Manager, Project Management- Contact Center Operations

Job Description

To manage, plan, and direct the activities of the Projects, Systems & Analysis team and provide technical expertise in support of the Division's / Department's strategic initiatives and programs.

Support senior management by completing studies, reports and analyses. Manage or co-manage major systems projects that involve cross or multi-organizational implementations within Navy Federal.

Keep current on all regulations, by-laws, and practices and their application to the Navy Federal's systems environment.

Remain cognizant of business strategies, technology, programs, policies, processes, procedures, security, regulatory and legal mandates, and third party system enhancements.

Develop long-term plans and strategies for effective use of department systems. Oversee and perform basic / routine tasks with broad latitude and significant impact.

Responsibilities

• Oversee branch strategy, establish priorities and set goals; evaluate and implement standards and ensure alignment with department / organizational objectives
• Plan, direct, and manage all business activities of the Business Analysts related to the Systems Development LifeCycle (SDLC)
• Manage and direct operations and ensure targets, service level agreements and corporate objectives are met
• Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
• Oversee system analyses, feasibility studies, and implementation studies of applications and systems
• Coordinate the prioritization of the Department's automated systems resource requirements in corporate-wide projects
• Mentor staff in the development of user requirements, design specifications, and quality assurance practices for automated systems and mainframe applications
• Represent the department in corporate resource allocation meetings and projects
• Determine project direction in conjunction with business partners
• Plan and manage complex and highly visible projects
• Provide overall leadership to large strategic projects or programs - Significant Impact
• Lead in collaboration with key partners in development and delivery of solutions
• Liaise with key Navy Federal staff, senior management, and vendors / system providers regarding enhancements, program changes, and technology
• Ensure new designs, changes, or enhancements to systems meet user requirement needs and ensures adherence to industry and department standards
• Manage the business relationships, demand / resource planning, and prioritization of efforts
• Manage the design, analysis, development, testing, implementation, and maintenance of new or enhanced automated systems that affect member services and operational functions of the Department
• Ensure that core operating systems and supporting systems interface properly and comply with Federal and state laws, IRS tax regulations, and Navy Federal policies and procedures
• Research and evaluate the effectiveness of industry practices, products, technologies, and vendor offerings
• Communicate findings to customers and senior management seeking support, awareness and understanding of the recommended enhancements to business solutions and organizational capabilities
• Provide forward thinking technical expertise in current and emerging technologies, trends and practices
• Provide technical assistance and guidance to senior management to ensure they understand how automation functions impact work processes
• Advise on, recommend, and propose new project course, equipment modifications, configuration, systems architecture, systems integration, program additions, outages, changes, and process improvements
• Apply knowledge of technical solutions and processes; serve as change agent to champion innovation in operations, processes, and procedures and to help develop best practices for Division / Department systems
• Perform other duties as assigned

Qualifications

• Significant experience in performing investigative, technical, or associated systems analysis and development work
• Ability to comprehend, analyze, interpret, communicate and apply government and financial industry regulations related principles and practices, and company instructions, procedures and policies
• Significant experience in researching, compiling, and documenting data, business processes, and workflow
• Significant experience in applications and system performance testing
• Significant experience in supervising and leading employees
• Advanced knowledge of thought leadership in providing vision and strategic thinking around a full range of technical decisions and issues
• Significant experience managing cross-functional, multi-dimensional teams and projects of the highest complexity which have business risk and impact
• Advanced skill in the analysis of technical issues in order to recommend, develop and / or implement strategies and achieve objectives
• Advanced skill in systems analysis and design techniques
• Advanced skill identifying and analyzing business requirements and recommending solutions
• Advanced skill developing and implementing programs in a leadership role
• Advanced organizational, planning and time management skills
• Advanced analytical / quantitative, reconciliation and deductive reasoning skills
• Advanced research, analytical, and problem solving skills
• Effective skill exercising initiative and using good judgment to make sound decisions
• Effective verbal and written communication skills
• Advanced skill interacting with staff, management, vendors and members diplomatically and tactfully
• Advanced skill communicating complex technical concepts to non-technical audiences
• Advanced skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
• Effective word processing and spreadsheet software skills
• Effective database and presentation software skills
• Bachelor's in Computer Science, IT, or related field or the equivalent combination of training, education, and experience

Desired Qualifications

• Advanced degree in Computer Science, IT, or related field
• Expert knowledge of Navy Federal's core operating systems, software, and personal computer applications
• Advanced knowledge of the Department's products, services, processes, and systems
• Working knowledge of Navy Federal's System Development Life Cycle methodology

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

Locations : 820 Follin Lane Vienna, Virginia 22180 5550 Heritage Oaks Dr. Pensacola, FL 32526 141 Security Drive Winchester, VA 22602

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed;

and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

• Best Companies for Latinos to Work for 2024
• Computerworld® Best Places to Work in IT
• Forbes® 2024 America's Best Large Employers
• Forbes® 2023 The Best Employers for New Grads
• Fortune Best Workplaces for Millennials™ 2023
• Fortune Best Workplaces for Women ™ 2023
• Fortune 100 Best Companies to Work For® 2024
• Military Times 2023 Best for Vets Employers
• Newsweek Most Loved Workplaces
• Ripplematch Campus Forward Award - Excellence in Early Career Hiring
• Yello and WayUp Top 100 Internship Programs

From Fortune. 2024 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.

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 / Disability

Hybrid Workplace : Navy Federal Credit Union is a hybrid workplace, and details will be discussed during your interview process.

Disclaimers : 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 position.

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