Sr. Associate, Small Business & Consumer Operations

About the position

Responsible for the day-to-day operations of the company's business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.

Responsibilities

• Develops close working partnerships with all appropriate parties
• Provides professional level of communication to internal/external partners, and team members and management.
• Proactively looks for ways to improve and promote quality and provides clear path for resolution.
• Delivers consistent, high level of service within Service Excellence Guidelines.
• Evaluates, prioritizes and resolves technical issues for the organization's products and services.
• Communicates and facilitates best practices for customer error resolution related to consumer support teams.
• Analyzes and evaluates incident reports and makes recommendations to reduce issues rates.
• Consults with management and vendors to explain software errors and recommends changes to programs or services.
• Tests software for system and product compatibility, upgrades or systems changes on deployed or new products, services and solutions.
• Develops, instructs and updates various lines of business and support teams as needed through the construction and updating of user training manuals and procedures for the corporation.

Requirements

• Bachelor's Degree or equivalent work experience in Finance, Business or Internal Technology equivalent field.
• 9-12 years - Demonstrated experience within Consumer Operations.
• Intermediate to advanced problem solving skills to identify and independently resolves problems in a timely manner.
• Ability to gather and analyze information skillfully and thoroughly in order to develops documents and communicate solutions.
• Reacts positively and effectively with frequent change, delays or unexpected events.
• Must be receptive to new ideas and embrace changing responsibilities with a positive attitude.
• Extensive software application knowledge.
• Thorough knowledge of banking products and services.
• Able to respond promptly to customer needs with flexible approach or method to best fit the situation and technical skills of the end-user.
• Ability to respond positively to questions as well as soliciting and applying customer feedback.
• Effective oral and written communication skills to professionally resolve issues with internal and external customers and communicate technical information clearly based on the need of the end-user.
• Ability to adapt to fluctuations in workload.

Benefits

• Equal opportunity employer
• Consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.