http://cfgcareers.com/virginia/operations-jobs en
The Ops Assistant Manager - Quality Support manages the day-to-day activities of a Quality Support Team responsible for evaluating collections and other debt management related calls, files, and processes. Under management guidance, may assist in the preparation of business plans and goal setting for the unit. Analyzes and prepares reports for management on team goal achievement. Researches and resolves routine operational issues. Responsible for providing input on Performance Evaluations, Salary/merit Recommendations, Disciplinary Action, Hiring Decisions, and reward and recognition of employees under supervision. Motivate, incent, and reward desired behaviors by providing feedback and utilizing available reward and recognition programs.

Leadership Accountabilities:


Business Management & Planning: Implement and deliver the business plans and targets. Plan, allocate and organize team resources to meet the business plan.

Process/Continuous Improvement: Identify and respond to ideas for process improvement from team members and facilitate and undertake capitalized continuous improvement activities. May include project participation.

Customer Service: Be a role model to drive a customer service values and effective management of customer concerns and issue resolution. To set expectations of customer service excellence delivery and ensure all department SLAs are met and/or exceeded.

Risk Management: Identify and manage the risk, minimizing the outcome and escalating where appropriate.

Stakeholder Management: Develop and maintain effective working relationships. Partner with other department and / or divisions with common goals.

Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience. Be flexible to react and/or implement change initiatives.

Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives.

Recruitment & Induction: Identify hiring needs and make hiring decisions. Manage 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, Review and follow-up with each individuals performance to ensure they meet their specific objectives and that they have the right knowledge, skills and behaviors. 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

Solid customer service orientation and proficient product knowledge.


Solid problem solving skills


Solid organization skills


Solid ability to multi-task and to function efficiently in a high volume, fast paced deadline oriented environment.


Solid knowledge MS Excel


Solid knowledge PowerPoint/Visio


Solid knowledge of MS Word


Solid time management skills


Solid written and verbal skills


Solid interpersonal skills


Solid project management skills


Solid PC Skills


Supervisory experience


Ability to support others through development and coaching


Strong understanding of the compliance/regulatory environment


Associate Degree required


4 + years Operations experience, 3+ years supervising people, managing workflow process.

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.
386627]]> Thu, 17 May 2012 16:00:00 GMT 2441302-Richmond-Operations
The Ops Manager I manages the day-to-day activities of a business unit. Under management guidance, assists in the preparation of business plans, budget, and goal setting for the unit. Analyzes and prepares reports for management on departmental goal achievement. Researches and resolves complex operational issues. Responsible for identifying training needs and delivering appropriate training to staff. Responsible for recruiting and hiring decisions, performance reviews, and reward and recognition of employees under supervision. Performs other related duties as required. May be responsible for meeting department budget. Motivate, incent, and reward desired behaviors by providing feedback and utilizing available reward and recognition programs.

Leadership Accountabilities: Business Management & Planning: Implement and deliver the business plans and targets. Plan, allocate and organize team resources to meet the business plan. Process/Continuous Improvement: Identify and respond to ideas for process improvement from team members and facilitate and undertake capitalized continuous improvement activities. May include project participation.

Customer Service: Be a role model to drive a customer service values and effective management of customer concerns and issue resolution. To set expectations of customer service excellence delivery and ensure all department SLAs are met and/or exceeded.

Risk Management: Identify and manage the risk, minimizing the outcome and escalating where appropriate. Stakeholder Management: Develop and maintain effective working relationships. Partner with other department and / or divisions with common goals.

Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience. Be flexible to react and/or implement change initiatives.

Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives.

Recruitment & Induction: Identify hiring needs and make hiring decisions. Manage the new hire orientation process for new team members.

Performance Management: Ensure team meets agreed service levels , Coach and develop staff, Review and follow-up with each individuals performance to ensure they meet their specific objectives and that they have the right knowledge, skills and behaviors. 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).

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

Qualifications

Solid customer service orientation and proficient product knowledge.


Solid problem solving skills


Solid organization skills


Solid ability to multi-task and to function efficiently in a high volume, fast paced deadline oriented environment.


