Operations Manager 1

 

At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

 
Department Role:
Oversee team who processes consumer report dispute requests from internal and external customers.  Ensures quality service and effective operations support for all of the assigned internal and external customers.  Accomplishes results through the effective management of staff in processing and support roles.  Administers corporate policies and procedures and ensures compliance with applicable laws and regulations, including the Fair Credit Reporting Act (FCRA).   
 
Essential Job Duties:
  1. Manage workflow distribution. 
  2. Coordinate onboarding for new staff members.
  3. Coordinate cross training efforts for existing staff members. 
  4. Track volumes by employee for performance evaluations, and coach employees to meet their goals. 
  5. Develops and prepares reports, records, and performance monitoring mechanisms informing management of operational activities.
  6. Participate and/or conduct monthly one-on-one reviews.
  7. Assist in problem resolution, including complex escalated situations.
  8. Ensure that daily volume reports and staff time entry is completed. 
  9. Identify & communicate process improvement ideas. 
  10. Coordinate with other departments as needs arise to meet service levels. 
  11. Develop staff for future career advancement.
  12. Monitor daily attendance for sick, tardy, and late minutes; taking appropriate disciplinary action when necessary
  13. Complete audit of timesheets weekly including validation of paid/unpaid time off and accurate hours worked.
  14. Work closely with training team on training courses or procedural updates.
  15. Anticipates and presents significant changes in process to the team.
  16. Reviews on a monthly and/or quarterly basis the staff’s performance goals to ensure appropriate alignment.
  17. Identify opportunities for coaching and development based off productivity and quality and other issues referred by management.
  18. Additional duties as assigned by leadership.
  19. Formulates proposals for new systems and information needs by analyzing existing systems and procedures and defining recommended technical and procedural improvements.
  20. Develops communication tools to ensure a high level of awareness of policies, plans, procedures or project results.
  21. Perform a wide array of Human Resources/EEO activities, including interviewing, performance appraisals, promotions, salary recommendations, and corrective action/termination.
 

Qualifications

 
Basic Qualifications
- Bachelor's degree, or equivalent work experience
- Two to three years of operations experience in the financial services industry
- Minimum one year of supervisory/management experience
 
Preferred Skills/Experience
- Strong knowledge of all products serviced in CLLO

- Good Mathematical skills

- Advanced Analytical skills, ability to identify, resolve and interpret data
- Excellent attention to detail
- Ability to support department goals and objectives
- Excellent verbal communication and organizational skills
- Strong written communication
- Proven ability to solve problems and follow through
- Possession of strong personal code of ethics, including maintaining confidentiality
- Works well in both a team environment and individually with minimum guidance 
- Proficient computer skills, including use of multiple applications simultaneously
- Fluent in Microsoft Office applications
- Ability to motivate staff, provide direction, and exhibit professionalism
- Strong analytical, forecasting, planning, and organizational skills
- Knowledge of Credit Industry and Credit Bureau Reporting
- Knowledge of e-OSCAR system
- Knowledge of Fair Credit Reporting Act (FCRA)
 

Job

Operations

Primary Location

Wisconsin-WI-Oshkosh

Shift

1st - Daytime

Average Hours Per Week

40