AgFirst Farm Credit Bank provides financing, as well as a range of technology and other services, to a network of agricultural lenders in the United States and Puerto Rico. Located on Main Street in Columbia, S.C., AgFirst is committed to providing a comfortable, inclusive work environment. We believe in investing in our employees so they can help lead our $39 billion company into the future. If you are looking to fuel your professional development and gain exposure in the field of Information Technology apply today!
The Manager, Enterprise Operations Support m anage and direct the Product Operations and Operational Support within Enterprise Operations and Services team. Working with other managers within EO&S, the CSC, and Technology to provide an enhanced client experience through the provision of Level 2 support for problem management, issue resolution, and common operational services such as administrative support, small enhancements, and operational readiness support.
Develop and maintain a culture of continuous learning and improvement within the team. Work with other teams within the Bank to identify and implement process improvements. Act with a high level of transparency and accountability and design metrics and dashboards that support performance sustainability in conjunction with our data and analytics team.
As a technology company, the Operations Support Manager will evolve our support models over time to match varying customer needs. Models may include professional services/customer success management and expanded levels of support as a service, such as a “white glove” service and/or platinum, gold, and silver support levels as we evolve the product capabilities and services through digital transformation.
Duties & Responsibilities :
Manage team members within EO&S
- Ensure that the team has appropriate skills and training to perform their tasks
- Provide feedback and mentorship to the team members and ensure continuing alignment to the overall objectives and strategy for EO&S
- Develop an EO&S training and “certification” curriculum for new and existing staff on each of the product capabilities that will ensure that subject matter expertise on the full lending lifecycle is achieved in a continuous learning environment with capabilities that are layered on over time to expand domain knowledge widely across the team and the Bank
Manage the provision of Level 2 Support
- Ensure that all incidents are handled in accordance to the agreed operating levels
- Partner with CSC and Technology to define and maintain problem management severity levels and ensure consistency in the determination of severities across the problem management process
- Ensure communication standards to end users are adhered to during issue resolution
- Ensure awareness of global issues through communications back to the customer base are accurate and timely
- Ensure timely resolution of incidents is occurring and that the appropriate processes are adhered to
- Ensure discipline around root cause accuracy
- Monitor aged service issues and determine agreed upon resolution and tracking when moved to the development team’s backlog/technical debt
- Proactively identify opportunity areas for avoiding service issues altogether through root cause analysis and a global understanding of all solution architecture
- Identify and implement opportunities to reduce the number of incidents that are escalated to Level 2 support
- Identify and implement opportunities for continuous improvement in the processes
- Act as an escalation point for the team for any support issues
- Provide regular reporting to all appropriate stakeholders on the performance of Level 2 support for EO&S
- Coordinate product enhancements and user experience improvements with the Product Delivery team providing user stories from repeat user support tickets
- Own and deliver small product enhancements or upgrades using Agile methodology and as agreed upon with Product Delivery
Manage the provision of Operational services
- Ensure that operations are performing effectively and are in accordance with the agreed operating levels
- Identify and implement opportunities for continuous improvement in the processes
- Act as an escalation point for the team for any operational issues
- Provide regular reporting to all appropriate stakeholders on performance of Operational Services for EO&S
- Ensure GFA and MSA processes are followed for subscribed and paid services
- Advise and engage with Relationship Managers on recommendations for enhancing operational services to their customers
- Manage the periodic performance review with Associations and Relationship Managers that have subscribed services performed by EO&S
Act as BSO for applications in steady state
- Send communication to CSC related to application downtime
- Update ICFR control documentation if applicable
- Confirm deployment was completed as scheduled and met expectations
- Evaluate vendor performance compared to SLA expectations (TSP)
- Maintain vendor data in TPM system
- Coordinate timely communication to management and CSC for issues
Requirements:
- Four-year accounting, technology, or other business discipline, degree or equivalent work experience