Solid knowledge MS Excel


Solid knowledge PowerPoint/Visio


Solid knowledge of MS Word


Solid time management skills


Solid written and verbal skills


Solid interpersonal skills


Solid project management skills


Solid PC Skills


Supervisory experience


Ability to support others through development and coaching


Strong understanding of the compliance/regulatory environment


Bachelor Degree required


5 + years Operations experience with 4+ years supervisory experience.

Hours and Work Schedule

Hours per Week: 40


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

Equal Employment Opportunity

It is the policy of CCO Mortgage Corporation 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.
386639]]> Thu, 17 May 2012 16:00:00 GMT 2441297-Richmond-Operations
The Ops Associate II performs advanced clerical operations tasks that are routine and/or repetitive in nature in a fast paced environment. Performs high volume, time-sensitive routine and repetitive tasks requiring intermediate research and problem solving skills in a fast paced environment. Ensures department SLAs are met within risk and compliance, quality control standards. May provide monitoring and oversight of production and workflow of the group. Ensures work adheres to regulations and ensures compliance to departmental policies, risk avoidance standards and SLAs.

Will perform repetitive daily production activities and processes related clerical work. Researches routine customer, brand, or bank inquiries as appropriate. Determines the source of problems and works to resolve them accurately and within quality control and service level agreement requirements. May assume additional responsibilities as requested by management. May include reporting responsibilities which may entail creating, monitoring and analyzing. Provides training and/or feedback for new and existing staff members.

Provide technical support to the management team and department colleagues on business specific systems and/or processing issues. May require multi-tasking and cross training within the department. Must possess ability to work efficiently in a high volume, fast paced, deadline oriented environment. May assume department administrative duties as required. May interface with other departments on projects or initiatives. Requires multi-tasking and ability to provide backup support in all aspects to staff.

Qualifications

Strong problem solving skills and analytical skills


Basic math skills


Solid compliance/regulatory environment knowledge/skills


Ability to multi-task and sound organizational skills


Solid ability to communicate effectively verbally and written


Excellent customer service skills


Strong product knowledge


Basic mainframe experience


Good knowledge of MS Word


Good knowledge of MS Excel & Outlook


Solid knowledge of department computer applications and systems.


Strong PC skills.


High School or Equivalent required, Associate Degree preferred


2 – 3 years Operations experience, Experience working in an operations environment preferably financial institution.

Hours and Work Schedule

Hours per Week: 40


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

Equal Employment Opportunity

It is the policy of CCO Mortgage Corporation 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.
386634]]> Thu, 17 May 2012 16:00:00 GMT 2441296-Richmond-Operations
The Ops Senior Associate role provides oversight and monitoring of the workflow of a group. This role performs advanced clerical operations tasks that are routine and/or repetitive in nature in a fast paced environment. The position requires the application of various complex methods, procedures and knowledge of the business unit’s product(s) and application(s). The position requires routine decision making without consulting supervisor and the ability to prioritize.


The Ops Senior Associate ensures work adheres to regulations and ensures compliance to departmental policies, risk avoidance standards and SLAs. The completion of multiple daily functions in an accurate and timely fashion, using advanced analytical skills is required. The incumbent may work independently on special projects often interacting with all levels of management, serving as a resource of the business unit. The incumbent is capable of solving problems in assigned areas. May serve as point person to more junior team members. Research routine customer, brand, or bank inquiries as appropriate.


Will determine the source of problems and work to resolve them accurately and within quality control and service level agreement requirements. The incumbent is expected to utilize knowledge of regulatory and compliance requirements to help minimize financial risk to the bank and detailed knowledge of multiple systems to solve problems. May provide customer service for internal and/or external customers. Performs other such duties as assigned.


May include reporting responsibilities which may entail creating, monitoring and analyzing. May assume department administrative duties as required. May interface with other departments on projects or initiatives. Provides training and/or feedback for new and existing staff members. May require multi-tasking and cross training within the department. Provide technical support to the management team and department colleagues on business specific systems and/or processing issues. The incumbent must possess ability to work efficiently in a high volume, fast paced, deadline oriented environment.

