http://cfgcareers.com/cranston/administration-jobs en
The Senior Incident Manager is responsible for driving the effective resolution of the highest impact incidents that affect the RBS Americas business footprint impacting our colleagues, customer service, business, financial loss, or reputation while providing a leadership presence for a small team of Incident Managers,. The role will ensure that incidents are resolved in a timely manner, with appropriate actions to mitigate business/customer/colleague impacts in line with the Group Incident Management Framework (GIMF.) The role also ensures that critical incidents receive a post incident review, intended to identify systemic and root cause issues that require resolution once the immediate impact is closed. Additionally, the Senior Incident Manager will play a leadership role in the team, mentoring members of the Incident Management Team, assigning work as needed, and advising the Head of Incident Management on matters including the overall strategy of the team, recommending projects to support the overall team mission, and skills development.

Effective and robust incident management delivery is critical to reducing the risks, minimizing reputational impacts ,controlling financial losses and minimizing impact on Customer Service when the organization is impacted by a major incident.( e.g. potential financial loss of $150,000 - $15mm+)

The individual will work as a leader within a team of Incident Managers who will:


Ensure that incidents they oversee are managed robustly and effectively and that any customer/business impact is identified and minimized.

Identify and drive post incident review activity to prevent repeat incidents and to identify learning/improvement opportunities.

Maintain expertise up to the level of training others in all areas of the Group Incident Management Framework.

Ensure team compliance with the incident management policy standards and framework through ongoing coaching and development of the team.

Ensure that there is an effective framework in place to manage incidents at all levels across Group Operations and cross divisionally and that this framework is able to flex and adapt to changes in operating models and structures.

Identify changing requirements of senior stakeholders and implement effective solutions to maintain and enhance stakeholder relationships.

Promote work-out across the team and deliver benefits target.

Participate as a senior member of a global virtual Incident Management Team to ensure cross-regional impacts are appropriately managed.

Personally manage business critical incidents through to resolution including the chairing and facilitation of Business Control Groups made up of senior leaders and executives across the region, and the preparation of executive summaries and reports.

Be capable of leading a small, focused “Gold” team of the most senior executives in the region (direct reports to the Americas CEO) to drive the resolution of Major-level incidents (financial impact of greater than $15mm).


Support the oversight of a resilient command and control support structure for senior executives to ensure they can utilize the Incident Management Team during any disruption.

Support the marketing and communication goals of the organization by representing the Incident Management Team with a wide variety of stakeholders.

Ensure all significant incidents are reported and escalated appropriately.

Be part of an on-call rotation supporting the 24 x 7 mission of the Americas Incident Management team.

Manage all assigned incidents to completion / return to business as usual. Drive all required incidents through a Post Incident Review to identify systemic and improvement opportunities.


Maintain relationships with incident stakeholders across the Americas region. Maintain a relationship with the other global regions Incident Management teams to ensure the resolution of incidents that affect multiple regions. Support the wider business plan of the Incident Management Team through support or project and other enabling initiatives, including the creation and maintenance of incident management plans for individual business units.

Leadership Accountabilities:


Business Management & Planning: Create, implement, and delivery of operational plans aligned with the business plans and targets. Contribute ideas, innovations and insights based on operational and customer needs to the overall business plan, to ensure the right objectives and focus is set in that plan.

Process/Continuous Improvement: To initiate and support process improvement activity and help to embed a culture of continuous improvement. To facilitate change through projects.

Customer Service: To champion strong customer service attitudes and values.

Risk Management: Identify and manage the risk, minimizing the outcome and escalating where appropriate. Ensure processes operate as designed. Key indicators in place to ensure reliable, predictable and stable environment.

Stakeholder Management: Develop and maintain effective working relationships with peer-level stakeholders across the business so that these contribute both to the effective operation of the business unit as well as the development of the unit business plan.

Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience. Ensure robust structures are in place to deliver, monitor and review change initiatives.

Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives. Fostering an environment of cooperation and change.

Recruitment & Induction: Design and recommend resourcing strategy, to identify recruitment requirements. Oversee the new hire orientation process for new team members

Team Development: Create, plan and implement activities that will support the development of team members.