- Minimum 3 years of experience with a majority of that time in Banking, preferably in a mixture of operational, financial, and technology roles
- Experience with managing Level 2 Customer Support and/or managing multiple back-office operational processes required
- Experience with data driven process improvement and the associated executive metrics reporting is required
- Agile methodology and Product Ownership experience a plus
- Knowledge of incident management practices required
- General technical knowledge of software development, infrastructure and systems supporting Banking services required
- Forward thinking self-starter who pro-actively seeks to contribute and is highly capable of working in a team environment
- Knowledge of banking operations and consumer and commercial lending required. In depth knowledge of Loan Origination and Servicing required
- Ability to communicate effectively, both verbally and in writing with all levels of personnel and customers
- Ability to deliver verbal presentations to a variety of audiences
- Ability to establish priorities and organize assignments, and to work effectively within timelines and under general supervision
- Ability to cooperate and communicate effectively, both orally and in writing, with users, technical staff and management
- Must have strong analytical, decision-making, negotiating and communication skills to analyze business problems and suggest and implement solutions for these
- Must have excellent attention to detail
- Understands how and when to escalate issues requiring attention
#LI-OM
Are you ready for a career with us that will impact more than you ever imagined? At AgFirst, you have an opportunity to make a difference for agriculture and rural communities while elevating your career. When you work here, you are part of a cooperative that provides financing, technical support and business services to banks in the national Farm Credit system. You can be part of the solution for those banks – our customers – as they make loans to more than 80,000 farmers, businesses and homeowners in rural America. At AgFirst, we value your skills and unique perspective. We think you’ll like the impact you can make here and the benefits you will enjoy. AgFirst is dedicated to fostering an engaged workplace that makes every employee feel valued, appreciated and heard. We invest in our employees because they invest in us and work hard to make our bank successful. Among its range of benefits, AgFirst offers competitive pay, flexible work schedules, a corporate incentive plan and even free coffee and soft drinks in the break room. If you’re ready to impact more than you ever thought possible, we’re ready for you!
While we offer a variety of lending and credit jobs, we’re more than just an agricultural lending company. We have many roles in areas such as information technology and information security, as well as support services. No matter your career path, find a way to impact more with AgFirst!
OUR BRAND AND CULTURE
We want to make a difference in people’s lives – and that includes yours! We strive to create a workplace environment where all employees feel welcome and open to bringing their whole selves to work. We have a diverse, talented workforce that helps us bring a well-rounded perspective to the solutions we provide. At AgFirst, we aim to give our employees room to grow both personally and professionally. We hope you will find more than just a job here. We hope you will find a fulfilling career that allows you to use your abilities to impact more.
OUR BENEFITS AND REWARDS
AgFirst believes employee satisfaction is built around a career that combines personal and professional accomplishment with financial rewards that help you build toward the future. We believe that compensation is more than just a paycheck. At AgFirst, you’ll find a total rewards package that includes:
- Competitive pay, with paid vacation, holidays and sick leave, as well as paid time off for volunteering.
- Corporate incentive plan with spot bonuses for top-notch work.
- Medical, dental and vision insurance, as well as life and disability insurance.
- Flexible spending and health savings accounts.
- Generous 401(k) matching contributions, as well as additional employer contributions.
- Reimbursement for approved higher education pursuits.
- A wellness program for employees, which includes resources for a healthier lifestyle.
- A Leadership Academy for professional development.
- Other perks, such as employee discounts, annual on-site flu shots and even free periodic chair massages.
In addition, we are located in a modern office building in a revitalized business district on Main Street in Columbia, S.C., near multiple restaurants and shops. Our open floor plan features a variety of meeting areas, from cozy collaboration rooms to large meeting spaces – all equipped with state-of-the-art technology to meet your business needs.
Other benefits of our office building include:
- Free parking in an attached garage.
- An on-site restaurant.
- A newly renovated fitness center.
- On-site conveniences, such as dry cleaning and oil change services.
Regular building events, such as luncheons and ice cream socials