Consumer Delivery & Initiatives Mgr

📋 Description

• • Spearhead strategic and business-as-usual initiatives within the Consumer Bank, ensuring alignment with overarching company goals and key performance indicators (KPIs).
• • Take full ownership of assigned initiatives, from initial planning and readiness assessment through to successful implementation and ongoing management.
• • Drive cross-departmental collaboration, acting as a central point of contact and facilitator to ensure seamless project execution and stakeholder buy-in.
• • Manage and oversee the operations and strategic development of ITM Virtual Branches, including implementation and continuous improvement efforts.
• • Provide dedicated oversight and management for the Employee Banking Center, ensuring its efficient operation and contribution to employee engagement and satisfaction.
• • Champion the Consumer Bank Sales Risk Framework, working closely with legal, compliance, and operational teams to manage risks, address complaints, and implement remediation strategies.
• • Serve as the primary Consumer Bank representative on key strategic projects that extend beyond the direct line of business, including critical merger and acquisition activities, ensuring the Consumer Bank's interests and operational needs are met.
• • Proactively identify opportunities for process improvement within the Consumer Bank, developing and implementing solutions that enhance efficiency, reduce costs, and improve customer experience.
• • Translate complex business goals into clear technical requirements and, conversely, interpret technical capabilities into actionable business strategies, bridging the gap between business needs and technological solutions.
• • Develop and manage comprehensive engagement plans for new initiatives, ensuring all relevant stakeholders are informed, prepared, and supportive of upcoming changes.
• • Conduct thorough analysis of business operations, identifying areas for optimization and developing data-driven recommendations for improvement.
• • Monitor and report on key Consumer Bank KPIs, providing insights and actionable recommendations to senior management to drive performance and achieve strategic objectives.
• • Manage vendor relationships effectively, ensuring performance aligns with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), and overseeing contractual compliance.
• • Lead operational oversight for various consumer banking functions, driving continuous improvement and ensuring the delivery of high-quality service across all touchpoints.
• • Apply strong problem-solving and critical-thinking skills to conduct root-cause analysis of issues, develop effective resolution strategies, and implement robust risk mitigation plans.
• • Utilize proficiency in productivity and reporting tools, dashboards, and performance management systems to track progress, analyze data, and communicate findings effectively.
• • Maintain a deep understanding of consumer banking operations, risk management practices, regulatory expectations, and cross-functional business processes to inform strategic decision-making.
• • Foster a culture of accountability and ownership, ensuring all tasks and challenges encountered in the role are addressed proactively and effectively.
• • Adapt to changing circumstances and evolving business needs, demonstrating flexibility and resilience in a fast-paced environment.
• • Prepare for and manage potential travel requirements and extended working hours as necessitated by project demands and business needs.
• • Ensure all activities comply with banking regulations, audit standards, and internal policies, maintaining the integrity and reputation of SouthState Bank.
• • Collaborate with IT and other departments to ensure technology solutions effectively support business objectives and enhance customer interactions.
• • Develop and refine operational procedures and documentation to support best practices and ensure consistency in service delivery.
• • Contribute to the strategic planning process for the Consumer Bank, providing insights and recommendations based on operational performance and market trends.
• • Act as a change agent, guiding teams and stakeholders through transitions and ensuring successful adoption of new processes and technologies.
• • Uphold the company's values of building trust, fostering lasting relationships, and pursuing excellence in all aspects of the role.
• • Contribute to a positive and productive work environment, inspiring team members and cultivating potential.
• • Regularly assess and report on the effectiveness of implemented initiatives, making adjustments as needed to ensure desired outcomes are achieved.
• • Manage multiple projects simultaneously, prioritizing tasks effectively to meet aggressive timelines and deliver high-quality results.
• • Develop and maintain strong working relationships with internal and external stakeholders, including business partners, vendors, and regulatory bodies.
• • Ensure all consumer-facing initiatives and processes are customer-centric and contribute to an exceptional customer experience.
• • Drive innovation within the Consumer Bank by exploring new technologies and approaches to service delivery and product offerings.
• • Support the bank's growth objectives by identifying and executing initiatives that expand market reach and enhance competitive positioning.
• • Ensure robust governance routines are in place for all managed initiatives, facilitating effective decision-making and accountability.
• • Prepare and present comprehensive reports and presentations to senior leadership, clearly articulating project status, risks, and recommendations.
• • Continuously seek opportunities for professional development to stay abreast of industry trends and best practices in consumer banking and project management.