Job Description:
The Document and Workflow Operations (DWO) – Letters Setup & Implementation (Letters S&I) team manages letter content for new & existing Clients in print, verbal, and digital channels. Letters S&I partners with front line units (FLUs) and support areas to align strategic priorities and develop solutions to create, publish, and govern content change management needs. Letters S&I delivers for Consumer & Small Business Card, Deposits, Mortgage & Vehicle Servicing, Wealth Management, and other product & servicing organizations.
The responsibilities include but are not limited to:
Manage medium to large projects with competing timelines
Oversee inventory of communications to ensure they remain evergreen
Collaborate with DWO and FLU teams, as well as support partners to deliver change management routines executed by Letters S&I ensuring consistent client experience of DWO Tools and Capabilities
Effectively communicate project requirements, expectations, and status to leaders at all levels
Facilitates the governance review process with the FLU and FLU designated Legal, Compliance/Risk partners
Participate in testing and project work including requirements, documentation, implementation, digitization, and monitoring of content change
Coordinate tasks across multiple teams, have a proven history of applying critical thinking and intellectual curiosity to drive change.
Letter data mapping, testing, and implementation of new/updated correspondence as well as coordinate pre/post signoff of test samples
Resolve letter issues found in production or QC
Maintain processes to adhere to laws, rules, and regulations
Required Skills:
Distinguished listening, verbal, and written skills with keen attention to detail
Exceptional time management and organizational skills
Eagerness to improve, develop skills, innovate, and change as the industry demands
Effective interpersonal skills and ability to solicit input from others
Work independently as well as part of a virtual team
Proficient in Microsoft Office Applications (Word, Excel, PowerPoint)
3+ years of strategy development, initiative execution, change management, or related experience
Ability to lead calls, meetings, and strategy sessions with medium sized audiences
Strong quantitative and analytical abilities – must know how to use data to communicate the business story
Can quickly “connect the dots” to identify and perform thematic analysis
Ability to decompose complex issues and drive timely decisions, knowing when to engage others for additional input, and when to act independently
Strategic thinker, self-starter, organized, versatile, and capable of performing work with minimal management oversight
Proven ability to manage and drive/lead execution of multiple and often competing priorities to meet deadlines and adhere with policies and standards. Perform well under pressure and escalate issues to ensure timelines are met
Ability to communicate complex ideas in a clear and concise manner, shaping the opinions and actions of key stakeholders and gaining their trust
Desired Skills:
DWO tools and process knowledge including Messagepoint, HP Exstream, Agile Methodology, Jira, ALM
Proven ability to establish and develop interpersonal relationships and work collaboratively with multiple levels of the organization, cross-functional teams, and across multiple work locations
Operational process, content inventory management, or workflow design experience
Issue management and ability to identify, diagnose, escalate, and resolve production issues in collaboration with vendor, technology, strategy and other partners
Control background and process-oriented experience
3+ years of experience with Business Controls, Risk, Process Design, Compliance and/or Audit within a Business operational function
Demonstrated ability to identify opportunities for innovation and continuous improvement
Demonstrated ability to influence stakeholders at various levels of leadership
Bachelor’s degree and/or equivalent experience
Job Band:
H5
Shift:
1st shift (United States of America)
Hours Per Week:
40
Weekly Schedule:
Referral Bonus Amount:
0