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Credit One Bank Careers

Operations Manager, Knowledge Management in Las Vegas, NV at Credit One Bank

Date Posted: 2/10/2019

Job Snapshot

Job Description



Position Summary

 

Credit One Bank is looking for an Operations Manager, Knowledge Management. This position will primarily be responsible for ensuring clear, accurate, and consistent policies and procedures that drive positive customer outcomes. This may require developing new policies or updating and streamlining current policies as well as managing the change process and ensuring compliance with other procedures and regulations. The person in this role will spend at least 50% of their time writing, editing, updating, and researching policies and procedures.

 



Summary of Essential Job Functions

  • Manage intake process for procedure change requests
  • Write, edit, update, and research operations policies and procedures
  • Map processes
  • Conduct process meetings to understand and document current and new procedures
  • Establish a process of continual improvement in policies, procedures, and agent support tools; to mitigate operational risk and drive customer satisfaction
  • Work with policy owners throughout the policy lifecycle (development, review, approval)
  • Manage and support a team of staff who write, edit, update, and research operational policies and procedures
  • Partner with other departments to ensure timely and effective communication of upcoming changes
  • Collaborate with key stakeholders from across the bank to identify gaps and inconsistencies; develop, recommend, and implement improvements
  • Ensure the timely coordination and completion of projects
  • Coach and develop team members
  • Perform other duties as assigned

Job Requirements



Position Requirements

 

  • Bachelor’s degree in business, writing, or related field
  • 5+ years of relevant experience in an operations environment with advanced understanding of process flows and process documentation
  • Experience with content management practices and software
  • Competent with Word, Excel, PowerPoint, and Visio
  • Excellent written and verbal communication, problem-solving, and project management skills
  • Ability to collaborate effectively and follow up to ensure achievement of deadlines and outcomes
  • Strong interpersonal skills with proven ability to collaborate across various functions and levels of the organization
  • Analytical, critical thinker with the confidence to make recommendations and drive change
  • Proven ability to manage multiple projects concurrently while meetings established deadlines
  • Demonstrate company core values of excellence, ownership, collaboration, and integrity

 

 

Preferred

  • Project management experience
  • Six Sigma Experience
  • Call center and financial services experience preferred

 

 



 

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