Qualifications

Advanced problem solving skills and analytical skills


Strong math skills


Strong compliance/regulatory environment knowledge/skills


Strong ability to multi-task & strong organizational skills


Strong ability to communicate effectively verbally and written with all levels of colleagues


Excellent customer service skills


Strong product knowledge


Advanced department specific system functionalities and specific mainframes


Solid knowledge of MS Word


Solid knowledge of MS Excel & Outlook


Advanced knowledge of department computer applications and systems.


Strong PC skills.


High School or Equivalent required, Associate Degree preferred


2 - 3 years Operations experience, experience working in an operations environment preferably financial institution.
Construction disbursement processing a plus.

Hours and Work Schedule

Hours per Week: 40


Work Schedule: Monday-Friday 8:30AM-5:30PM

Equal Employment Opportunity

It is the policy of CCO Mortgage Corporation 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.
386580]]> Tue, 15 May 2012 16:00:00 GMT 2437210-Richmond-Operations
The Ops Documentation Specialist I, as a subject matter expert, the incumbent will support the business lines by working in tandem with colleagues at all levels to gather information and document processes and workflows according to internal/external policies and regulations. The colleague may develop and produce colleague communications for systems/operational issues and project implementation. Coordinate new hire and annual training as applicable. Maintain functional procedures and workflows to address cross-functional training requirements, and regulatory requirements to ensure a satisfactory audit.

Consult with process owners, subject matter experts and mangers to document new processes to update procedures and workflows based on changes to process or policy, regulatory or audit requirements. Submit drafts and revisions to subject matter experts or process owners for review and maintain documentation of approvals, writes and edits as required. Maintain current list of unit procedures, manage update requests and prioritize with outstanding assignments. Complete the annual procedure and workflow review as required by Group policy. Report progress to management as required.

Participation in meetings with internal and external colleagues to identify process improvements & efficiencies. Coordinates Group Training requirements to address new business processes, regulatory and compliance training: Maintain accurate reporting for training dates, attendees, scores by tracking the training topic, date of deployment, origin and completion date for Compliance Coach, Regulatory U, Banker’s Edge and internal training requirements. Conduct training needs assessments for new and existing colleagues. Escalate training participation and delinquency as appropriate.

Manages the communications workflow using internal resources as applicable. Prepare the business unit’s communications through interaction with various levels of management, review options and materials, including electronic or print, including, but not limited to: Job aids & work guides, Assists manager in seeking communication opportunities and gathers feedback on communication effectiveness, Customer contact, i.e. letters, Front-end phone messaging, Recommends for branch, internal or external communications, Incumbent may serve on department project teams, LEAN initiatives and or unit level projects or assignments.

Qualifications

Demonstrated strong written and oral communication skills


Expert knowledge of operational processes


Flexibility to work on multiple tasks and deadlines


Demonstrated organization, analytical and prioritizations skills


Experience with Microsoft Office Suite (i.e. Word, Excel, Outlook)


The position may require domestic travel


High School or Equivalent required, Associate Degree preferred in Journalism, Communication, English, Elementary/Secondary Education or proven work experience


Other Education or Training in Quality management or related experience preferred, and project related work experience preferred


2 – 4 years experience in Communications writing and development experience, Combination of communications, writing and work experience, knowledge of bank or financial institutions 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 CCO Mortgage Corporation 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.
386343]]> Thu, 10 May 2012 16:00:00 GMT 2425039-Richmond-Corporate
The role holder will lead the relationship and engagement of Mortgage Servicing with the Business Lines, managing the relationship to add value in pursuit of its business and strategic objectives, and support overall Group success.

Specifically the role holder will:

• Act as the primary interface with HLS and manage the relationship to add value.


• Coordinate with HLS to ensure delivery of required resources and results from dependant projects.


• Drive all projects that are directly owned by Mortgage Servicing that deliver cross-divisional infrastructure.