Qualifications

High School or Equivalent required, Master’s Degree preferred


Detailed understanding and knowledge of incident management principles and processes within a large organization including the RBSG Incident Management Framework


Detailed understanding of the operational areas within the Americas region as well as a strong awareness of the wider Group structure and ability to utilize this organizational awareness to enable early resolution of incidents and ensure the perceived and real value of the Incident Management Team


Extremely strong communication and interpersonal skills, especially via audio meetings and able to work collaboratively with senior leaders and executives across the Group to understand issues and identify actions to resolve


Possess a flexible and rapid intellect, enabling the ability to respond to a wide variety of incidents that could affect the RBS Americas Consumer Banking Division.
Strong documentation/writing/presentation skills to ensure rapid, accurate and concise documentation is created to support overall communication needs of an incident


Demonstrable quest for continuous improvement; a relentless drive to identify and deliver service improvement initiatives


Ability to establish personal credibility, gravitas and commanding impact at senior and executive levels when facilitating and chairing incidents


Coordinate multiple stakeholders at all levels of the business as part of incident resolution including senior and executive levels


Ability to work under significant pressure and to tight deadlines and timescales


Applicants must be completely focused towards providing excellent customer service


Knowledge of business continuity, technology incident response, or emergency management principles and practices are not required, however are beneficial.


Working high level knowledge of technology systems and applications in a banking environment required


General understanding of banking/financial services operations and processes are required


5-10 years experience in business continuity, technology incident response, or emergency management skills, crisis management or problem resolution skills that require timely, accurate resolution of issues


5-10 years experience in a role requiring strong communication and interpersonal skills, leading complex rapidly-created working groups towards the common goal of resolving an incident, coordinating activities, understanding relative priority and commanding respect during fast paced, high pressure incident control group meetings


5-10 years experience in a role requiring strong documentation and writing skills, ability to communicate rapidly and effectively through the written word


Ability to rapidly create concise, accurate and grammatically correct documentation to support incident recovery, including executive summaries, action logs, and information records


3-5 years leadership and management experience, Direct experience managing small, agile teams of professionals

Hours and Work Schedule

Hours per Week: 40


Work Schedule: Monday-Friday 8:00AM-5:00PM

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
386635]]> Sun, 20 May 2012 16:00:00 GMT 2448290-Providence-Administration
Job Purpose
Business Change Project Manager is responsible working with business partners to assist in the successfully and effectively assessing, analyzing, and identifying solutions to implement change. They will lead change management activity across into the business and manage the activities of change teams in delivering the program.
Responsibilities
Leveraging expertise in managing change and change process, will work with Sr Project Managers and Program Managers to define and scope project and program initiatives and gain agreement from sponsor.
Primary responsibility to oversee critical projects or planning and managing a large project through the entire life cycle, ensuring delivery to time, cost and quality. Provides project management expertise in order to plan, organize, control and deliver projects. Likely to be working for Program Manager and Sr Business Change Project Manager with limited supervision. Ensure the sponsor's business requirements have been clearly defined and documented. Define the scope of the project, own and manage project goals, risks, issues and resources. Ensure benefits and triggers are agreed with benefit owners and can be realized while managing the impact of the organizational change to the business and customer.
May be required to facilitate data gathering work sessions to support validating current and future operating model, process design and improvement changes, and data analysis. May provide input to business strategy working with Sponsors. Manage research to determine and quantify options solutions to meet strategic fit. Ensure effective team identification of and act as escalation point for project risks, issues, assumptions and dependencies within the portfolio, working with the team to devise and implement effective mitigation strategies taking corrective action to achieve resolution to the satisfaction of Program Manager and/or business sponsor.
Provide leadership and strategic direction to the project team (including matrixed project resources). May require negotiation with suppliers (both internal and external) to secure a timely and cost effective outcome for the project. Responsible for accurate and timely reporting against the project plan and budget in line with appropriate governance. Ensure each project adheres to the governance required by Program Office including the maintenance of full documentation and the existence of a fully-supported governance structure as appropriate to each project or program. Progress business developments in partnership with key stakeholders.
Establish and build relationships across RBS Citizens and RBS Group to facilitate achievement of strategic goals maintaining momentum throughout the project lifecycle. May have responsibility for staff identification and hiring process. Create, foster and instill a climate of resources adding value in delivering projects by striving for excellence and contributing to the overall development of Change Management. Responsible for formal performance review process of project staff. Ensuring the project deliverables are capable of achieving the benefits defined in the business case. Extensive liaison and direct contact with a diverse range of businesses and functions, both within and outside of RBS Citizens.
Leadership Accountabilities:
Business Management & Planning: Create, implement, and delivery of operational plans aligned with the business plans and targets. Contribute ideas, innovations and insights based on operational and customer needs to the overall business plan, to ensure the right objectives and focus is set in that plan.
Process/Continuous Improvement: To initiate and support process improvement activity and help to embed a culture of continuous improvement. To facilitate change through projects.
Customer Service: To champion strong customer service attitudes and values.
Risk Management: Identify and manage the risk, minimizing the outcome and escalating where appropriate. Ensure processes operate as designed. Key indicators in place to ensure reliable, predictable and stable environment.
Stakeholder Management: Develop and maintain effective working relationships with peer-level stakeholders across the business so that these contribute both to the effective operation of the business unit as well as the development of the unit business plan.
Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience. Ensure robust structures are in place to deliver, monitor and review change initiatives.
Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives. Fostering an environment of cooperation and change.
Recruitment & Induction: Design and recommend resourcing strategy, to identify recruitment requirements. Oversee the new hire orientation process for new team members.
Team Development: Create, plan and implement activities that will support the development of team members.

