2 Process Improvement jobs in Oklahoma City
Operations Manager
73163 Oklahoma City, Oklahoma
Pearl Interactive Network
Posted 17 days ago
Job Viewed
Job Description
Are you a strategic thinker and people-first leader who thrives in a fast-paced, mission-driven contact center environment? **Pearl Interactive Network** is seeking accomplished **Operations Managers (OMs)** to join our **Talent Community** as we prepare for **future operations** .
If you're passionate about performance, process improvement, and team development, let's stay connected.
The **Operations Manager (OM)** is responsible for managing, coaching, and developing a team of Supervisors?The Operations Manager will ensure quality, productivity, and Key Performance Indicators (KPI) are achieved?
**Operating Hours:** 8 am - 8 pm EST Monday-Friday
**Technical Equipment and Remote Office Requirements:**
**Technical Equipment and Remote Office Requirements:**
1. Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. **Test your network at speed.cloudflare.com to verify before you apply.**
2. Ethernet cable access. Wi-Fi-only connectivity is prohibited.
3. Private and secure workspace within your home. Away from noise and distractions.
4. Computer equipment, monitor, and headset provided.
**Essential Duties and Responsibilities:**
+ Responsible for the day-to-day management of an individual contact center, including contact center supervisors?
+ Monitor the quality of each supervisor's team and ensure they are providing appropriate and timely coaching to the CSRs to improve performance?
+ Work with Senior Site Manager to advise supervisory staff on disciplinary and termination actions in conjunction with the human resources department?
+ Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments?
+ Establish a high standard for productivity, quality, customer service as well as define user guidelines?
+ Manage and improve center performance through performance monitoring, problem resolution, system audits, and quality assurance measures?
+ Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations?
+ Prepare the annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses?
+ Summarize, collect and analyze call center trends and data for regular performance reports?
+ Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed?
+ Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects?
+ Determine a course of action and modify existing procedures and methods based upon the interpretation of general policies of the functional area?
+ Meet with Supervisors and Senior Manager for Weekly 1:1 and Manager Team Meetings?
+ Participate in Business Process and Consistency Reviews?
+ Promote a positive team-oriented and employee participative culture?
+ Has a solid understanding of company policies and procedures?
+ Participate in programs to recognize and reward quality performance?
+ Perform other related tasks as assigned?
**Education and/or Work Experience Requirements:**
+ Bachelor's degree in business management preferred?
+ Minimum 3 years of related experience in operations, customer service, including supervisory or equivalent military experience?
+ Experience in implementation of call center services organization and other startup operations?
+ Excellent interpersonal skills and self-sufficient?
+ Demonstrated knowledge/experience in infrastructure management including facility, IT support & business processes?
+ Intermediate to advanced user of MS Outlook, Calendar, Excel (Office 365 - 2016) and SharePoint?
+ Experience with a wide range of web-based applications and cloud services including document storage?
+ Excellent verbal/written communication skills including follow through?
+ Strong time management skills with the ability to quickly assess priorities and make adjustments as needed?
+ Maintain positive relationships and work well within a team, both in-office and virtual?
+ Ability to solve complex problems and issues?
+ Strong analytical skills to interpret and forecast financial budgets?
+ Develop, recommend and implement plans for continuous process improvement?
+ Strong leadership experience and skills?
+ Great customer relations skills and experience?
+ Flexibility and willingness to perform other duties as assigned?
**Physical Requirements:**
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to speak and hear. The employee is frequently required to walk, sit and use hands to manipulate, handle, or feel. The employee is occasionally required to stand and reach with hands and arms.
The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. The person in this position frequently communicates with co-workers, peers, management, and clients which may involve delivering presentations in-person and/or remotely. Must be able to access, exchange, communicate and converse accurate information in these situations. Constantly operates a computer, mobile phone and other IT peripherals?
_The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary._
**Background Investigation, Security/EQIP Clearance, Drug Screen and Skills Assessments May Be Required**
**_Pearl Interactive Network, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability._**
If you're passionate about performance, process improvement, and team development, let's stay connected.
The **Operations Manager (OM)** is responsible for managing, coaching, and developing a team of Supervisors?The Operations Manager will ensure quality, productivity, and Key Performance Indicators (KPI) are achieved?
