Overview

　　This hybrid position manages a team in the SVB Client Advisory Group within Enterprise Bank Operations. Leads a team of 14-18 associates throughout daily business operations to ensure efficiency, accuracy and quality of work. Develops business plans that improve processes and performance. Leads operational project planning and execution. Provides guidance to staff on complex matters and delegates tasks. Monitors regulatory, legal and bank policy compliance within operational processes or systems. Works closely with business teams, clients and other stakeholders to resolve issues and provides high level of service. Success is measured on the following metrics:

　　Service level for phone calls / 80% of calls answered within 20 secondsQuality of casesVoice of the customer (surveys) - including overall satisfaction and first contact resolutionTeam adherence and wrap-up timeTeam productivity (calls/cases per day)Compliance and trainingThis is a hybrid position with a preferred location of Salt Lake City, but Phoenix and Raleigh will be considered as alternate locations. Candidates must live within a commutable distance to one of these office locations. The schedule for this role is typically Monday through Friday covering either an opening or closing shift (subject to change based upon business needs) between the current hours of operation of 5:00 AM - 5:30 PM Pacific Time.

　　Responsibilities

　　Operations Oversight - Manages daily operational activities, ensuring efficiency, accuracy, and quality of work. Reviews operational processes for opportunities of improvement and recommends appropriate changes. Addresses operational or service issues, communicating with all involved parties for resolution. Implements and manages projects that support business and departmental goals.Managerial Functions - Establishes and monitors expectations to achieve team goals. Makes appropriate changes to operations policies, procedures, and internal controls in order to meet objectives. Manages the hiring, performance, training, and evaluation of assigned staff. Maximizes department achievements by providing professional development.Compliance - Ensures all operational policies and procedures are regularly reviewed and updated. Ensures compliance with all policies, processes, and internal controls. Manages an operational risk framework within Bank activities. Facilitates internal and external audits of operations.Collaboration - Works with leadership to support business strategy that enhance service levels and regulatory compliance within daily operations. Works closely and effectively with bank stakeholders in the monitoring and review of department processes.Qualifications

　　Bachelor's Degree and 4 years of experience in Operations and Leadership OR High School Diploma or GED and 8 years of experience in Operations and LeadershipPreferred Qualifications:- Minimum 2+ years supervisory/leadership experience in leading a team across diverse functions- Proficient in MS Office- Experience working with workforce planning tools and call routing software- Banking of financial services experience- Inbound call center experience