Qualifications

In-depth knowledge and proven application of Project Management methodologies and full project lifecycle including documentation standards, risk, issue, assumption and dependency management and change controls process
Familiarity with process modeling, workshop facilitation and business analysis
Knowledge of the current business operating model and supporting systems / applications including structures and key RBS Citizens processes and procedures
Knowledge of banking products and terminology
Competent use of Microsoft Office applications to include Microsoft Project, Excel, Visio, PowerPoint, Word
Working towards/attainment of a relevant recognized formal qualification in Project Management is desirable but not essential
Ability to create and foster a climate of adding value in delivering projects by striving for excellence and contributing to the overall development of Change Management
Flexibility to work on a variety of projects and teams within Business Change Management
Ability to assume senior project manager role as necessary
There may be a requirement for travel within the US
Self thinker able to work through issues and escalate only when appropriate
Identify the impact of project deliverables on the customer and ensure these fully support the customer proposition
Proven track record of end to end delivery to time, cost and quality
Flexibility to work on technology, change and business process projects
Organizational awareness required
Maximize the customer experience and minimize risk and cost of change
Proven track record of end-to-end delivery to time, cost and quality
Ability to work under minimal supervision, as well as handle difficult and sensitive situations by making sound and independent judgments
Experience in Regulatory or Risk Management preferred.

Hours and Work Schedule

Hours per Week: 40


Work Schedule: Monday-Friday 8:00AM-5:00PM

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

386115]]> Mon, 07 May 2012 16:00:00 GMT 2425011-Providence-Administration
Sr. Business Change Project Manager is responsible working with business partners to assist in the successfully and effectively assessing, analyzing, and identifying solutions to implement change. They will lead change management activity across into the business and manage the activities of change teams in delivering the program.
Leveraging expertise in managing change and change process, will work with sponsors to define and scope project and program initiatives and gain agreement from sponsor.
Primary responsibility to oversee either a portfolio of complex / critical projects or planning and managing a large project through the entire life cycle, ensuring delivery to time, cost and quality. Provides project management expertise in order to plan, organize, control and deliver multiple business level projects within the Program portfolio through project teams or manage large projects on own. Likely to be working direct for project sponsor or for Program Manager with limited supervision. Ensure the sponsor's business requirements have been clearly defined and documented. Define the scope of the project, own and manage project goals, risks, issues and resources. Ensure benefits and triggers are agreed with benefit owners and can be realized while managing the impact of the organizational change to the business and customer.
May be required to facilitate data gathering work sessions to support validating current and future operating model, process design and improvement changes, and data analysis. May provide input to business strategy working with Sponsors. Manage research to determine and quantify options solutions to meet strategic fit. Ensure effective team identification of and act as escalation point for project risks, issues, assumptions and dependencies within the portfolio, working with the team to devise and implement effective mitigation strategies taking corrective action to achieve resolution to the satisfaction of Program Manager and/or business sponsor.
Provide leadership and strategic direction to the project team (including matrixed project resources), providing coaching, training, development and feedback to line managers as needed. May require negotiation with suppliers (both internal and external) to secure a timely and cost effective outcome for the project. Responsible for accurate and timely reporting against the project plan and budget in line with appropriate governance. Ensure each project adheres to the governance required by Program Office including the maintenance of full documentation and the existence of a fully-supported governance structure as appropriate to each project or program. Progress business developments in partnership with key stakeholders.
Establish and build relationships across RBS Citizens and RBS Group to facilitate achievement of strategic goals maintaining momentum throughout the project lifecycle. May have responsibility for staff identification and hiring process. Create, foster and instill a climate of resources adding value in delivering projects by striving for excellence and contributing to the overall development of Change Management. Responsible for formal performance review process of project staff. Ensuring the project deliverables are capable of achieving the benefits defined in the business case. Extensive liaison and direct contact with a diverse range of businesses and functions, both within and outside of RBS Citizens.
Leadership Accountabilities:



Business Management & Planning: Create, implement, and delivery of operational plans aligned with the business plans and targets. Contribute ideas, innovations and insights based on operational and customer needs to the overall business plan, to ensure the right objectives and focus is set in that plan.

Process/Continuous Improvement: To initiate and support process improvement activity and help to embed a culture of continuous improvement. To facilitate change through projects.

