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Contact Center Program Manager III

Navy Federal Credit Union Pensacola, FL Full-Time
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Employee Perks

Why You Will Love Being Part of the Navy Federal Team:

*Competitive compensation with opportunities for annual raises, promotions, and bonus potential
*Best-in-Class Benefits! (7% 401k match / Pension plan / Tuition reimbursement / Great insurance options)
*On-site amenities include fitness center, wellness center, cafeteria, etc. at Pensacola, FL; Vienna, VA and Winchester, VA campuses
*Consistently Awarded Top Workplace
*Nationally recognized training department by TRAINING Magazine
*An employee-focused, diverse, and service-oriented workplace environment

Basic Purpose

To manage, influence and lead strategic direction and optimal performance of Navy Federal’s member service delivery channels and to provide supervision and oversight and personnel management. Develop, implement, evaluate, and lead users to comply with best practices to ensure timely and effective channel/ program delivery and administration. Acts as subject matter expert and main point of contact for department/organization. Serve as liaison for users/vendors and project managers including coordination of all communication and monitor assigned projects to ensure timely completion of goals and objectives. Monitor the activity, evaluate the program and channel to identify opportunities to improve Navy Federal member and employee programs and channels. Maintain an understanding and an expert knowledge of the functions, processes, programs and systems of other applicable business units. Work on complex issues requiring knowledge of organizational objectives and competing priorities.

•Apply expert knowledge and experience of best practices, trends, standards, requirements, and developments incontent distribution technologies to formulate innovative ways to support department strategic objectives and promote continuous improvement
•Continuously monitor and analyze overall program and channel effectiveness; identify and address areas of opportunity and make recommendations
•Ensure effective strategic alignment of initiatives involving the selection, evaluation, & management of new programs and technologies that optimize the channel delivery
•Increase program and channel adoption, distribution and use in alignment with the strategic plan; track channel metrics and member feedback
•Innovatively identifies and collaborates with management regarding the current and future member needs and trends for programs and channels based on member and business unit feedback
•Research technologies, channels, programs, and vendor offerings to enhance business solutions and organizational capabilities
•Develop and maintain a thorough knowledge of Navy Federal’s field of membership, programs, channels, products, services, the financial service industry, and economic trends
•Stay abreast of corporate initiatives; determine risk and advise management on compliance impact
•Identify, recommend and manage vendors for channel service projects to promote organizations channels, programs and services
•Act as a liaison between business units, ISD and vendors/system providers regarding program enhancements, program changes, new channels and services
•Identify, scope, document, coordinate, and implement business solution requirements in accordance with program/channel and project goals
•Perform qualitative and quantitative analysis using analytical techniques, tools, models, simulation, etc.
•Oversee periodic testing of programs and business recovery plans
•Prioritize projects and delegates assignments, including project analysis, requirements definition, and implementation of program modifications and enhancements
•Develop action plans for conducting internal analyses and collaborate with business partners to identify root causes for operational gaps and establish solutions
•Work with the various areas within ISD to assist and provide oversight in problem identification and resolution of errors in the functionality or operability of systems supporting digital technology
•Produces reports and makes presentations to senior management; provides recommendations on
General Information communication strategies
• Manage complex initiatives or participate in portions of large/complex scoped projects with guidance from senior staff and/or management – Oversee/Direct
• Serve as liaison regarding program functions and how they relate to other channel services  
• Serve on teams and task groups for program or channel projects/initiatives of significant impact within the business unit &/or across the organization
• Ensure effective initiative management of projects from inception through implementation
• Perform supervisory/managerial responsibilities
• Ensure adequate/skilled staffing; select employees; interview and onboard staff
• Conduct initial training of new team members
• Establish performance goals and priorities
• Prepare, conduct, and review performance appraisals
• Develop, mentor, and coach 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
• Act as manager in the incumbent's absence
• Monitor daily production reports and staff work volume; adjust assignments to meet fluctuating workload Assist in leading
• Coach team member to improve performance gaps identified via feedback from various sources
• Mentor members of the team within the branch to ensure cooperation and consistent application of policies and procedures
• Ensure the branch team develops and maintains strong technical, soft and leadership skills; strong cohesion; high morale; and strong performance levels
• Ensure compliance with all HR related policies, practices and procedures, such as timekeeping, recruiting, compensation, separations, leave usage, etc.
• Perform other duties as assigned
Qualifications - Knowledge, Skills, and Abilities
• Bachelor’s Degree in Business Administration, Finance, or the equivalent combination of training, education, and experience
• Expert skill in project management to include establishing and leading project teams; managing timelines/deadlines/resources; ensuring successful project implementation
• Extensive planning, organizational and problem solving skills including successful experience as a project leader applying sound judgment, and problem solving skills
• Extensive experience with workflow and program development; systems analysis and design; systems testing environments; and development of requirements documents, procedures and implementation plans
• Expert knowledge of the development of delivery channels (online, chats, text, call center, etc.)
• Expert knowledge of banking/financial industry trends, products and services
• Expert skill exercising initiative and good judgment to make good decisions
• Expert knowledge of market trends, business strategies and technology and their interrelationships
• Extensive experience to manage multiple initiatives, and meet changing requirements and priorities to accomplish objectives and goals, independently or in a team environment
• Extensive experience in collaborating across organizational boundaries and building partnerships across various functions
• Expert skill identifying and analyzing business requirements and recommending solutions
• Expert innovative thinking skills to solve problems and facilitate the decision-making process
• Expert and highly effective verbal, written, and interpersonal communication skills, including skill in communicating complex terms to all levels of audiences
• Expert analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
• Significant experience in leading, training, guiding and mentoring others
• Expert knowledge of NCUA regulations that govern the activities, products and services of the business unit
• Expert knowledge of Navy Federal's functions, philosophy, operations and organizational objectives
• Extensive experience in working with leadership and management in diverse and complex operational environments
• Project Management Professional (PMP), or the equivalent combination of training, education, and experience
• Certified Scrum Master (CSM), or the equivalent combination of training, education, and experience
• Knowledge of systems and software used at Navy Federal
• Working knowledge of state and Federal laws; industry regulations, principles, and practices; and company policies that govern the business unit’s products/services

Days: Monday – Friday
Hours: 8:00AM – 4:30PM

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


Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need.

Bank Secrecy Act

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


Recommended skills

Coaching And Mentoring
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