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
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
. Manage the manual check process to enhance the customer
. 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
. 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
. 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
. Continuous development and documentation of internal research
. Participation in the development of division financial
. Participation in the development of division TEP
. 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