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
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)
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
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