Customer Service: To champion strong customer service attitudes and values.

Risk Management: Identify and manage the risk, minimizing the outcome and escalating where appropriate. Ensure processes operate as designed. Key indicators in place to ensure reliable, predictable and stable environment.

Stakeholder Management: Develop and maintain effective working relationships with peer-level stakeholders across the business so that these contribute both to the effective operation of the business unit as well as the development of the unit business plan.

Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience. Ensure robust structures are in place to deliver, monitor and review change initiatives.

Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives. Fostering an environment of cooperation and change.

Recruitment & Induction: Design and recommend resourcing strategy, to identify recruitment requirements. Oversee the new hire orientation process for new team members.

Team Development: Create, plan and implement activities that will support the development of team members.

Performance Management: Ensure team meets agreed service levels, Coach and develop staff, Reviewed follow-up with each individual’s performance to ensure they meet their specific objectives and that they have the right knowledge, skills and behaviors. Conducts performance reviews and acts upon development needs where appropriate. Ensures that direct reports have clear objectives and targets linked to business objectives and appropriate behaviors ("what" is expected and "how" they are expected to achieve objectives).


Qualifications

In-depth knowledge and proven application of Project Management methodologies and full project lifecycle including documentation standards, risk, issue, assumption and dependency management and change controls process

Familiarity with process modeling, workshop facilitation and business analysis

Knowledge of the current business operating model and supporting systems / applications including structures and key RBS Citizens processes and procedures

Knowledge of banking products and terminology

Competent use of Microsoft Office applications to include Microsoft Project, Excel, Visio, PowerPoint, Word

Working towards/attainment of a relevant recognized formal qualification in Project Management is desirable but not essential

Ability to create and foster a climate of adding value in delivering projects by striving for excellence and contributing to the overall development of Change Management

Flexibility to work on a variety of projects and teams within Business Change Management

Ability to assume senior project manager role as necessary

There may be a requirement for travel within the US

Self thinker able to work through issues and escalate only when appropriate

Identify the impact of project deliverables on the customer and ensure these fully support the customer proposition

Proven track record of end to end delivery to time, cost and quality

Flexibility to work on technology, change and business process projects

Organizational awareness required

Maximize the customer experience and minimize risk and cost of change

Proven track record of end-to-end delivery to time, cost and quality

Ability to work under minimal supervision, as well as handle difficult and sensitive situations by making sound and independent judgements

Experience in Regulatory or Risk Management preferred


Hours and Work Schedule

Hours per Week:   40


Work Schedule:    Monday-Friday 8:00AM-5:00PM
 

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

386113]]> Mon, 07 May 2012 16:00:00 GMT 2425012-Providence-Administration
This position is for a Lean Change Agent working on the RBS Citizens Lean Deployment Team.  The purpose of the Lean Change Agent role is to work alongside the Lean Leader to implement Lean Transformation within the project locations. The Lean Change Agent will work in an expert role to deliver agreed upon objectives and act as a coach to operations management to develop their Lean capability.

Perform process diagnostics and or local diagnostics to identify the key opportunities within the project area. Support Lean Leader with local planning and facilitate the development of local plans to introduce Lean tools and techniques to project area.

Support Lean implementation against agreed objectives, introducing Lean methods, including but not limited to: Process Mapping, Visual Management, Workplace Layout, Standard Work and How to Reduce 8 Wastes. Coach Team Leaders and Managers to lift their capability with respect to the understanding and practical application of Lean.

Run and deliver training programs to support Lean implementation and knowledge transfer. Conduct audits of status against plan and create, review and update implementation plans to close any gaps. Liaise with Lean Leader to identify, capture and appropriately escalate project risks and issues.
 

Qualifications

Strong communication and inter-personal skills giving the ability to influence others


Demonstrated commitment to personal development


A flexible approach to work with the ability to accept and champion change


Ability to work to tight deadlines and to prioritize a large number of conflicting and frequently changing priorities


Influencing and proven networking skills that enable change to take place


Ability to be mobile and support waves of change activity across the US  Operations footprint which may result in being away from home 3 or 4 nights per week, depending on project location


This role differs from previous continuous improvement roles in the intensity, focus, and level of technical and influencing expertise and its parallel focus on developing lean management systems, thinking and culture


High School or Equivalent required, Bachelors Degree preferred


1-3 years Change management role, i.e. work-out, Lean Six Sigma Green Belt, Training and coaching at senior management level and above and Process re-design and improvement.
 

Hours and Work Schedule

Hours per Week:   40


Work Schedule:    Monday-Friday 8:00AM-5:00PM
 

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

385896]]> Wed, 25 Apr 2012 16:00:00 GMT 2384479-Providence-Corporate