the customer and agent design to develop processes that track progress, identify and address issues
• Leading high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery

• Creating over-arching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design
• Ensuring the product design is built for agents and customers
• Creating and delivering presentations to senior management. Guiding and influencing senior management discussions and decisions

• Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders
• Consulting with business partners to understand complex problems and focus on bringing issues to resolution, horizontal influence and leadership in a matrixed environment. Escalating road-blocks as necessary to meet timelines. clarifying and defining transformation requirements / scope for cross-functional problems
• Conducting independent research and analysis to solve ambiguous client problems. Working with transformation teams to develop recommendations to clients (e.g., senior management and/or executives) enabling them to make key business decisions

• Ultimately be responsible for day-to-day operational aspects of the experience; participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis

• Distilling big picture intent into tactical requirements and implementation plans and executing process efficiency
• Intimately understanding the heart of specific operations and represent the voice of that operation to multiple product teams and client stakeholder groups

• High School Diploma, GED, or equivalent certification
• At least 2 years of experience in consulting, banking, operations, or analysis
• At least 2 years of experience with data-driven problem solving
• At least 2 years of experience managing cross-functional stakeholder relationships
• At least 2 years of strategic planning experience directing process transformations

• Bachelor's degree or Military Experience
• At least 5 years of experience leading complex operational and strategic initiatives
• At least 3 years of Call center experience focused on customer service
• At least 3 years of experience using customer-facing technologies, products, or platforms
• At least 5 years of experience using SQL or advanced spreadsheet analysis
• At least 5 years of experience leading large-scale process transformations
• At least 3 years of experience designing customer and associates' experiences in an omni-channel environment