Manager Enterprise Operations

This is a hybrid role with the expectation that time working will regularly take place inside and outside of a company office.

We are looking for candidates who live within a commutable drivable distance to our Phoenix, AZ or Pasadena, CA office.

This position manages a team, or team's, within Enterprise Bank Operations. Leads a team of associates throughout daily business operations to ensure efficiency, accuracy and quality of work. Develops business plans that improve processes and performance. Leads operational project planning and execution. Provides guidance to staff on complex matters and delegates tasks. Monitors regulatory, legal and bank policy compliance within operational processes or systems. Works closely with business teams, clients and other stakeholders to resolve issues and provides high level of service.

• This position is responsible for the management and operational oversight for west coast Item Processing and mail operations in Phoenix, Pasadena and Santa Clara.
• Mail operations include processing and distribution of internal and external mail, management of courier vendors and contract staff.
• Item processing responsibilities includes oversight for a team of transaction review associates, the end-to-end process from capture to posting and management of the Item Processing outsourced functions and vendor.
• This role will also support risk management functions for the larger Check & Processing Services team.
• Provides for the guidance, direction and development of assigned staff.
• Builds strong relationships with external vendors to ensure a high level of service.
• Leads daily activities and champions continuous process improvement in order to support strategic goals and meet service level agreements and quality standards.

• Operations Oversight - Manages daily operational activities, ensuring efficiency, accuracy, and quality of work. Reviews operational processes for opportunities of improvement and recommends appropriate changes. Addresses operational or service issues, communicating with all involved parties for resolution. Implements and manages projects that support business and departmental goals.
• Managerial Functions - Establishes and monitors expectations to achieve team goals. Makes appropriate changes to operations policies, procedures, and internal controls in order to meet objectives. Manages the performance, training, and evaluation of assigned staff. Maximizes department achievements by providing professional development.
• Compliance - Ensures all operational policies and procedures are regularly reviewed and updated. Ensures compliance with all policies, processes, and internal controls. Manages an operational risk framework within Bank activities. Facilitates internal and external audits of operations.
• Collaboration - Works with leadership to support business strategy that enhance service levels and regulatory compliance within daily operations. Works closely and effectively with bank stakeholders in the monitoring and review of department processes.
• Risk Management - Support risk management activities for Check & Processing Services by participating in risk identification and prioritization, development of mitigating controls, control testing, audit response, issue management and KI development/reporting.
• Vendor Management - Builds and maintains strong vendor relationships. Oversees vendor performance, quality and adherence to service level agreements. Ensures that all department equipment is properly maintained by vendors. Participates in contract negotiations and leads Third Party Risk Management activities for assigned vendors.
• Business Analytics - Demonstrates strong management-by-metrics discipline. Develops and monitors KIs, creates reports that monitor production, volume, and accuracy throughout daily operations. Analyze results and trends to formulate recommended changes.
• Financial Management - Prepares and maintains department budget, including monthly variance analysis. Manages expenses and invoice payments associated with Print & Mail Operations, including all FedEx, courier and postage expenses.
• Project Management - Oversees interdepartmental projects and initiatives impacting Print & Mail Operations including mergers and acquisitions. Coordinates project tasks with partner groups to achieve success.

Bachelor's Degree and 4 years of experience in Operations and Leadership OR High School Diploma or GED and 8 years of experience in Operations and Leadership

*Business travel to designated offices is required for this position

Preferred Qualifications:

• Proven experience managing teams in multiple locations. Ability to motivate, mentor, and coach staff.
• Experience with process improvements. Ability to manage timelines, resources, and deliverables. Must have excellent verbal, written, and interpersonal communication skills.
• Experience and strong knowledge of risk management frameworks and compliance requirements.
• Must have strong organizational and time management skills.
• Must have strong analytical skills, demonstrated success managing by metrics, be detail oriented, able to multitask and function in a fast-paced environment.

If hired in California, the base pay for this position is generally between $87,000.00 - $116,000.00. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment.

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.