MUFG Union Bank Call Center Operations Manager I, Assistant Vice President in Monterey Park, California
Discover your opportunity with Union Bank® and become a part of one of the world’s leading financial groups. Union Bank is a member of Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world with total assets of over $2.4 trillion (as ranked by SNL Financial, April 2016) and 140,000 colleagues in nearly 50 countries. In the U.S., we’re 13,000 strong, working together to positively impact every customer, organization, and community we serve. At Union Bank, we aim to be the premier and most-trusted West Coast bank, serving customers with high-touch, local delivery and global capabilities as we leverage our rich, 150-year history. This is all part of our inclusive, high-performing culture supported by competitive Total Rewards, including our cash balance pension plan. Join a team that’s working to fulfill its vision to be the world’s most trusted financial
Reporting to a Retail Customer Service Senior level Manager, the Operations Projects & Analysis Manager II is responsible for managing operational initiatives for the line of business to include call center policy/procedure, vendor training and management, process improvement initiatives, service or efficiency initiatives, new product or system introductions, merger related activities, and other duties as assigned. The assigned initiatives are complex in nature and have impact to the bank’s profitability. The incumbent is dedicated to meeting the expectations and requirements of internal and external customers by leading the effort to develop and implement solutions and processes to enhance workflows, and overall delivery capabilities. Ensures the assigned initiatives are properly documented and tracked, delivered on time and within budget. Requires operational and business line knowledge to provide support to outsourced retail call center and business partners throughout the bank. May manage multiple FTE, projects,
initiatives, or vendor programs.
Lead, implement, and manage for results within
outsourced/vendor managed Call Center operations. Identify and suggest changes in functions to outsourced vendor management team and implement as appropriate. Develop/review of business requirements, project plans, and timelines as appropriate. Ensures the development of procedures, workflows, communications, and training activities related to the implementation of change initiatives with UB and vendor managed operations. Partners with business unit managers to understand the needs and current processes of the unit in order to spearhead initiatives for process improvements. Evaluate staff knowledge gaps and weaknesses in service delivery in order to design and implement innovative and creative solutions based on business needs resulting in improved efficiencies. Leads the effort to design and implement innovative and creative solutions based on business needs resulting in improved efficiencies. Perform analytical reviews and in-depth analysis of drivers impacting optimal call center and Leads the effort to design and implement innovative and creative solutions based on business needs resulting in improved efficiencies. Perform analytical reviews and in-depth analysis of drivers impacting optimal call center and staff performance as it relates to service delivery, key performance
indicators, and service level agreements.
Plans, positions and leads business unit operational initiatives from initiation to implementation. Articulates complex line of business needs/requirements including identified solutions within the organization to obtain project buy-in. Develop/review of business requirements, project plans, and timelines as appropriate. Delivers assigned initiatives on time, on budget, and within scope. Provides regular status updates including reporting obstacles or variances that cannot be resolved, which impede the delivery of the project on time and within budget. Coordinates UAT testing and ensures
problem resolution of any issues.
Act as a liaison between retail branches, corporate departments, and system groups, WFM, ESS, ITG, and vendor partner. Risk and Compliance Liaison managing and proactively addressing risk associated changes in process and procedures; participates in risk review and audit activities.
Administrative tasks associated with vendor managed relationship to include contractor hire/termination certifications, user access requests, contractor performance reporting, site technology requirements, reporting & analysis, training, recognition, and employee engagement.
Typically requires a Bachelor’s Degree inbusiness or other equivalent experience.
Minimum 3 5 years leading and implementingchange initiatives preferably within a banking or financial servicesenvironment, call center, or equivalent work experience.
The ideal candidate will have been embeddedwithin the organization, managing call center operations with end to endexperience with all Call Center processes related to sales and servicefulfillment via phone and email as it relates to Community banking customersegments and Affluent servicing.
Fully capable of handling business lineinitiatives with minimal support.
Has demonstrated priority setting, problemsolving, negotiating, and conflict management skills.
Functional, technical, and operationalorganization skills required.
Ability to develop strong alliances at all levelswithin the organization.
Sound oral, interpersonal, and writtencommunication skills.
Sound decision making skills that demonstrateoriginality, flexibility, and resourcefulness.
Action oriented; Ability to adapt to change andimplement quickly based on overall direction and needs of the company.
Ability to manage multiple priorities andcommitments concurrently.
Must be a self-starter with the ability to workindependently.
Ability to coordinate and direct activities ofothers.
Possess good analytical skills.
Demonstrated computer skills utilizing applicablePC applications to include Microsoft, Web, and UBOC applications.
Theabove statements are intended to describe the general nature and level of thework being performed. They are not intended to be construed as an exhaustivelist of all responsibilities, duties, and skills required of personnel soclassified .
We are proud to be an Equal Opportunity / Affirmative Action Employerand committed to leveraging the diverse backgrounds, perspectives, andexperience of our workforce to create opportunities for our colleagues and ourbusiness. We do not discriminate in employment decisions on the basis of anyprotected category.
A conviction is not anabsolute bar to employment. Factors such as the age of the offense, evidence ofrehabilitation, seriousness of violation, and job relatedness are considered inall employment decisions. Additionally, it’s the bank’s policy to only inquireinto a candidate’s criminal history after an offer has been made. Federal lawprohibits banks from employing individuals who have been convicted of, orreceived a pretrial diversion for, certain offenses .