• Work closely with HLS to agree service delivery standards, understand issues and create a joined up approach to resolving, with the goal of maximizing service assurance.


• Challenge accepted thinking, lead strategy development for Mortgage Servicing and strategic design for all systems and business processes, define the architecture and then develop the road maps for implementation.

Key Accountabilities
• Leadership for design and delivery of Mortgage Servicing strategic change program.
• The role-holder will oversee an investment spend with the realization of benefits post implementation.


• Develop and direct an effective, motivated and business results oriented team.


• Effective management of senior group stakeholders and cross divisional work stream sponsors.


• Drive the Mortgage Servicing strategic budget. Identify levers and opportunities to align costs more closely to differentiated service offerings.


• Drive cross divisional change by ensuring future delivery capabilities align with requirements.


• Manage the overall relationship with HLS from a Business Services partnership perspective. Define and agree SLAs and monitor performance.


• Responsible for ensuring that services delivered by Mortgage Servicing are reflective of the business requirement and that the cost profile is closely managed.

Business Delivery

• Ensure implementation and coordination of initiatives to drive forward the business, working in partnership with key areas of Business Services


• Ensure an appropriate operational infrastructure exists to provide an excellent customer experience including appropriate SLAs with key service providers.


• Ensure the quality of service and delivery supports the sales and products plans.
• Liaison with GSE to ensure all Mortgage Servicing elements including Investor Reporting and Investor Accounting are aligned with GSE requirements.
• Drive a robust vendor management program with all Mortgage Servicing partners to ensure vendors are managed within the group policy framework.
Business Continuity and Incident Management

• Ensure fit for purpose, regularly tested Business Continuity plans and that these link effectively into other business areas.


• Be the primary Business representative in relevant incidents impacting Mortgage Servicing.

Risk Management

• Ensure there is an appropriate framework to identify all risk and there are effective systems and controls in place.


• Develop and implement policies, procedures and standards which ensure compliance with all current regulatory and legal obligations


• Ensure appropriate reporting is in place on risk exposures and controls.

Financial Performance

• Manage associated budgets within set limits and report on performance and exceptions to targets in accordance with RBS Group financial governance and controls procedures.


• Ensure effective and appropriate financial performance and controls are established.

People Management

• Comply with Citizens HR policies for performance management through the use of objectives, competencies, development plans for all staff, including regular reviews through the year.


• Lead talent and succession management across the function.

Qualifications

Bachelors Degree, Required

Master's Degree, Preferred

Lean, Six Sigma Experience, Desirable

Skills/Competencies



Superior mortgage servicing knowledge including boarding, file/custodial management, escrow administration, taxes/insurance monitoring, lien release, account maintenance, cashiering, construction loan servicing, customer service and interaction with back office default management

Ability to make sound decisions and implement actions

Superior coaching abilities – takes responsibilities for coaching people to drive performance improvement and personal development

Superior customer service orientation, advanced customer experience analytical ability and proficient mortgage product knowledge

Superior ability to multi-task and to function efficiently in a high volume, fast paced deadline oriented environment

Working knowledge of MSP and FileNet preferred

Solid knowledge MS Excel, Word, PowerPoint, Visio

Superior time management and organizational skills

Superior written and verbal skills

Strong project management skills and knowledge of basic project management methodology

Proven experience of successfully delivering services through leading people

Working knowledge of process improvement techniques and methods

General knowledge of mortgage early default

Advanced knowledge of corporate policy, laws and regulatory requirements of a top mortgage servicer

Work Experience



Mortgage Servicing Operations, 10+ Years.

Senior level and/or Progressive Management positions, 5+ Years.

Mortgage Default, 1-5+ Years


Hours and Work Schedule

Hours per Week: 40


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

Equal Employment Opportunity

It is the policy of CCO Mortgage Corporation 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.
386289]]> Tue, 08 May 2012 16:00:00 GMT 2424974-Richmond-Operations
The Ops Supervisor I oversees and supports the day-to-day department production actives which include cross training, control, and audit activities, production, and quality control.  Facilitates departmental workflow, ensures that work is properly safeguarded and controlled in accordance with banking policies and procedures.  Provides guidance, training and leadership to team members.  Ensures work adheres to regulations and ensures compliance to CFG policies, departmental policies, risk avoidance standards and SLAs. Track and report key department metrics. Provide input, motivate, incent, and rewarded desired behaviors by providing feedback and utilizing available reward and recognition programs.

