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Servicing Transformation Program Manager

Charlotte, North Carolina;

Job Description:

The Servicing Transformation Program Manager will work directly for the Servicing Transformation Executive to drive large key strategic initiatives and execute on business/strategic initiatives across the Retail organization. Priorities will include supporting strategic programs that will influence exceptional client service, organizational change, and industry leading platforms for our clients. This team works directly with our line of business partners to support various strategic initiatives across the organization by evaluating opportunities to realize cost savings through call reduction and developing business cases to assess potential client care benefits. In addition, you will assist with the development of business strategies, leveraging data and analysis to extract strategic insights, and drive implementation by partnering with all relevant stakeholders. The Program Manager will also act as a product owner for one or more client call types and will provide regular and ad hoc feedback to senior executives on existing call reduction initiatives and new call reduction opportunities for consideration.

    Servicing Transformation Program Manager Key Role Responsibilities include:

    • Build a strong understanding of the call type classification data including but not limited to, reporting, technology and stakeholders
    • Engage regularly with LOB/Segment Leaders, stakeholders across Client Servicing and stakeholders within the Retail organization
    • Identify and communicate risk and opportunities identified as you assist with leading initiatives within the Client Servicing OpEx program
    • Help design routines, processes and reporting as a means of identifying opportunities to enhance the Consumer and Small Business Client Experience
    • Provide qualitative feedback and analysis to change executives and to teams guiding and managing the Client Experience programs

    Required Skills

    • 5+ years of experience in leadership, program management, change management, strategy development and/or risk
    • Proven ability to ask questions, challenge processes, solve issues and see a strategic vision
    • Strong PowerPoint skills with an ability to tell the story and connect the dots for senior leaders
    • Advanced Excel skills with experience building business cases with control monitoring
    • Leadership in coordination efforts across multi-business unit stakeholders
    • Strong relationship management and ability to navigate the complexities of gaining buy-in, building consensus and resolving conflicts in an organization
    • Expert communicator at executive level, able to simply and concisely communicate complex information
    • Strong data & business centric mindset with ability to utilize sound judgment and tailor approach to drive optimal outcomes
    • Strong verbal and written communication and presentation skills
    • Ability to interpret data and analyze the results using statistical techniques. Ability to take that data, observe trends and/or issues to raise with stakeholders
    • Design and develop metrics, reports and analysis to drive key business decisions. Develop strategy and process improvement in partnership with stakeholders

    Desired Skills

    • Experience with and knowledge of client care reporting, analysis and processes
    • Experience using Voices, Nexidia
    • General Bank product knowledge or product specific knowledge (e.g., Credit Card, Payments, Mortgage)
    • Ability to analyze business requirements and propose various solutions
    • Flexible, self-starter, fast-learner – willing and able to quickly learn new technologies and skills
    • Experience with leading Client Experience or Digital Banking initiatives
    • Process / journey mapping experience

    Job Band:

    H4

    Shift: 

    1st shift (United States of America)

    Hours Per Week:

    40

    Weekly Schedule:

    Referral Bonus Amount:

    0

    Job Description:

    The Servicing Transformation Program Manager will work directly for the Servicing Transformation Executive to drive large key strategic initiatives and execute on business/strategic initiatives across the Retail organization. Priorities will include supporting strategic programs that will influence exceptional client service, organizational change, and industry leading platforms for our clients. This team works directly with our line of business partners to support various strategic initiatives across the organization by evaluating opportunities to realize cost savings through call reduction and developing business cases to assess potential client care benefits. In addition, you will assist with the development of business strategies, leveraging data and analysis to extract strategic insights, and drive implementation by partnering with all relevant stakeholders. The Program Manager will also act as a product owner for one or more client call types and will provide regular and ad hoc feedback to senior executives on existing call reduction initiatives and new call reduction opportunities for consideration.

      Servicing Transformation Program Manager Key Role Responsibilities include:

      • Build a strong understanding of the call type classification data including but not limited to, reporting, technology and stakeholders
      • Engage regularly with LOB/Segment Leaders, stakeholders across Client Servicing and stakeholders within the Retail organization
      • Identify and communicate risk and opportunities identified as you assist with leading initiatives within the Client Servicing OpEx program
      • Help design routines, processes and reporting as a means of identifying opportunities to enhance the Consumer and Small Business Client Experience
      • Provide qualitative feedback and analysis to change executives and to teams guiding and managing the Client Experience programs

      Required Skills

      • 5+ years of experience in leadership, program management, change management, strategy development and/or risk
      • Proven ability to ask questions, challenge processes, solve issues and see a strategic vision
      • Strong PowerPoint skills with an ability to tell the story and connect the dots for senior leaders
      • Advanced Excel skills with experience building business cases with control monitoring
      • Leadership in coordination efforts across multi-business unit stakeholders
      • Strong relationship management and ability to navigate the complexities of gaining buy-in, building consensus and resolving conflicts in an organization
      • Expert communicator at executive level, able to simply and concisely communicate complex information
      • Strong data & business centric mindset with ability to utilize sound judgment and tailor approach to drive optimal outcomes
      • Strong verbal and written communication and presentation skills
      • Ability to interpret data and analyze the results using statistical techniques. Ability to take that data, observe trends and/or issues to raise with stakeholders
      • Design and develop metrics, reports and analysis to drive key business decisions. Develop strategy and process improvement in partnership with stakeholders

      Desired Skills

      • Experience with and knowledge of client care reporting, analysis and processes
      • Experience using Voices, Nexidia
      • General Bank product knowledge or product specific knowledge (e.g., Credit Card, Payments, Mortgage)
      • Ability to analyze business requirements and propose various solutions
      • Flexible, self-starter, fast-learner – willing and able to quickly learn new technologies and skills
      • Experience with leading Client Experience or Digital Banking initiatives
      • Process / journey mapping experience

      Shift:

      1st shift (United States of America)

      Hours Per Week: 

      40

      Learn more about this role

      Full time

      JR-22064659

      Band: H4

      Manages People: No

      Travel: Yes, 5% of the time

      Manager:

      Talent Acquisition Contact:

      Jolene Georges

      Referral Bonus:

      0