Operations Program Manager - Strategic Workforce Planning

Navy Federal Credit Union - Winchester, VA

Full-time

Winchester, VA

Credit Intermediation and Related Activities

About the position

The position is designed to manage process enhancements and facilitate a comprehensive plan for coordinating and implementing initiatives that impact the business unit's activities. The role requires ensuring that management reviews initiatives from their inception through various phases including planning, analysis, design, testing, implementation, and transition. The individual will serve as an internal partner to departmental leadership, aiding in the development and execution of the overall strategy roadmap. The focus is on delivering solutions on schedule and within scope and budget, while also escalating and resolving issues through effective communication of progress reports. This role is part of the TalentQuest employee referral program, encouraging employees to refer candidates for the position.

Responsibilities

• Partner with departmental leadership to develop and execute the long-term strategic direction and roadmap leveraging data and best practices.
• Serve as a trusted advisor to leadership at all levels within the business unit, guiding the establishment of strategic and operational plans.
• Develop, plan, and deliver solutions to drive departmental and NFCU strategies, ensuring processes and service standards support superior member service.
• Review data from complex analyses to evaluate operational effectiveness and identify areas for improvement and potential risks.
• Consult with leadership to define KPIs and short/long-term goals and objectives, initiatives, and action plans.
• Lead and coordinate departmental planning, scheduling, budgeting, and resourcing of initiatives.
• Review and evaluate internal processes to identify and recommend improvements for business services and member service areas.
• Schedule operations audits to note procedural and operational deficiencies.
• Monitor key performance indicators and recommend techniques for efficiency and quality improvements.
• Partner across the department to determine benchmarking targets for effective processes.
• Work on complex problems requiring evaluation of intangible factors.
• Provide strategic direction to ensure initiatives are communicated and implemented across all business units.
• Set and implement operational objectives and goals that align with corporate strategies.
• Compile, research, and analyze trends to support departmental strategy and projects.
• Promote and own the change management required for implementation of solutions and track measures of success.
• Identify common operational goals and create cross-functional opportunities.
• Support consistent communication across the department and other business units.
• Promote incremental improvement of operations and strategies across the department.
• Mentor and coach team members.
• Perform other duties as assigned.

Requirements

• Extensive experience in leading, planning, organizing, directing, and controlling a large multi-function business operation.
• Extensive experience applying Agile methodologies/principles (Scrum, XP, Lean, etc.).
• Expertise in the entire scope and requirements of projects, serving as a liaison between team members and management.
• Experience utilizing Change Management tools such as change impact analysis and stakeholder assessment.
• Experience in project leadership and execution, including technology and cross-functional teams.
• Experience in establishing and leading project teams and managing resources for successful implementation.
• Extensive experience with member/team/departmental service operations and implementing effective strategies.
• Ability to manage multiple activities simultaneously and achieve desired results.
• Ability to develop strategies for complex business issues.
• Understanding of automated systems used in managing the contact center.
• Experience with change management concepts and practices.
• Extensive experience as a strategy practitioner with knowledge of strategy formulation and implementation.
• Experience in planning and implementing Objectives and Key Results.
• Experience in implementing strategic initiatives to support organizational objectives.
• Demonstrated thought-leadership and creativity in solving business problems.
• Experience in leading, guiding, and mentoring others.
• Ability to manage multiple priorities independently and in a team environment.
• Comprehensive knowledge in Organizational Change Management (OCM).
• Skill in establishing and maintaining working relationships with all levels of employees and stakeholders.
• Excellent verbal, written, and interpersonal communication skills.

Nice-to-haves

• Change Management Leader Experience
• Knowledge of NFCU operations, processes, and procedures
• Working knowledge of Navy Federal policies and regulations
• Advanced knowledge of Navy Federal's functions and organizational objectives
• Master's degree in Business Administration or related field