Acts as the central point for developing, maintaining, monitoring and enforcing departmental policies and procedures. Reviews existing process alignment and compliance and ensures ongoing training and education on policies and best practices. Performs audits on established operating processes and procedures.
Job Duties and Responsibilities:
■ Defines and streamlines divisional level processes, procedures, and templates as needed to support the organization process maturity goals and to ensure effective and efficient methods in accordance with best practices.
■ Performs a variety of tasks to improve on the existing operating processes, methodologies and standards and coach and mentor team members as needed to improve the overall organizational delivery.
■ Provides business reporting and analytical support, particularly pertaining to departmental governance and performance, utilizing various data sources and analytical tools. Performs analysis and provides reporting views with improvement recommendations.
■ Coordinates and facilitates board and committee meetings, including scheduling agendas, and various briefings. Tracks and manages all governance-related action items assigned.
■ Coordinates, collects, reviews, and validates information from a variety of sources and in various formats, and prepares briefing packages.
■ Performs system administration and maintenance as needed in support of departmental activities.
■ Provide "help desk" support to internal users with system questions. Recommends solutions in response to customer questions.
■ Analyzes incidents related to the system/application to identify problem area(s). Works closely with the application vendor's product support team to identify and implement solutions.
■ Designs, develops, tests, and maintains various reports using SQL driven application table portlets and Business Objects.
■ Perform audits to ensure compliance with divisional processes, procedures and standards and provide coaching and mentoring of team members as needed.
■ Identifies risks and participates in continuous process improvements within the division.
■ Guides team members through the established operating process and escalate non-conformance as needed.
■ Develops processes, procedures, and protocols for the department to ensure effective and efficient methods of providing support.
■ Writes documentation and training modules on procedures, and frequently asked questions.
■ Conducts timely surveys to gauge effectiveness of delivery of technology solutions
■ Coordinates the maintenance of all tools used to administer the processes as needed to ensure system currency.
■ Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
■ Performs other related duties as required