Operations Program Manager - Strategic Workforce Planning

OverviewTo manage process enhancements and facilitate a plan to coordinate, implementation of initiatives of small to large scope that affect and involve the business unit activities. Ensure management review of initiatives from concept through planning, analysis, design, and testing, implementation and transition phases and serve as an internal partner to departmental leadership regarding the development and/or execution of the overall strategy roadmap. Support deliverable solutions on schedule and within scope and budget, escalates, and resolves issues and concerns by communicating progress reports.This position is eligible for the TalentQuest employee referral program. If an employee referred you for this job, please apply using the system-generated link that was sent to you.Responsibilities• Partner with departmental leadership to develop and/or execute the long-term strategic direction and roadmap leveraging data and best practices to implement strategies that promote and achieve a culture of excellence• Serve as a trusted advisor to leadership at all levels within the business unit, guiding the establishment and/or creation of strategic and operational plans, addressing areas of significant risk, and participating in strategy planning sessions with department leaders to ensure alignment of objectives, targets, and initiatives• Develop, plan, and deliver solutions to drive the departmental and NFCU strategies ensuring processes, systems, operations, quality assessments and service standards are targeted to support superior member service• Review data from complex analyses using performance measurements and indicators to evaluate operational effectiveness, identify gaps in strategic goals, areas for improvement and potential risks and develop action plans for each indicator or area identified and lead improvement efforts• Consult with leadership and business partners to effectively define KPIs and short/long-term goals and objectives, initiatives, and actions plans• Lead and coordinate the departmental planning, scheduling, budgeting, and resourcing of initiatives• Review and evaluate internal processes/programs/services for functional and operational areas to identify, capture, analyze, assess, and recommend improvements to respond to business services/or operation/or member service areas• Schedule as-needed operations audits noting procedural, member service, and other operational deficiencies or vulnerabilities• Monitor key performance indicators, determine gaps in performance metrics, recommend /execute techniques for efficiency/quality improvements• Partner across the department to determine benchmarking targets that ensure effective processes are in place• Work on extremely complex problems where analysis of situations or data requires an evaluation of intangible, variable factors• Provide strategic direction to departmental leadership to ensure initiatives are communicated and implemented for all functional and operational business units• Set and implement operational objectives and goals that align with division, department, and corporate strategies• Compile, research, and analyze trends in support of departmental strategy, projects, and initiatives; provide results and recommendations based on analysis• Promote, educate, and own the change management required, when appropriate, for implementation of solutions and define and track measures of success for ensuring new solutions are embraced• Identify common operational, training, and service goals and create cross-functional opportunities• Support consistent, appropriate, and fluid communication across the department and other business units• Promote incremental improvement of operations and strategies across the department• Mentor and coach other team members• Perform other duties as assignedQualifications• Extensive experience in leading, planning, organizing, directing, and controlling a large multi-function business operation• Extensive experience applying Agile methodologies/principles (Scrum, XP, Lean etc.)• Apply expertise in the entire scope and requirements of projects and serve as liaison between team members and functional area management requesting projects• Experience utilizing Change Management tools, such as: change impact analysis, change readiness assessment, stakeholder assessment and alignment, communications and training, content design/development• Experience in project leadership and execution, including initiatives with technology, processes, cross-functional teams, and external partner team members• Experience in establishing and leading project teams; managing timelines/deadlines/resources; ensuring successful project implementation• Extensive experience with member/team/departmental service operations to include designing and implementing effective operational and member/team/departmental service strategies and activities• Ability to manage multiple activities simultaneously and achieve desired results• Ability to develop strategies to address highly complex and sensitive business issues• Understanding of and experience with the automated systems used in managing the contact center• Experience with change management concepts, practices, principles that demonstrate skills in producing results and achieving objectives consistent with the strategic objectives of an organization• Extensive experience as a strategy practitioner well versed in theory and tools of strategy formulation as well as practical implementation of strategy within a complex organization• Extensive experience in planning and implementing Objectives and Key Results• Extensive experience in implementing strategic initiatives to support organizational objectives• Extensive experience in demonstrating thought-leadership, initiative taking, decision-making and creativity in solving business problems• Experience in leading, guiding, mentoring others• Extensive experience in managing multiple priorities independently and/or in a team environment• Comprehensive knowledge and skills in OCM (Organizational Change Management), including cultural change impact analyses, stakeholder alignment, and management, communication, and engagement planning, change network planning/execution, change readiness/effectiveness assessment and training strategy development• Skill in establishing and maintaining working relationships with all levels of employees, management, stakeholders, and vendors• Excellent verbal, written and interpersonal communication skills to manage, direct, persuade, negotiate, motivate, and present findings and conclusions• Bachelor’s degree in business administration, Management, or related field or equivalent combination of education, training, and experienceDesired Qualification(s)• Change Management Leader Experience• Knowledge of NFCU operations, processes, and procedures• Working knowledge of Navy Federal policies, procedures, instructions, automated systems software and NCUA policies, instructions, and regulations• Advanced knowledge of Navy Federal's functions, philosophy, operations, and organizational objectives• Masters' degree in Business Administration, Management, or related field or equivalent combination of education, training, and experienceHours: Monday - Friday, 8:30AM - 5:00pmLocations: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602 | 9001 Airport Freeway, Suite 925, North Richland Hills, TX 76180 | 11270 Saint Johns Industrial Parkway South, Jacksonville, FL 32246 | 295 Bendix Road, Suite 250, Virginia Beach, VA 23452About UsYou have goals, dreams, hobbies, and things you're passionate about—what's important to you is important to us. We're looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family, and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen. Don't take our word for it:• Military Times 2022 Best for Vets Employers• WayUp Top 100 Internship Programs• Forbes® 2022 The Best Employers for New Grads• Fortune Best Workplaces for Women• Fortune 100 Best Companies to Work For®• Computerworld® Best Places to Work in IT• Ripplematch Campus Forward Award - Excellence in Early Career Hiring• Fortune Best Place to Work for Financial and Insurance ServicesEqual Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/DisabilityDisclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market positionBank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.