Operations Team Lead, Neurodiverse Solutions
CAI

Job Info

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Operations Team Lead, Neurodiverse Solutions
Req number:
R2103
Employment type:
Full time
Worksite flexibility:
Onsite
Job Summary
We are looking for an Operations Team Lead to develop and manage a team of neurodivergent Documentation Specialists.
Job Description

We are looking for an Operations Team Lead to develop and manage a team of neurodivergent Documentation Specialists. The Operations Team Lead will will provide training, guidance, mentoring, support & supervision and must possess a sound knowledge of industry best practices and standards. The ideal candidate will be a strong leader and team motivator who is compassionate, approachable, and flexible, with a proven track record of mentoring and people development. The Team Lead will also be responsible for understanding and reporting upon the team's progress towards project goals and milestones. This position will be full-time and on-site.

What You'll Do

• Mentor, coach, and support neurodivergent associates working as Documentation Specialists
  
• Facilitate the development and maintenance of operational process documentation
  
• Oversee the Indexing of Commercial, Residential and Consumer Electronic documents from paper and electronic queues
  
• Support the team with Triaging problems and perform error correction based on requests that come in via email and through the Service Request System
  
• Maintain an associate skill assessment and talent development program for each team member
  
• Establish and maintain a regular cadence with client leadership of all levels and associates, providing bi-directional feedback and guidance on prioritization of work assignments, deliverables, and due dates
  
• Ensure that work tasks are delivered on time, within SLA and to the expectations of IT sponsors and business stakeholders
  
• Analyze existing data and perform data gap analysis with the goal of improving metrics related to cost, effort, and milestones of quality activities on a project level
  
• Generate and present executive summary reporting including key metrics to measure and manage performance
  
• Act as initial escalation point of contact on associate issues, and advocate for team members with client
  
• Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
  
• Provide encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
  
• Perform specialized services & project assignments
  
• Interface with Legal Processing and Legal for timely subpoena fulfillment
  
• Ensure that the team manages the client's data in accordance with security, confidentiality, and integrity requirements/procedures
  
• Support department's Records Management processes
  
• Interface regularly with other departments of the bank (Compliance, Legal, Teams, Loan Servicing, Collections, Banking Centers etc.)
  

What You'll Need

Required:

• Bachelor's degree in Business Management or a related field
  
• 3 years of experience leading the training, guidance, and performance management of direct reports
  
• Experience organizing, and executing training and development plans, and communicating progress and managing expectations across all levels of leadership
  
• Experience managing multiple priorities, analyze technical problems and synthesize thoughtful solutions
  
• Excellent communication and stakeholder management skills with a proactive attitude, always seeking opportunities to add value
  
• Strong leadership, organizational, critical thinking, communication, and interpersonal skills
  
• Ability to drive work to completion and escalate when necessary to maintain service level agreements
  
• Knowledge of commercial documentation best practices
  
• Experience working with an Imaging System (I.E. Nautilus or OnBase Imaging Systems)
  

Preferred:

• Experience interviewing candidates and providing feedback to hiring managers
  
• Previous customer service experience
  

Physical Demands

• Ability to perform the essential job functions consistent safely and successfully with the ADA and other federal, state, and local standards
  
• Must be able to twist/bend to lift boxes weighing up to 50 lbs
  
• Must be able to use a ladder to retrieve files from storage
  
• Ability to stand for 70% of shift
  
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
  

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 - 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

This job has expired.