Manages and coordinates the operational activities for assigned functional areas/regions. Ensures quality service and effective operations support for all of the assigned internal and external customers. Accomplishes results through the effective management of staff that may range from lower level non-exempt through exempt level professionals. Administers corporate policies and procedures and ensures compliance with applicable laws and regulations. Participates in the review and recommendation of operational systems and procedures affecting assigned units, coordinating system conversions from an operations perspective. This position is required to support the CMS Bank Branded volume that will be transferred to offshore call center partners as growth is expected onshore for a new client.

Basic Qualifications
- Bachelor’s degree, or equivalent work experience
- Typically, eight to 10 years of relevant experience

Preferred Skills/Experience
- Advanced knowledge of operation functions, systems, policies and procedures for the assigned area
- In-depth understanding and practical application of applicable laws and regulations
- Strong organizational, managerial and project management skills
- Well-developed customer relations skills
- Effective interpersonal, verbal and written communication skills
- Ability to manage multiple tasks/projects and deadlines simultaneously
- Thorough knowledge of banking operations and human resources

INTERNATIONAL TRAVEL REQUIRED

ESSENTIAL FUNCTIONS:

• Partners with the CSC leadership team to identify and recommend areas of strategic sourcing.

•  Executes on the strategy to outsource the identified areas of CSC to the vendors with minimal disruption to the SLAs.

•  Directs the migration of activities to the vendor and is accountable for the success of the strategic sourcing for programs supported by the CSC.

•  Develop relationships with the vendor partners as well as ensure implementation of controls for the outsourced areas of the business.

•  Ensure that the assigned vendor operations area is adequately staffed and that all personnel are trained. Ensure accurate contractor reporting in Workday. 

•  Onboards hires, transfers, terminations using Vndly. Requests all access  for new hire training by training start date. Manages user access for all program/CSC/U.S. Bank systems and tools.

•  Partners with RMs, BI/Analytics, Forecasting and vendors to implement new telephony for changes to existing or new clients. Maintains program/client list and leads twice yearly audits to ensure offshore/onshore IVR allocations meet Client contract requirements.

•  Partners with U.S. Bank WFM and vendor WFM to ensure call volume forecast is aligned with the lock per the SOW requirements. Actively participates in demand planning. Communicates forecasts with vendors and ensures accountability weekly. 

•  Oversees vendor operations for designated functional areas or regions by planning workloads, scheduling departmental activities, and coordinating with related teams to ensure operational timelines are met. 

•  Reviews and approves all invoices related to the area the vendor relationship. Act  as liaison to finance when billing is in question.  

•  Reviews and compares vendor capacity plans for accuracy

•  Reviews and recommends new methods and procedures to make daily vendor operations in assigned areas more efficient.

•  Participates in the development and enhancement of equipment and/or training procedures or programs which will support products and/or services; may participate in project task forces or user groups to represent the department on training or system needs.

•  Interfaces with other departments, regions, vendors, agencies, etc. to resolve customer service issues.  Follows up with resolution of complaints and problems/issues to ensure timely response and customer service. Facilitates call recording requests for vendor agent calls for U.S. Bank partners (Risk, Complaints, RMs).

•  Implements and monitors vendor tracking and performance monitoring mechanisms.  Provides reports to keep senior managers informed of vendor operations activities; makes formal presentations to senior management as required.

• Vendor RTA - Provide updates daily to leaders.

•  Facilitates Weekly, Monthly and Quarterly Business Reviews with each vendor.

•  Partners with U.S. Bank, Vendor QA, Vendor Account Management, Operations to facilitate quality monitoring sessions to critically assess current processes prioritizing customer experience innovation. Takes QA dashboards and applies vendor feedback/in-house, process improvements. Utilizes similar approach to post call and email survey data. 

• Maintains knowledge of all products and services offered in the assigned area.  Keeps informed of new or changing developments, products, services or ideas which would affect vendor operations.

• Monitor and track business performance against vendor goals for assigned product line(s) or geographical areas.  Ensures sales, credit quality, risk, quality control and customer service goals are met. 

• Demonstrates thorough understanding of vendor contractual obligations.

• Plans, develops, implements and controls assigned vendor organization and budget functions.

• Incident Management and Troubleshooting for Vendor QA tools, VDI, VNDLY

• Citrix, All Program Systems, and POC for CCRT 

• Participates in CQA, BLQA, CAS Audits that cover Vendor reviews.

• Completes call listening requirements per business line expectations. 

The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.

This position is available for hire only in the following operational regions:

• Cincinnati
• Milwaukee
• Minneapolis/St. Paul and Twin Cities
• St. Louis
• Atlanta
• Charlotte
• Dallas
• Phoenix (Tempe)
• Fargo
• Oshkosh
• Owensboro
• Portland