Vault Services Research Manager

Location: Cincinnati
Posted on: November 20, 2024

Job Description:

GENERAL FUNCTION: Directly manages the day to day activities of the vendor vault research associates Management of the internal customer issue resolution process for the line of business as it relates to the virtual vault product offerings. Managementof the daily vendor issue resolution system reporting as it relates to the product line. Maintain a strong partnership with both the internal and external customers utilize the vendor vault network.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

. Directly supervises the employees in research area: (a) Effectively allocates work and assigns priority to functions and projects; (b) Reviews work done by staff to ensure accuracy and integrity; (c) Provides guidance and develops staff to achieve setobjectives; and (d) Makes recommendations regarding staffing needs and performance ratings.

. Direct management of a staff of non exempt employees and exempt employees. Responsible for research and customer service.

. Manage the manual check process to enhance the customer experience.

. Management of issue resolution process as reported thru various the banks CRM system and internal public mailboxes.

. Establishes, fosters and maintains working relationships with peers and Senior Management within the Bancorp, Lines of Businesses, Affiliates and Divisions.

. Ensure that defined SLA/Metrics for problem resolution are met or exceeded

. Primary point of contact for high profile customer issues. Responsible for enhancing the customer experience.

. Management and continued development of internal reporting as it relates to the status and trending of reported issues.

. Management and continued development of vendor ΓÇÿscorecards'' to review monthly performance and trends with vendors. Work directly with manager to develop and administer quality control/improvement initiatives

. Continuous development and documentation of internal research procedures.

. Participation in the development of division financial plan

. Participation in the development of division TEP plans.

. Evaluate and recommend resources needed to accommodate increase in volume due to product development, mergers, etc.

SUPERVISORY RESPONSIBILITIES: Responsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential and provide challenging opportunities that enhance employee career growth; developingthe appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

Keywords: , Louisville , Vault Services Research Manager, PR / Public Relations , Cincinnati, Kentucky