Bank Operations Support Manager – Vice President

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Company: MUFG
Location: Tempe, AZ 85281

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Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2018). In the Americas, we’re 13,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, developing positive relationships built on integrity and respect. It’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. We’re a team that accepts responsibility for the future by asking the tough questions and owning the solutions. Join MUFG and be empowered to make your voice heard and your actions count.

Job Summary:

Manage assigned staff and/ processes; provide leadership to 27 direct and indirect reports that support the Bank’s strategic goals and objectives. Direct reports typically include supervisors and exempt level staff; may indirectly manage exempt and/or nonexempt staff. Establish and monitor objective, measurable performance standards for direct and indirect reports. Responsible for managing operation within established budget, providing meaningful budget variance explanations and participation in development of annual budget for work unit(s) managed.

Major Responsibilities:

PRODUCTION MANAGEMENT

Strong Regulation E Claims Management experience a MUST.

  • Provide oversight and direction to assigned PSO supervisors to ensure that staff is scheduled and work is assigned to ensure that all processing deadlines and service levels are consistently met.
  • Work with senior management and direct reports to develop and implement objective, measurable productivity and quality standards for staff and/or processes managed.

HUMAN CAPITAL

  • Responsible for interviewing, hiring, coaching, performance counseling (including preparation of counseling memos and annual performance appraisals) and termination of direct reports while complying with all State and Federal law and all Bank policies and procedures.
  • Promote a safe, productive, harassment-free work environment that encourages peak performance and fosters innovation, employee development, and teamwork.
  • Recommend salary increases that incent desired performance while adhering to Bank budget constraints.
  • Ensure employee training and development of direct and indirect reports.

CUSTOMER SERVICE

  • Ensure that departments managed consistently provide the highest possible level of customer service to both internal and external Bank customers.
  • Implement processes/procedures to improve/enhance customer service, informing senior management of needed changes.
  • Effectively communicate with internal and external customers to resolve customer service issues/problems.
  • Work with senior management to help resolve customer complaints.

RISK MANAGEMENT

  • Work with direct reports to ensure that all procedures, policies and controls are consistently followed at all times.
  • Create and promote a high degree of awareness of risk, risk control measures, and compliance policies and procedures among all staff members.
  • Ensure that all staff members successfully complete all required compliance and other certifications; provide assistance?coaching as necessary.
  • Drive work unit/RC audits, SOX testing, and business resumption planning and exercises.
  • Provide senior management and PSO Risk area with feedback and recommendations for mitigating potential risks and risk trends.

Qualifications:


Additional Information:

  • Requires strong leadership skills with proven ability to effectively manage the performance of others; excellent customer service skills; detailed knowledge of bank’s systems, policies and procedures; strong interpersonal, written, and verbal communication skills; demonstrated ability to organize and prioritize work assignments; high degree of initiative, delegation, documentation, and follow up skills; flexibility; proven work ethic.
  • 5 – 9 plus years of Management experience required.
  • Strong Regulation E Claims Management experience a MUST.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.