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U.S. Bank Operations Manager 5 – Coeur d'Alene, ID or Fargo, ND or Englewood, CO in COEUR D'ALENE, Idaho

A note to applicants: U.S. Bank is closely monitoring thespread of the novel coronavirus, COVID-19 and taking a unified approach onrestrictions to minimize the impact on our employees andoperations. As a result, U.S. Bank has temporarily placed a pauseon in-person interviews and will offer our internal and external applicantsvideo and/or phone alternatives. By taking this step, we aredoing our part to help limit the spread of the virus. We are currentlyaccepting applicants and conducting phone interviews for the trainingclass. Our trainers and hiring teams are working together to practicesocial distancing within our service centers and training classes, and ourrecruiting team will be happy to share more with you about steps we are takingthroughout our interview process.

The Operations Manager is responsible for overall departmental expense management, revenue generation and achieving and maintaining service level goals. Ensuring compliance with applicable internal policies, procedures and regulatory requirements. Developing and monitoring production and service level standards; managing variable staffing; envisioning and articulating opportunities for change; controlling costs; developing and executing strategies to effectively develop, improve, and deliver products and services to meet our customer and business needs; and interacting with individuals at multiple levels of the organization.

Responsibilities include:

  • Motivating and educating staff to deliver ondepartmental goals to ensure our customers receive world class service.

  • Acting as a changeagent, promoting and enabling change and process improvement within thefunctional area.

  • Developing strategies and processes for interactingwith cardmembers to increase revenue and improve the customerexperience.

  • Participating in the development and enhancement ofgeneral processes and/or training procedures and managing productivity tosupport the service and revenue generation goals.

  • Interacting with internal departments to ensure thatcustomers' and employees' needs are met.

  • Handling or assisting in resolving the most complicatedtechnical and/or complicated transactions and operational issues.

  • Participating in the development and enhancement of equipmentand training procedures and programs which support products andservices.

  • Developing, implementing and maintaining new andrevised department operating policies and procedures to increase qualityof service and productivity.

  • Evaluating employees' performance and providingon-going, proactive, constructive feedback.

Supervisory functions include leading and directing a staff of approximately 75-100 employees, including Team Managers; evaluating employee performance and making salary recommendations, performing all aspects of the staffing process including recruiting, interviewing, and hiring staff to ensure appropriate hiring practices and maintaining staffing levels, staff training, and providing work direction.

Rotating occasional on-call weekend shifts will be required. Must be willing and flexible to work a varied schedule, as the business needs demand.


Basic Qualifications

  • Bachelor's degree, or equivalent work experience

  • Eight to ten years of operations-related experience

Preferred Skills/Experience

  • Considerable knowledge of operation functions, systems, policies and procedures for the assigned area

  • In-depth understanding and practical application of applicable laws and regulations

  • Excellent organizational, managerial and project management skills

  • Well-developed customer relations skills

  • Excellent interpersonal, verbal and written communication skills

  • Ability to manage multiple tasks/projects and deadlines simultaneously

  • Thorough knowledge of banking operations and human resources

  • Proficiency in Microsoft Office

  • Experience navigating a fast paced environment

  • Flexibility

  • Attention to detail

  • Contact Center Leadership or Financial Services experience

  • Expense management experience

Job: Operations

Primary Location: Idaho-ID-Coeur d%27Alene

Shift: 1st - Daytime

Average Hours Per Week: 40

Requisition ID: 200012228

Other Locations: North Dakota-ND-Fargo, Colorado-CO-Englewood

U.S. Bank is an Equal Opportunity Employer committed to creating a diverse workforce.

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.