Manager, Collections Tech Solutions - Pensacola, United States - Navy Federal Credit Union

Description

Overview
To plan, manage, and direct the functions of the Collections Technology Solutions branch.

Provide innovative thought leadership to advise and recommend/propose changes and additions to systems architecture, systems integration, systems capabilities, program additions, process improvements, business solutions and organizational capabilities.

Analyze and adjust branch work quality, staff performance, systems, processes and procedures to meet goals. Serve as subject matter expert regarding branch functions, systems, policies and procedures. Manage daily activities of professional employees and/or supervisors. Support executive management in developing and executing strategic plans.
Responsibilities
Develop branch strategy, establish priorities and set goals; evaluate and implement standards and ensure alignment with department/organizational objectives
Manage and direct operations to ensure targets, service level agreements and corporate objectives are met
Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards
Partner with senior business leadership to evaluate lending strategies and solutions related to new products, systems and technologies
Manage business project prioritization for ISD and/or vendor projects
Maintain expert knowledge of the IT portfolio decision process, aligning closely with the BRM and senior lending leadership
Advocate for project priority and exceptions as needed; inform business leadership through all phases of the PPT process
Prepare reports and make presentations to senior management
Monitor and analyze key performance indicators; interpret results of analysis and present recommendations, alternatives and implications to management
Build organizational agility through key business relationships to inform and advise Lending leadership of external projects and initiatives impacting their respective teams
Evaluate and provide input for the selection of new and/or improved products, systems, or technology
Maintain broad knowledge of financial services industry, trends, products and services related to software applications and technology
Partner with other Lending Systems teams, internal business partners and external vendors to improve procedures, resolve issues, and implement initiatives
Partner with ISD, the PMO, Digital Channels, Digital Labs, and vendors to manage and/or assist with managing major systems
Oversee training and development programs for staff
Resolve escalated system testing and implementation issues; recommend incremental system solutions to mitigate and/or prevent system outages
Act as escalation point for production incidents
Ensure all application and configuration change management procedures are documented and auditable
Ensure all monthly, quarterly, semi-annual and annual application audits are executed and documented in a timely manner
Support and respond to all audit requests, including ISD, internal audit, operational risk, external audits, and regulatory agencies
Evaluate budget; prepare Annual Financial Plan (AFP); report variances, and recommend budget adjustments that support business needs, goals and objectives
Lead application governance meetings, summarize recommendations and management decisions and expected outcomes; maintain meeting minutes
Provide forward thinking technical expertise in current and emerging technologies, trends and practices including employee engagement best practices
Review monthly reporting to ensure business demand is being met and that projects and ancillary work is being produced according to service levels; negotiate adjustments to assignments and delivery dates as warranted
Evaluate performance and delivery trends for service to customers
Collaborate with Assistant Managers as they work closely with business management and subject matter experts to ensure work portfolios are regularly prioritized and reported to meet service demand
Develop workforce strategy and resource plan (e.g., skills, competencies, team size, etc.) to align with business demand as portfolios expand in complexity and size
Act as business data steward for department/division responsible for business decisions related to access controls and record retention schedule, defining data specifications, implementing data procedures, and ensuring data quality across applicable business subject areas; receive guidance from department business data trustee
Maintain thorough knowledge of applicable federal and state laws, rules, regulations, and NFCU policies and procedures
Perform supervisory/managerial responsibilities

Ensure adequate/skilled staffing; select employees
Establish performance goals and priorities
Prepare, conduct and review performance appraisals
Develop, mentor and counsel staff
Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
Ensure section/branch goals and objectives align with division/department strategy
Ensure efficiency of operations
Leadership Level - Supervise daily activities

Perform other duties as assigned
Qualifications
Expert knowledge of applicable federal and state laws, rules, and regulations
Expert knowledge of banking/financial industry trends, products, services, and operational and regulatory risks and controls
Extensive progressively responsible experience leading and managing a collections and loan origination and servicing operation, preferably in a large financial institution
Significant experience in large automated systems analysis, development, testing and deployment
Extensive experience managing multiple priorities independently and/or in a team environment to achieve goals
Extensive experience working with all levels of staff, management, stakeholders, vendors
Advanced knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modeling
Extensive experience supervising and leading employees
Advanced skill developing and implementing programs in a leadership role, providing vision and strategic thinking around a full range of technical decisions and issues
Expert relationship building, negotiation and facilitation skills
Expert analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
Expert research, analytical, and problem solving skills
Expert skill using innovative thinking to solve problems and facilitate the decision making process
Expert skill interacting with staff, management, vendors and members diplomatically and tactfully
Expert skill identifying and analyzing business requirements and recommending solutions
Expert skill producing desired results and achieving goals and objectives
Expert skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
Expert skill resolving conflicting requests and dealing with ambiguity by meeting changing requirements
Expert organizational, planning and time management skills
Expert verbal and written communication skills
Expert database, word processing, spreadsheet, and presentation software skills
Master's degree in Information Technology, Computer Science, or related field, or the equivalent combination of training, education, and experience
Desired Qualifications
Advanced knowledge of NFCU products, services, programs, policies and procedures
Advanced knowledge of NFCU System Development Life Cycle
PMP and/or ITIL Certification

Hours:
Monday - Friday, 8:00AM - 4:30PM

Location:

820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive Pensacola, FL 32526
About Us
You have goals, dreams, hobbies, and things you're passionate about-what's important to you is important to us.

We're looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them-friends, family, and passions.

And we're looking for team members who are passionate about our mission-making a difference in military members' and their families' lives.

Together, we can make it happen.

Don't take our word for it:

• Military Times 2022 Best for Vets Employers
• WayUp Top 100 Internship Programs
• Forbes 2022 The Best Employers for New Grads
• Fortune Best Workplaces for Women
• Fortune 100 Best Companies to Work For
• Computerworld Best Places to Work in IT
• Ripplematch Campus Forward Award - Excellence in Early Career Hiring
• Fortune Best Place to Work for Financial and Insurance Services

Equal Employment Opportunity:
Navy Federal values, celebrates, and enacts diversity in the workplace.

Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans.

EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/DisabilityDisclaimers:
Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position.

Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume.

Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive.

You are paid within the salary range, based on your experience, location and market positionBank Secrecy Act:

Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

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