Lead Specialist, Operations

Working hours for this position will be a schedule of: Monday - Friday 4:00am to 12:30pm

Process & Procedures: Assist in the development, testing and implementation of quality controls, production goals, new methodologies, and system enhancements. Identify and escalate business risks and efficiencies resulting from an activity being performed within a department.  

• Assist manager in the review and assessment of team adherence to standard operating procedures and all pertinent regulations.  

• Develop and maintain comprehensive job knowledge. Coordinate or provide on-the-job training (OJT) for all department job functions.  

• Responsible for updates, recommended changes, enforcement, and distribution. 

• Serve as an escalation point for team members for situations not addressed within the standard operating procedures.   

People: Monitor, coach and recommend additional training solutions for team members to maintain or exceed established standards of productivity, quality of customer interactions and accuracy of customer transactions.  

• Assist in Collecting, document, and submit examples of personal effectiveness of team members to support the development of meaningful and valuable PEA(s). 

• Provide input for capacity planning, management of schedules (PTO), and some coaching/feedback with team members. 

• Coordinate or perform training for new team members and cross-training for existing team members. 

Work coordination: Identify opportunities and allocate team resources effectively regarding day-to-day functions and responsibilities to achieve the highest levels of quality, efficiency, and performance.  

• Ensure weekly work schedules reflect proper coverage to effectively maintain production levels.  

• Perform daily department functions as needed. Complete special projects as assigned within allotted time. 

• Research complex customer issues escalated by team members and resolve in a timely manner.     

• Assist department manager by representing the team in business partner and project meetings.  

• Assist in Coordinating or providing compiled department production reporting information regarding volumes, quality, trends, and escalations.  

Understand and comply with the Bank's BSA/AML Program; adhere to all bank policy, laws, and regulations applicable to role. 

• Complying with the Bank's Customer Identification Program and Customer Due Diligence Policy. 

• Identifying, monitoring, and reporting suspicious activity. 

• Completing BSA/AML and other assigned training promptly as directed by management. 

• Report all compliance issues, violations of law or regulations in accordance with the steps defined in the FNO Compliance Accountability Program. 

• Remain up to date on regulatory changes via online provider, newsletters, attending seminars, training, and bulletins from regulators or other applicable agencies.  

Demonstrate professional behavior and promote positive working relationships. 

• Practice the FNNI Operating Philosophy and FN Operations’ values, support goals and strategic plan.  

• Employ and promote a strong work ethic, encouragement, and positive feedback to team members.  

• Maintain constructive working relationships, engage in open communication, and demonstrate commitment, dependability, and respect for team members.  

• Demonstrate regular and predictable attendance, punctuality, and adherence to agree upon schedule. 

• Project a professional image in dress, manner, communication, and focus. 

• Be accountable for continuous best efforts to complete the job assigned. 

 In line with the role Attributes for this position which is Acquiring on the following- Accountability, Adaptability, Collaboration, Customer Focus, Initiative, Learning Orientation and Problems Solving.

•   Working knowledge of Microsoft Office suite of products