• Vice President, Colleague Services

    ID
    2016-3337
    Job Locations
    US-CA-San Francisco
    Category
    Information Services
  • Overview

    First Republic Bank’s success has been driven by providing our clients with an unprecedented level of service and an outstanding client experience. This level of service can be seen in our Net Promoter Score that is not only one of the highest in our industry but one of the highest in any industry.   The VP, Internal Colleague Services is the key position to drive that same level of client service and experience to our internal clients, the Bank's colleagues. 

     

    The VP, Internal Colleague Services leads the teams that provide the key technology experiences used by the Banks colleagues on a daily basis as well as the support (in person and phone/chat service) to the Bank colleagues.  This individual will lead the following teams:

     

    • Technical Support
    • Desktop Technology
    • Messaging
    • Voice and Video
    • IT Communications

     

    We are looking for a leader who will be a passionate advocate for our internal clients, our colleagues, insuring they are provided with outstanding technology services that will enable them to be more productive in their day to day.  He/She will demonstrate a product management mindset in delivering an outstanding customer experience, by constantly seeking feedback and using metrics to drive continuous improvement.  This leader will be reaching out to our colleagues often and will build strong relationships throughout the enterprise.

     

    A key part of this individual’s responsibilities will be partnering with our application development and infrastructure teams to ensure that all deployments of systems and technology are organized and delivered with a colleague first approach.  It is essential that we minimize any colleague disruption and to ensure all changes made invoke a positive colleague experience.

     

    During production related issues this individual will be the voice of our internal colleagues and will ensure that constant communication is shared on the status of any issues that cause a significant impact.

     

    While broad technical knowledge is desirable, what is truly essential is someone who understands and has a passion for providing extraordinary service, problem-solving abilities, and experience transforming and leading successful technology teams that directly impact our internal colleagues.

     

    The right candidate will be successful if they are comfortable working at all levels of the organization, rolling up their sleeves as necessary, able to foster a collaborative culture, and be strategic. 

    Responsibilities

    Service Management:

    • Establish yourself as a service owner and key escalation point for all End User Support issues.
    • Participates in developing the support model and the continual service improvement cycle for end user services
    • Participate in creation of a strategy to develop and enhance support
    • Understands IT service cost drivers and connects cost of service to consumption drivers
    • Reviews business requests for service enhancements and undertakes cost evaluation, standards reviews, and prioritization
    • Guides continuous improvement efforts for the service
    • Act as liaison / advocate between bank employees, Information Services (IS), non-IS, and external teams to help identify technologies and solutions that are fit for purpose and enhance productivity.
    • Maintain a user centric view of the technologies that the Information Services team provides, and promotes the usability and supportability perspective with the IS Organization
    • Define initiatives to improve and evolve the end-user support function, such as introducing more automation and self-service.
    • Create and maintain consistent and well-defined support processes to achieve a repeatable and proactive support model.

    Talent Management:

    • Recruit, train, and assure the quality of the various services teams.
    • Maintain and enhance staff performance, conduct reviews and ongoing performance development activities to ensure the team is technically proficient, efficient, and excel in extraordinary service and support bank wide. 
    • Participate and identify workforce planning, maintaining the appropriate staffing levels to deliver responsive support in the field.

    Metrics & Reporting:

    • Develop a balanced scorecard to measure the performance of your support teams and the services they provide.  Publish monthly to the IS management and quarterly to the business.
    • Drive greater use of metrics with the department that will provide actionable data on the existing install base, the drivers of support and emerging trends that would ultimately allow for more proactive support and greater control over the environment.
    • Deliver reports and analysis to IS management and distribution to members of the leadership team including industry benchmarking alignment with best practices, and overall service level and customer satisfaction
    • Develop reporting and metrics to measure support performance and help identify opportunities for future investment and improvement.

    Responsibilities include the following: 1) adhering to and complying with all applicable, federal and state laws, regulations and guidance, including those related to Anti-Money Laundering (i.e. Bank Secrecy Act, USA PATRIOT Act, etc.), 2) adhering to Bank policies and procedures, 3) completing required training, 4) identifying and reporting potential suspicious activity to the BSA/AML Officer, and 5) knowing and verifying the identity of any customer(s) that enters into a relationship with the Bank. 

     

    DISCLAIMER: Critical features of this job are described under the items above. They may be subject to change at any time due to reasonable accommodation or other reasons. This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

     

    Qualifications

    Key Skills, Knowledge and Abilities:

    • Bachelor's degree (or related work experience in lieu of bachelors). Masters preferredA minimum of 15 years relevant professional within an enterprise IT organization10 + years experience in product management or service delivery
    • Experience managing a distributed team larger than 50 people
    • Experience in working with the ITILv3 methodology highly desirable
    • Ability to partner with business and technology leaders to perform  SWOT analysis and set strategic direction for your team
    • Demonstrated understanding of industry standards and core banking technologies.
    • Requires willingness and ability to adapt to organizational changes in order to support the use of current and future technologies
    • Excellent Written and Verbal Communication: Ability to verbally communicate complex ideas into simple, easy to understand concepts via conversations, presentations, and discussionsDecision Making and Assertiveness: Ability to make clear and consistent decisions using data from multiple stakeholders; ability to take initiative and drive towards desired outcome in a timely and collaborative manner
    • Results Orientation: Ability to have a clear and determined focus on getting the job done; proactively taking steps to achieve goals and emphasize action, not simply thinking or planning
    • Creative Thinking/Innovation: Ability to look and think outside the box to identify potential solutions that either create or improve technology to increase the effectiveness/efficiency of an existing capability, introduce a new capability, and/or allow an existing system to operate under increased constraints
    • Collaboration/Teamwork/Facilitation: Ability to include and work together with cross-functional teams, diverse groups and individuals at all levels to achieve a common goal; ability to solicit participation and keep teams focused on well-defined objectives
    • Change Management: Ability to lead, manage or implement change initiatives in an effective manner. Ability to manage to organization's policy and standards for change in live services and test environments. Ability to effectively control the treatment of risk to the availability, performance, security and compliance of the business services impacted
    • Furthers the First Republic Bank culture and values


    Mental/Physical Requirements:

    • The ability to learn and comprehend basic instructions; understand the meanings of words and respond effectively; and perform basic arithmetic accurately and quickly.
    • Vision must be sufficient to read data reports, manuals and computer screens.
    • Hearing must be sufficient to understand a conversation at a normal volume, including telephone calls and in person.
    • Speech must be coherent to clearly convey or exchange information, including the giving and receiving of assignments and/or directions.
    • Position involves sitting most of the time, but may involve walking or standing for brief periods of time.
    • Must be able to travel as position requires.
    • May be required to lift 25-50lbs.

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