**Operating Hours:** 8 am - 8 pm EST Monday-Friday
**Technical Equipment and Remote Office Requirements:**
**Technical Equipment and Remote Office Requirements:**
1. Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. **Test your network at speed.cloudflare.com to verify before you apply.**
2. Ethernet cable access. Wi-Fi-only connectivity is prohibited.
3. Private and secure workspace within your home. Away from noise and distractions.
4. Computer equipment, monitor, and headset provided.
**Essential Duties and Responsibilities:**
+ Responsible for the day-to-day management of an individual contact center, including contact center supervisors?
+ Monitor the quality of each supervisor's team and ensure they are providing appropriate and timely coaching to the CSRs to improve performance?
+ Work with Senior Site Manager to advise supervisory staff on disciplinary and termination actions in conjunction with the human resources department?
+ Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments?
+ Establish a high standard for productivity, quality, customer service as well as define user guidelines?
+ Manage and improve center performance through performance monitoring, problem resolution, system audits, and quality assurance measures?
+ Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations?
+ Prepare the annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses?
+ Summarize, collect and analyze call center trends and data for regular performance reports?
+ Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed?
+ Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects?
+ Determine a course of action and modify existing procedures and methods based upon the interpretation of general policies of the functional area?
+ Meet with Supervisors and Senior Manager for Weekly 1:1 and Manager Team Meetings?
+ Participate in Business Process and Consistency Reviews?
+ Promote a positive team-oriented and employee participative culture?
+ Has a solid understanding of company policies and procedures?
+ Participate in programs to recognize and reward quality performance?
+ Perform other related tasks as assigned?
**Education and/or Work Experience Requirements:**
+ Bachelor's degree in business management preferred?
+ Minimum 3 years of related experience in operations, customer service, including supervisory or equivalent military experience?
+ Experience in implementation of call center services organization and other startup operations?
+ Excellent interpersonal skills and self-sufficient?
+ Demonstrated knowledge/experience in infrastructure management including facility, IT support & business processes?
+ Intermediate to advanced user of MS Outlook, Calendar, Excel (Office 365 - 2016) and SharePoint?
+ Experience with a wide range of web-based applications and cloud services including document storage?
+ Excellent verbal/written communication skills including follow through?
+ Strong time management skills with the ability to quickly assess priorities and make adjustments as needed?
+ Maintain positive relationships and work well within a team, both in-office and virtual?
+ Ability to solve complex problems and issues?
+ Strong analytical skills to interpret and forecast financial budgets?
+ Develop, recommend and implement plans for continuous process improvement?
+ Strong leadership experience and skills?
+ Great customer relations skills and experience?
+ Flexibility and willingness to perform other duties as assigned?
**Physical Requirements:**
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to speak and hear. The employee is frequently required to walk, sit and use hands to manipulate, handle, or feel. The employee is occasionally required to stand and reach with hands and arms.
The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. The person in this position frequently communicates with co-workers, peers, management, and clients which may involve delivering presentations in-person and/or remotely. Must be able to access, exchange, communicate and converse accurate information in these situations. Constantly operates a computer, mobile phone and other IT peripherals?
_The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary._
**Background Investigation, Security/EQIP Clearance, Drug Screen and Skills Assessments May Be Required**
**_Pearl Interactive Network, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability._**
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Branch Quality Control Analyst (Remote- AZ)
73163 Oklahoma City, Oklahoma
UMB Bank
Posted 16 days ago
Job Viewed
Job Description
**_Are you ready to be part of something more?_**
You're more than a means to an end-a way to help us meet the bottom line. UMB isn't comprised of workers, but of people who care about their work, one another and their community. Expect more than the status quo. At UMB, you can expect _more heart_ . You'll be valued for exactly who you are and encouraged to support causes you care about. Expect _more trust_ . We want you to do the right thing, no matter what. And, expect _more opportunity_ . UMBers are known for having multiple careers here and having their voices heard.
UMB Personal Banking and Consumer Services offers financial solutions to clients, who value an individualized relationship and advisory experience. For more than a century, we've invested in our people as a resource who can help clients achieve their unique financial and lifestyle goals. The backbone of our Consumer Services is our Consumer Operations team- they are the ones that create processes for our branches and review those processes to ensure we are meeting federal regulations and guidelines all while still providing exceptional customer service to our clients.
The **Branch Quality Control Analyst** is responsible for performing independent, quality control reviews of retail branch locations to identify operational and compliance risk within the retail branch. This associate works closely with the Compliance and Oversight Program Manager and reports to the Director of Compliance & Oversight for Consumer Banking.