Leadership Accountabilities: 


Business Management & Planning: Be aware and understand business objectives and how this relates to the role. Oversee and support the day-to-day department production activities.

Process/Continuous Improvement: Contribute to the improvement of the customer experience.  To encourage and respond to process improvement ideas from team members.

Managing Change: Be flexible to react and/or implement change initiatives.

Customer Service: Be a role model to drive customer service values.

Risk Management: Identify, minimize, and escalate risk where appropriate. Team Leadership: ensure team members have a clear idea of what is expected of them and to what standard. Provide a team supportive environment.

Recruitment & Induction: to assist in the on boarding of new team members so that they can be effective in their new role as quickly as possible. 

Team Development: actively participate in supporting and training team members to achieve individual and department goals.

Performance Management: provide input in the performance review process.  Will assist team members in achieving the objectives and targets linked to the business goals and ensure  appropriate behaviors are demonstrated ("what" is expected and "how" they are expected to achieve objectives).
  Note: this position involves moving boxes occasionally which can be about 40lbs.
 

Qualifications

Solid interpersonal and communication skills


Solid organization skills


Solid ability to multi-task and to function efficiently in a high volume, fast paced deadline oriented environment.


Solid PC skills


Intermediate knowledge MS Excel


Intermediate knowledge PowerPoint/Visio


Intermediate knowledge of MS Word


Solid time management skills


Sound written and verbal skills


Solid professional customer service orientation


Ability to support others through development and coaching


Strong problem solving skills and analytical skills


Strong understanding of the compliance/regulatory environment


Associate Degree required


2 + years Operations experience, experience managing workflow process
 

Hours and Work Schedule

Hours per Week:   40


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

Equal Employment Opportunity

It is the policy of CCO Mortgage Corporation 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.
385377]]> Thu, 12 Apr 2012 16:00:00 GMT 2348234-Richmond-Operations
This role is responsible for analyzing and solving complex operational, systems-related and/or customer issues.  Requires the application of various complex methods and procedures, and performs routine, complex analytical review of data and/or documentation.
May be responsible to collect, review and analyze data and/or documentation to ensure compliance with department SLAs, policies, procedures, and/or regulatory and risk requirements which may require interpreting policy changes and impact to function. 
May represent the department in global initiatives. and serve as business unit liaison with other departments.
May require cross training within the department and serve as point person for more junior members of the team.
Position requires the ability to prioritize and work independently.  Must possess the ability to work efficiently in a high volume, fast paced, deadline oriented environment.
 

Qualifications

Superior organization skills


Ability to multi-task


Strong analytical acumen


Excellent communication skills


Strong capacity to work independently


Working knowledge of all standard Windows and MicroSoft Office software a must


Knowledge of MSP System preferred


Bachelor Degree Preferred, Associates Degree Required


8+ years experience in financial services industry, 5 years minimum mortgage banking
 

Hours and Work Schedule

Hours per Week:   40


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

Equal Employment Opportunity

It is the policy of CCO Mortgage Corporation 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.
385241]]> Sun, 08 Apr 2012 16:00:00 GMT 2335264-Richmond-Operations
Build and maintain relationships with business and operations subject matter experts (SME’s)
Validate problem / opportunity statements and supporting baseline metrics.
Identify scope, customer and requirements.
Develop process maps, key processing inputs and supporting metrics.
Establish corrective action and root cause options.
Deliver recommendations, and implement approved actions and supporting control plans.
Process Improvement Analysis



Facilitate workout sessions to identify process improvement opportunities and the identification of baseline metrics.  They will lead the validation of problem / opportunity statements and supporting baseline metrics for small initiatives.

Identify process improvement requirements for a small to medium process ensuring solution align with process improvement and business performance objectives and needs.

