Manager, Total Quality Management

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JOB FUNCTION / SUMMARY:

Coordinates the development, implementation, and evaluation of department and/or division quality and productivity improvement initiatives. Ensures that programs support organizational strategic objectives.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Establishes, measures, tracks, and reports on all appropriate quality metrics.
• Establishes meaningful and valued quality goals and service levels for all aspects of services provided within the Systems Integration and Quality Department and other areas of the Operations and Technology Division as required.
• Works with Operations and Technology operating departments, performs analysis, and develops and recommends appropriate action programs, with justifications, to correct processes that are not meeting department quality goals.
• Identifies and documents all "services" provided by the Operations and Technology Division to both internal and external customers
• Establishes baseline benchmarks to quantify department/division quality evolution.
• Develops and implements appropriate quality communication program(s).
• Evaluates existing programs according to established goals and objectives; revises programs as required to facilitate achievement of goals and objectives; recommends the retirement of programs which have outlived their usefulness.
• Keeps abreast of industry trends and regulations, identifies changes affecting the department, takes appropriate action, and notifies staff of internal operation changes.
• Responsible for controlling operating and administrative expenses. May assist management with the department's capital and operating budget; may track expenses and report budget variances.
• Represents the bank in industry, community, and civic activities as required.
• Performs other related job duties and special projects as assigned.
• Incumbent is required to comply will all applicable federal, state, and local banking and industry related laws and regulations including but not limited to the bank Secrecy Act.
• Incumbent is responsible for organizational integrity and business ethics as it relates to this position, and communicating this commitment to any applicable subordinates.
• Incumbent may have access to cash, customer accounts, and/or sensitive and confidential information.

SUPERVISORY RESPONSIBILITIES:

Carries out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws; Provides guidance and oversight to and is responsible for the coordination and evaluation of the assigned team. Responsibilities may include interviewing, hiring and training associates; planning, assigning and directing work; performance management; associate compensation; approving expense reports; addressing concerns and resolving problems.

MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:

• College Degree in finance, management, business, computer science and/or equivalent experience
• Ten years of project management, operations, banking, management, information systems, or related working experience
• Previous management and project management experience
• A background in information technology and/or familiarity computer technology
• Previous total quality management experience is desired
• Knowledge of total quality management practices and principles
• Working knowledge of all facets of banking operations (proof, items processing, deposit services, management, information systems, etc.)
• Thorough understanding of software project management
• General understanding of computer technology
• Excellent organizational and time management skills
• Excellent analytical and conceptual skills
• Ability to analyze work procedures, processes, and automated systems to detect problems and recommend solutions
• Ability to integrate organization/division strategic plans with daily operations
• Ability to gather productivity standards, establish benchmarks, and report trends
• Superior creative thinking skills
• Superior communication and negotiation skills
• Superior presentation skills
• Detail oriented
• Ability to work without supervision
• Ability to work effectively in a team and committee environment
• Must be able to establish and maintain a high level of credibility with all levels of internal and external staff
• Proficient operation of Windows and Microsoft Office Software including Word, Power Point, Access, Excel, and other related software

ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:

• Ability to utilize a keyboard/PC if required to perform the essential job functions
• Ability to travel if required to perform the essential job functions
• Ability to lift/move/carry approximately 20 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an "undue hardship" then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.