Account Opening Operations Manager

Operations Section Manager II

Directly manages a medium team of entry level and more senior non-exempt staff. Responsible for a set of moderately to highly complex operational activities that occur throughout the day and limited after-hours, including ensuring all associated service level targets are met which requires planning and periodic execution of contingency processes. Leads or works independently on moderately complex issues and small to medium size projects to drive improvements in business processes.

Position Responsibilities

Leadership and HR Management

• Provide consistent and effective leadership in accordance with HR policies and procedures.
• Provide management direction and support to direct reports and limited indirect resources. Establish objective goals via the Performance Management Process (PMP).
• Monitor non-exempt staff performance against individual performance goals.
• Promote a positive and collaborative working environment.
• Conduct regular one-on-ones with direct reports.
• Ensure non-exempt staff follow area procedures.
• Ensure non-exempt staff are properly cross trained.
• Monitor employee time and attendance.
• Administer corrective action or performance improvement plans as needed.
• Hold career and development plan discussions with all team members.
• Encourage staff certification for Comerica's Sustainability and Diversity programs

Operations Management

• Ensure operational processes consistently meet established service level targets.
• Leverage desktop/management tools (e-Time, Outlook, capacity plans, etc.) to maximize delivery of services at the highest level of quality and efficiency.
• Collaborate with upstream/downstream colleagues to ensure end-to-end processes occur without interruption.
• Oversee the implementation of staff cross-training activities.
• Knowledgeable on disaster recovery and business continuity planning and responses.
• Proactively solve problems that hinder operational performance or negatively impact the customer experience.
• Provide limited scope strategic thinking including recommendations to achieve long-term goals.
• Develop and manage operational procedures to ensure consistent execution of business processes.

Project Management

• Participate in Projects directly related to business unit.
• Evaluate the effects of project on section procedures and policies.
• Participate in Projects related to other business units which may impact processes and procedures in assigned unit.
• Provide insight for potential risks of expected changes.
• Assist employees in managing through the change process.

Financial Management

• Proactively manage controllable expense line items such as overtime, supplies and vendor fees.
• Evaluate expenses and variances to expenses to make recommendations for solutions.
• Leverage performance management tools (e.g. Capacity Plans) to ensure appropriate staffing levels are maintained, including the use of overtime.
• Knowledgeable in and accountable for process improvement/change management across the unit.

Risk Management

• Obtain satisfactory or better audit ratings.
• Ensure Business Continuity plans are maintained and successfully pass all tests.
• Provide input that is used to identify, evaluate and determine risks and consequences for decisions impacting unit.
• Identify risks associated with tasks/activities and take steps to mitigate effectively.
• Perform periodic self-evaluations to ensure controls are working as designed.
• Ensure compliance with all department, corporate and government procedures, policies, laws and regulations.

Supplier Management & Technology Ownership

• Participate in supplier management activities such as third-party risk reviews, contract review, invoice validation, service level performance and QBRs as directed.
• Own and/or support technology applications including responsibility for user access reviews, application related projects.