BBVA Compass

  • OPERATIONS MGR II

    Posted Date 2 weeks ago(6/6/2018 6:05 PM)
    Location
    Texas
    EOE Statement
    Equal Opportunity Employer - Minority/Female/Disability/Veterans.
  • Overview

    At BBVA, we’re working to make banking better for everyone. That’s where you come in. We’re looking for smart, team-oriented people who want to be part of a first-class workforce that gives people the tools they need to meet their financial goals, all while delivering an outstanding client experience.
     
    Digital transformation is at the heart of BBVA. It’s how we will achieve our purpose to bring the age of opportunity to everyone. Our purpose reflects the bank’s role as a facilitator, offering customers the best banking solutions, helping them make the best financial decisions and making a real difference to their lives. We live in the age of opportunities where technology offers universal access to education and offers many more people than ever before the possibility of embarking on projects and pursuing their dreams.
     
    Are you a visionary?  Are you revolutionary?  Our Engineering teams are charged with reinventing the banking industry.  We are revolutionizing how banking is done today and how it will be done in the future.  Our team is made up of risk taking, intellectually curious, entrepreneurs who want to create the future of banking.  
     
    Learn more below.

    Responsibilities

    What you will be doing:

     

    Manage the employees and activities within a medium-sized production unit within the Operations Card Products Department housed in the South Texas Operations Center. This unit is part of a team which provides operational processing support for consumer and business credit cards, courier cards and prepaid cards; as well as non-card products, including overdraft line, simplified line of credit, and personal installment products. 

     

    • Monitor all incoming service requests via Client Vista system to ensure timely and accurate responses
    • Monitor service level agreements to ensure staff productivity, service level and quality goals are met and reported accurately
    • Serve as a liaison with offshore partners and hold them accountable for service level and their quality goals. Manage relationships, identify and address training needs, and ensure the Card Products Team is receiving adequate support for the services provided
    • Ensure any complex or escalated research requests or customer service matters are responded to in a timely fashion
    • Ensure necessary documentation is imaged
    • Oversee the training of new employees (internally and at vendor offshore partners)
    • Provide employee and vendor offshore partner coaching when performance improvement is necessary
    • Maintain all training material, ensuring it is current and accurate at all times. Ensure department policies and procedures are reviewed and updated in accordance with required time frames
    • Serve as escalation point for employees in the department and site.
    • Develop/direct projects relating to process development, improvement and efficiency as directed by Management.
    • Support and encourage participation in the Division’s development programs.
    • Maintain effective communication with staff.
    • Provide effective feedback to/from Sr. Management in support of corporate goals and objectives
    • Ensure all necessary Personnel-related documentation work is completed as required in a timely and accurate fashion
    • Provide support to Senior. Management in the area of budget and expense controls by successfully operating the department within the parameters of the approved budget in all areas of expense control, including FTE and overtime adherence
    • Review/Respond to all internal and SOX Audits in a timely manner as requested by Management
    • Other duties as assigned by Management

     

    Qualifications

    What you will bring:

     

    • Bachelor’s Degree or 2-3 years relevant leadership experience in an operations production environment.
    • Required experience with Total Systems or related credit card/debit card experience. Experience with Visa systems preferred.
    • Well-developed management, communications, organizational, customer service and decision-making skills.
    • Strong knowledge of regulations affecting area of responsibility.
    • Knowledge of bank products and operational procedures.
    • Proven ability to respond quickly as required by changing circumstances.
    • Strong PC skills including working knowledge of Microsoft Office applications

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