Director - Operations Manager bei Texascapitalbank
Texascapitalbank · Richardson, Vereinigte Staaten Von Amerika · Onsite
- Senior
- Optionales Büro in Richardson
Texas Capital is built to help businesses and their leaders. Our depth of knowledge and expertise allows us to bring the best of the big firms at a scale that works for our clients, with highly experienced bankers who truly invest in people’s success — today and tomorrow.
While we are rooted in core financial products, we are differentiated by our approach. Our bankers are seasoned financial experts who possess deep experience across a multitude of industries. Equally important, they bring commitment — investing the time and resources to understand our clients’ immediate needs, identify market opportunities and meet long-term objectives. At Texas Capital, we do more than build business success. We build long-lasting relationships.
Texas Capital provides a variety of benefits to colleagues, including health insurance coverage, wellness program, fertility and family building aids, life and disability insurance, retirement savings plans with a generous 401K match, paid leave programs, paid holidays, and paid time off (PTO).
Headquartered in Dallas with offices in Austin, Fort Worth, Houston, Richardson, Plano and San Antonio, Texas Capital was recently named Best Regional Bank in 2024 by Bankrate and was named to The Dallas Morning News’ Dallas-Fort Worth metroplex Top Workplaces 2023 and GoBankingRate’s 2023 list of Best Regional Banks. For more information about joining our team, please visit us at www.texascapitalbank.com.
Job Summary
The Director of Complaints and Issues Management will manage enterprise wide 1LOD Issues Management and Complaint processes and monitor the execution of Operations Support functions in order to proactively identify areas of business risk and opportunities for operational improvement. Responsibilities include: Managing issues and complaints to remediation. Identifying and prioritizing areas for testing, managing the complaint and issues process and communicating findings to management while also managing the execution of corrective action plans to remediate findings. The Director will also partner in the management of complaints resolution process and evaluate those complaints for trends and providing analysis to management.
Job Duties
Manage the Complaints and Issues Management processes and monitor the execution of all 1LOD functions.
Identify and prioritize areas of improvement, managing the issues and complaints process from creation to remediation and communicating findings to management while also managing the execution of corrective action plans to remediate findings
Identifies trends and risks to the business and clearly communicates findings and recommendations to management. Takes a lead role in creating policies and procedures.
Hires, trains, manages, and coordinates multiple direct and indirect team members to hit goals. Develops managers as well as individual contributors, including interviewing and acquiring top talent, creating schedules, conducting training, measuring job performance, addressing performance gaps, and conducting feedback sessions.
Maintain a comprehensive knowledge of internal operational business processes, policies and systems.
Other duties as assigned
Qualifications - Education And Work Experience
College degree or equivalent professional work experience.
Eight (8) plus years of experience in Banking with (3) years supervisory/management experience.
A thorough understanding of Banking processes and practices; industry knowledge and critical thinking skills that can be applied to solve day-to-day problems.
Knowledge of federal, state law and regulations applicable to auto finance preferred
Excellent written communication skills; ability to interface with senior management and business groups at all levels of the organization preferred
Ability to use appropriate analysis, judgment, and logic when solving issues, providing recommendations and making decisions.
Must possess sound judgment in gauging the severity of identified problems with high attention to detail; able to methodically review the execution of procedures to identify issues.
Proficient in Microsoft Word and Excel. Database skills preferred.
Able to effectively lead and develop managers and teams.
The duties listed above are the essential functions, or fundamental duties within the job classification. The essential functions of individual positions within the classification may differ. Texas Capital Bank may assign reasonably related additional duties to individual employees consistent with standard departmental policy.Texas Capital is an Equal Opportunity Employer.
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