The Compliance & Oversight team is comprised of a group of associates that are very hard working and are passionate about protecting the bank while providing support to our branches. At UMB, we want to be everything to our clients and the Compliance and Oversight Specialist team does just that by ensuring UMB's consumer operations function seamlessly and in a way that protects our client's financial needs.
**_How you'll spend your time:_**
+ Ensuring each review includes, at a minimum: an assessment of branch documentation, certification of cash on hand at the branch, observation of associate behavior and interviews with branch associates to assess the associate's understanding of applicable regulatory requirements.
+ Issuing a summary memorandum of each retail branch quality control review performed, including an overall risk rating articulating the level of risk observed in the branch review.
+ Maintaining an ongoing risk rating guide accurately depicting the amount of risk within each retail branch.
+ Assisting in operations related projects, as needed.
+ Cultivate working partnerships with the Consumer Operations teammates and the Consumer Delivery Team.
+ Collaborate with partners and support Consumer Banking to respond to requests from and timely resolve issues identified by regulatory bodies, internal audits or compliance engagements, or self-assessments.
+ Evaluate operational documentation for monthly operational reporting of branch performance.
+ Act as a supportive resource regarding Consumer Banking operations matters.
+ Support Director of Compliance & Oversight in the aggregation and communication of Compliance & Oversight activities including data aggregation, analysis, and reporting.
**_We're excited to talk with you if:_**
+ 5-7 years of branch / bank operations experience.
+ High school diploma or equivalent.
+ Have the ability to work independently with minimal supervision.
+ Have the ability to build relationships and inspire trust across the organization.
+ Have the ability to present and convey information in a way that is easily understandable to associates at varying levels within the organization.
+ Have the proficient writing ability and strong experience with Microsoft Suite software and related banking applications.
+ Ability to travel up to 75% of a scheduled work week.
**Compensation Range:**
$44,790.00 - $86,510.00
_The posted compensation range on this listing represents UMB's standard for this role, but the actual compensation may vary by geographic location, experience level, and other job-related factors. In addition, this range does not encompass the full earning potential for this role. Please see the description of benefits included with this job posting for additional information_
UMB offers competitive and varied benefits to eligible associates, such as Paid Time Off; a 401(k) matching program; annual incentive pay; paid holidays; a comprehensive company sponsored benefit plan including medical, dental, vision, and other insurance coverage; health savings, flexible spending, and dependent care accounts; adoption assistance; an employee assistance program; fitness reimbursement; tuition reimbursement; an associate wellbeing program; an associate emergency fund; and various associate banking benefits. Benefit offerings and eligibility requirements vary.
**Are you ready to be part of something more?**
You're more than a means to an end-a way to help us meet the bottom line. UMB isn't comprised of workers, but of people who care about their work, one another, and their community. Expect more than the status quo. At UMB, you can expect more heart. You'll be valued for exactly who you are and encouraged to support causes you care about. Expect more trust. We want you to do the right thing, no matter what. And, expect more opportunities. UMBers are known for having multiple careers here and having their voices heard.
_UMB and its affiliates are committed to inclusion and diversity and provide employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including gender, pregnancy, sexual orientation, and gender identity), national origin, age, disability, military service, veteran status, genetic information, or any other status protected by applicable federal, state, or local law. If you need accommodation for any part of the employment process because of a disability, please send an e-mail to_ _to let us know the nature of your request._
_If you are a California resident, please visit our_ Privacy Notice for California Job Candidates ( _to understand how we collect and use your personal information when you apply for employment with UMB._
**_Who we are_**
We are more than a company. We are advisors, consultants, problem solvers, friends, community members, experts, and we are here to help you make the best of every moment with a financial foundation that can help you succeed.
Learn more about UMB's vision ( out the road to a career at UMB
You're more than a means to an end-a way to help us meet the bottom line. UMB isn't comprised of workers, but of people who care about their work, one another and their community. Expect more than the status quo. At UMB, you can expect _more heart_ . You'll be valued for exactly who you are and encouraged to support causes you care about. Expect _more trust_ . We want you to do the right thing, no matter what. And, expect _more opportunity_ . UMBers are known for having multiple careers here and having their voices heard.
