Director, Operations - Internal Client Experience

Job Summary

Directs, manages and supervises the activities of managers, supervisors and non-exempt staff in the areas of in the areas of Operations including, but not limited to, Check Processing, Statement Rendering, Mail Services and Deposit Services. Develops, recommends and implements business plans, operational procedures and systems which support the division's/organization's strategic objectives. Key reponsibilities will include analyzing client feedback, identifying pain points in the customer journey, and implementing strategies to improve overall client satisfaction. Successful candidates will possess strong communication skills, a deep understanding of customer-centric principles, and a passion for creating positive lcient interactions.

Job Duties and Responsibilities

• Directs and controls the activities of a broad functional area within the department.
• Prepares business plans, budget, and goal setting for the unit; analyzes and implements cost cutting initiatives.
• Researches and resolves complex operational issues; ensures that the delivery of operations services/products to internal and external customers meet or exceed service level expectations. Provides constructive operational performance feedback to internal partners to improve processes.
• Participates in long-term or strategic planning for the department; determines departmental structure and allocates resources. Contributes to formulation of corporate-wide operations strategy and policy. Provides operational expertise and makes recommendations for the successful implementation of revenue generating or cost management initiatives.
• Addresses controversial situations quickly. Utilizes negotiation skills and influences others to find win/win solutions.
• Provides leadership and coaching to direct reports. Shares experience and knowledge to raise others up in the organization. Recognizes and promotes top performers. Consistently looks for and takes advantage of opportunities to further their own leadership skills, experience and knowledge.
• Directs the day-to-day activities of the Operations area of responsibility. Provide leadership, direction and growth opportunities to members of the department, performing those responsibilities in accordance with the Company's policies and applicable laws. Responsible for interviewing, hiring, planning, assigning or directing work, appraising performance, disciplining team members and resolving problems. Work with the Human Resources Department to resolve more complex team member-related issues.
• If the incumbent has been identified as a Business Unit (BU) Leader by Synovus Risk, the Business Unit (BU) Leader owns all risk within the business unit and is responsible for BU compliance with all laws, regulations and risk limits. Incurs and manages risk within Synovus' and the business line's established risk appetite, policies, procedures and limits. Monitors, escalates and develops remediation plans for significant breaches of KRI's or other identified risks and resolves internal and external issues and exam findings.
• Performs other related duties as required.

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Synovus is an Equal Opportunity Employer supporting diversity in the workplace

Minimum Education:

• Bachelor's Degree or an equivalent combination of education and experience.

Minimum experience:

• 10 years job specific experience

Required Knowledge, Skills, & Abilities:

• Banking Experience
• 3 to 5 years Production/Operations management experience
• Vendor Management experience
• Conflict management skills
• Good interpersonal skills
• Proficient in Excel, Word and other Microsoft Office applications
• Problem solving and analytical skills
• Excellent written and verbal communication skills