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Operations Director - Image Services End-to-End Process Owner

Req #: 170122537
Location: Columbus, OH, US
Job Category: Operations
Potential Referral Amount: 0 US Dollar (USD)

 

CTO Image Services - Organization Overview

 
Image Services is the archiving Center of Excellence that provides core operational capabilities for transaction, document, statement and line data image processing. Image products and services are used across all lines of business and corporate support units, as well as for external clients. This includes applications for scanning documents, storing electronic documents and the tools used to manage, search and retrieve stored documents. On a full-year basis, the Image Services unit manages more than 400 terabytes of documents - check images, customer statements and other documents.

 

Organizational Roles and Responsibilities

 

  • Provides operational and production support for the core archives, user interfaces and ancillary systems.

  • Establishes user set-up, modifications, user access administration, proof and reconciliation, and incident resolution for Image Services archival systems.

  • Provides client relationship management for all lines of business that use the CTO suite of imaging products.

  • Gathers each LOB's business strategy priorities and project portfolio, establishes and maintains proactive client initiative management, and executes LOB initiatives through alignment with implementation/project management teams.

  • Performs customer Service Level Agreement reviews; manages the Voice of the Customer analysis and action plans; manages Image Services products and product roadmaps; and executes new product development.

  • Manages User Acceptance Testing for initiatives in partnership with our clients.

  • Produces Key Performance Indicators and analytical support. 

  • 2018 Key Initiatives 

  • Execute project to remediate Home Lending archive for Records Retention compliance
  • Transfer support of Home Lending archive into our Enterprise Archive support model
  • Migrate Home Lending users from legacy viewer to Enterprise Image Viewer
  • Migrate Card Filenet archive documents into our Enterprise archives
  • Merge the Home Lending and Enterprise Captiva capture systems
  • E2E Process Owner role:

    The Image Services End-to-End Process Manager will be responsible for providing oversight of the complete end-to-end Image Services processes and act as a liaison between Compliance, Technology, Operations and Legal and all lines-of-business who have Image Services related activity.  This position will facilitate end-to-end assessments across all aspects of the Image Services processes to ensure compliance with regulations. 

    In addition, they will provide strategic leadership to enhance controls, improve quality and optimize the workflows.  Furthermore, they will work to influence process, policy and procedural changes across the Firm. They will partner closely with various Line of businesses as well as the firm’s global information management group to help drive consistency around records management. They will also participate in meetings that set objectives and deliverables (scorecards, control points, test procedures, etc.) to measure adherence to regulatory and legal requirements while supporting our vision to create lifelong, engaged relationships with our internal business partners and external customers.

     

    Key Roles & Responsibilities of the Role:

    The Image Services End-to-End Process Owner role has three key areas of focus

  • Championing our status as a functional COE (Center of Excellence)

    • Provide a resilient, stable, technologically advanced and cost effective platform that meets the demands of our customers. 
    • Ensure our document management solutions meet the regulatory, risk and compliance requirements for our customers globally
    • Leverage standard re-usable products to create flexible, cost effective, client solutions
    • Offer self-service tools to reduce IT resource needs and increase speed to market

  • Internal Business Partners – Engage with business partners across the firm to maintain an understanding of their key business problems and ensure our products remain capable of supporting the required solutions. Provide forums to educate Business Partners on how to leverage archiving tools to ensure compliance with external regulatory policies, internal compliance policies and Industry best practices.  Be the champion for document archiving processing amongst the Firm’s various Lines of Business.
  • Image Services Subject Matter Expert – Strategize, generate and facilitate the implementation of end-to-end improvement opportunities.  Understand existing gaps in products, processes and technology in order to develop roadmaps that address and strengthen our archiving products, while sustaining Audit, Legal and Compliance standards.  Partner closely with our Technology teams to help define, build and deploy future state processing environments for Image Archiving across the firm.  

Other Experience/Skills Required:

In-depth knowledge of "End-to-End " processes and with proven ability to influence process improvements beyond organizational boundaries; work across all hierarchical and organizational lines

  • Strong judgment in balancing risk management and customer experience dimensions multiple and complex regulatory and legal jurisdictions
  • Strong interpersonal skills (listening, negotiating, influencing, building trusting relationships)
  • Excellent written and oral communications, including the ability to simplify and communicate complex issues for a variety of audiences
  • Experience in developing and managing complex processes across multiple sites/geographies.

 Qualifications:

 

  • Bachelor's degree or equivalent experience required. Masters or advanced degree in Business/Finance preferred.
  • 15+ years of proven experience in banking operations management experience, including in-depth experience in production, client, people/team dynamics, risk and project management.
  • Extensive experience in financial management and planning; a proven strategic leader
  • Expert negotiation, influence, communication and facilitation skills required.
  • Experience with Legal, Audit, Risk, or Compliance related processes preferred
  • Minimum of 10 years proven experience in Financial Institutions managing complex regulatory processes
  • Experience with Legal, Audit, Risk, or Compliance-related processes preferred
  • Demonstrated ability to produce high level of detail accurately
  • In-depth knowledge of "end-to-end" processes and the ability to influence process improvements beyond organizational boundaries
  • Proven organizational agility with the ability to work across all hierarchical and organizational lines
  • Ability to work with all levels of employees and have a strong presence enabling effective influencing, interaction and communication with senior management
  • Strong interpersonal skills (listening, negotiating, influencing, building trusting relationships)
  • Excellent written and oral communications, including the ability to simplify and communicate complex issues for a variety of audiences
  • Experience in developing and managing complex processes across multiple sites/geographies
  • Ability to operate effectively in environments that involve constant change and a ambiguity
  • Strong judgment in balancing risk management and customer experience dimensions and multiple complex regulatory and legal jurisdictions.
 
  • Qualifications:
    • Bachelor's degree or equivalent experience required. Masters or advanced degree in Business/Finance preferred.
    • 15+ years of proven experience in banking operations management experience, including in-depth experience in production, client, people/team dynamics, risk and project management.
    • Extensive experience in financial management and planning; a proven strategic leader
    • Expert negotiation, influence, communication and facilitation skills required.
    • Experience with Legal, Audit, Risk, or Compliance related processes preferred
    • Minimum of 10 years proven experience in Financial Institutions managing complex regulatory processes
    • Experience with Legal, Audit, Risk, or Compliance-related processes preferred
    • Demonstrated ability to produce high level of detail accurately
    • In-depth knowledge of "end-to-end" processes and the ability to influence process improvements beyond organizational boundaries
    • Proven organizational agility with the ability to work across all hierarchical and organizational lines
    • Ability to work with all levels of employees and have a strong presence enabling effective influencing, interaction and communication with senior management
    • Strong interpersonal skills (listening, negotiating, influencing, building trusting relationships)
    • Excellent written and oral communications, including the ability to simplify and communicate complex issues for a variety of audiences
    • Experience in developing and managing complex processes across multiple sites/geographies
    • Ability to operate effectively in environments that involve constant change and a ambiguity
    • Strong judgment in balancing risk management and customer experience dimensions and multiple complex regulatory and legal jurisdictions.
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