UMB Personal Banking and Consumer Services offers financial solutions to clients, who value an individualized relationship and advisory experience. For more than a century, we've invested in our people as a resource who can help clients achieve their unique financial and lifestyle goals. The backbone of our Consumer Services is our Consumer Operations team- they are the ones that create processes for our branches and review those processes to ensure we are meeting federal regulations and guidelines all while still providing exceptional customer service to our clients.
The **Branch Quality Control Analyst** is responsible for performing independent, quality control reviews of retail branch locations to identify operational and compliance risk within the retail branch. This associate works closely with the Compliance and Oversight Program Manager and reports to the Director of Compliance & Oversight for Consumer Banking.
The Compliance & Oversight team is comprised of a group of associates that are very hard working and are passionate about protecting the bank while providing support to our branches. At UMB, we want to be everything to our clients and the Compliance and Oversight Specialist team does just that by ensuring UMB's consumer operations function seamlessly and in a way that protects our client's financial needs.
**_How you'll spend your time:_**
+ Ensuring each review includes, at a minimum: an assessment of branch documentation, certification of cash on hand at the branch, observation of associate behavior and interviews with branch associates to assess the associate's understanding of applicable regulatory requirements.
+ Issuing a summary memorandum of each retail branch quality control review performed, including an overall risk rating articulating the level of risk observed in the branch review.
+ Maintaining an ongoing risk rating guide accurately depicting the amount of risk within each retail branch.
+ Assisting in operations related projects, as needed.
+ Cultivate working partnerships with the Consumer Operations teammates and the Consumer Delivery Team.
+ Collaborate with partners and support Consumer Banking to respond to requests from and timely resolve issues identified by regulatory bodies, internal audits or compliance engagements, or self-assessments.
+ Evaluate operational documentation for monthly operational reporting of branch performance.
+ Act as a supportive resource regarding Consumer Banking operations matters.
+ Support Director of Compliance & Oversight in the aggregation and communication of Compliance & Oversight activities including data aggregation, analysis, and reporting.
**_We're excited to talk with you if:_**
+ 5-7 years of branch / bank operations experience.
+ High school diploma or equivalent.
+ Have the ability to work independently with minimal supervision.
+ Have the ability to build relationships and inspire trust across the organization.
+ Have the ability to present and convey information in a way that is easily understandable to associates at varying levels within the organization.
+ Have the proficient writing ability and strong experience with Microsoft Suite software and related banking applications.
+ Ability to travel up to 75% of a scheduled work week.
**Compensation Range:**
$44,790.00 - $86,510.00
_The posted compensation range on this listing represents UMB's standard for this role, but the actual compensation may vary by geographic location, experience level, and other job-related factors. In addition, this range does not encompass the full earning potential for this role. Please see the description of benefits included with this job posting for additional information_
UMB offers competitive and varied benefits to eligible associates, such as Paid Time Off; a 401(k) matching program; annual incentive pay; paid holidays; a comprehensive company sponsored benefit plan including medical, dental, vision, and other insurance coverage; health savings, flexible spending, and dependent care accounts; adoption assistance; an employee assistance program; fitness reimbursement; tuition reimbursement; an associate wellbeing program; an associate emergency fund; and various associate banking benefits. Benefit offerings and eligibility requirements vary.
**Are you ready to be part of something more?**
You're more than a means to an end-a way to help us meet the bottom line. UMB isn't comprised of workers, but of people who care about their work, one another, and their community. Expect more than the status quo. At UMB, you can expect more heart. You'll be valued for exactly who you are and encouraged to support causes you care about. Expect more trust. We want you to do the right thing, no matter what. And, expect more opportunities. UMBers are known for having multiple careers here and having their voices heard.
_UMB and its affiliates are committed to inclusion and diversity and provide employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including gender, pregnancy, sexual orientation, and gender identity), national origin, age, disability, military service, veteran status, genetic information, or any other status protected by applicable federal, state, or local law. If you need accommodation for any part of the employment process because of a disability, please send an e-mail to_ _to let us know the nature of your request._
_If you are a California resident, please visit our_ Privacy Notice for California Job Candidates ( _to understand how we collect and use your personal information when you apply for employment with UMB._
**_Who we are_**
We are more than a company. We are advisors, consultants, problem solvers, friends, community members, experts, and we are here to help you make the best of every moment with a financial foundation that can help you succeed.
Learn more about UMB's vision ( out the road to a career at UMB
View Now
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