Improve the quality of process outputs by identifying and removing the causes of defects (errors) and minimizing variability in business processes.  They establish corrective action and root cause options.

Develop process maps, key processing inputs and supporting metrics and deliver recommendations, and implement approved actions and develop supporting control plans for longer term process performance.

 Project Management



Lead small business improvement project, which deliver sustainable results and reliable measurements through the effective engagement of the stakeholders involved.

Manage a small process improvement team, including performance management, comp / rating recommendations and overall responsibility for work product quality and schedule.

Build and maintain relationships with business and operations subject matter experts (SME’s)

 Stakeholder Management



Take an activate roll in developing and maintaining effective working relationships with key stakeholders across Business Services, and GTS Delivery Services to enhance the working relationship and ensure effective cross operational support for the Process Design Services and Practice Management.

 Customer Service



Chanpion strong customer service attitudes and values.  Responsible for assessing customer needs to help shape future competencies and service design requirements.  Utilize performance metrics and standards to drive quality output.

Recruitment and On-Boarding



Supports the Manager of Process Improvement Design Services by identifying resource needs.


Qualifications

Bachelor Degree in Business (Finance / Banking) or Technology (Systems Implementation), or Operations

or 3+ years professional work experience.

Certifications in any of the following preferred:  Black Belt (BB), Business Architecture Certification, BA Certification, CBAP- Certified Business Analysts, BPM- Business Process Management, CBA – Business Architect, Certification, BA Certification, Greenbelt

If no certifications, additional education is preferred:  Financial services, Manufacturing background in operations, quality and continuous improvement, Project management in business systems, technology implementations, Six Sigma or Lean.

2-3 years – Six Sigma experience

2-3 years – Lean Six Sigma experience

2-3 years – Experience in project management in business systems or technology implementations.  Functional leader of a team engaged in operations, project management or continuous improvement.

2-4 years – Experience in customer service, call center, transaction processing, research and  / or adjustments.

3+ years – Manufacturing background in operations, quality and continuous improvement.

3+ years – Experience mentoring others.

Six Sigma Competencies / Skills:

            Qualitative and quantitative analysis
            Lean Six Sigma DMAIC and DFSS
                        Project Charter
                        Stakeholder Analysis
                        SIPOC Diagrams and Process Maps
                        Measurement Plan / Operational Definitions
                        Pareto Charts
                        Run Charts
                        Cause & Effect Diagrams
                        Decision Criteria Matrix
                        Pilot, Test, and Implementation Plan
                        Control Plan, Visual Controls
                        Value Stream Maps



Process Improvement Analysts Competencies / Skills:

Demonstrates knowledge of common business architecture and analysis concepts, innovations and trends in the industry
Demonstrates in in-depth knowledge of business improvement analysis
Demonstrates a working ability to use various business architecture analysis tools and techniques
Demonstrates their adaptability to changing business and change management needs
Ability to handle projects which they do not have full knowledge of and build understanding to deliver measurable results
Information and data modeling
Usage of Microsoft Office and tools such as Minitab for data gathering and stakeholder interactions.



Project Management Competencies / Skills:

Financial analysis capability
Detail planning
Analytic thinking
Leadership and team building
Influencing and delegating
Decision-making
Commmunicate across all levels
Strategic thinking
Ability to review deliverables



Contribution to Practice Management and Citizens:

Actively engage in Practice Management activities
Assists in recruiting efforts by identify process improvement roles job requirements
Openly champions the work of Practice Management and Process Improvement Design Services



Contribution to Colleagues:

Support the on-boarding process of Process Improvement Design Services colleagues
Effectively motivates and guides Process Improvement Design Services colleagues to improve performance



Communication:

Excellent communications skills
Professional presentation of self and information to ensure understand of content
 

Hours and Work Schedule

Hours per Week:   40


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

Equal Employment Opportunity

It is the policy of CCO Mortgage Corporation 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.
385151]]> Thu, 05 Apr 2012 16:00:00 GMT 2329694-Richmond-Operations