Operations Manager - ECC

Location San Antonio, TX 78201   We've had a hand in helping build communities for over 100 years. We're listed on Fortune's "100 Best Companies to Work For" in 2006. It pays to work at WaMu. We've added even more benefits to our generous package.Learn more at wamu.com/careers Operations Manager - ECC Be a part of our success story.  Washington Mutual offers talented and motivated people the opportunity to do the best work of their lives in a dynamic and growing company. Through competitive salaries, outstanding benefits, internal advancement opportunities, and nationally recognized community involvement, you’ll have the chance to create a career you can be proud of. Your success story starts here. Ensure that customers are serviced on a timely basis in accordance with established production, security, quality, and compliance methods and standards.  Monitor and prioritize services to ensure that customers’ needs are adequately and cost-effectively addressed.  Evaluates and resolves high priority or complex problems through communication and negotiation. Ensure that effective control procedures are in place and fully functioning to preclude improprieties from occurring and to safeguard the integrity of financial, production and productivity data.  Actively monitor, validate and evaluate systems, processes, standards and procedures to identify opportunities for improvement.  Identify, in a manner sufficient to execute or recommend effective corrective action, areas of actual or potential liability or other adverse condition(s) in the area of responsibility with might affect the organization.Plan, manage and evaluate all processes and activities of the assigned groups to ensure compliance with the policies, standards, procedures and processes of the organization. Plan, supervise and evaluate the work of subordinate staff, ensuring that appropriate training programs are available and that employees are adequately trained to perform the work.  Train, coach and counsel employees in achieving the level of technical proficiency necessary to enhance individual productivity and attain performance objectives. Ensure the timely and successful implementation / installation of approved process / platform model(s) in assigned departments.  Review method and procedures to ensure high quality service, streamline procedures and protect company assets.  Recommend department policy and procedures to key managers. Fulfill managerial responsibilities, including: • employment selection, performance and salary review, training, staff development, motivation and development towards achievement of goals • budget management • planning, decision making and problem solving • team building, leadership and adherence to corporate values • documentation on department policy, procedures, standards and job descriptions with periodic review and revision of methods and procedures. Provide senior management with continuous planning, forecasting, tracking and evaluation of financial / operational detail to verify adherence to plan / budget; reviews expenses, billings, changes, fee schedules, service contracts and similar documents to identify opportunities for improved expense control and profit improvement.  Facilitate achievement of productivity and quality targets which are monitored and reported at the individual level.  Establish and implement methodologies for increasing individual productivity.  Reduce work volumes through the development and implementation of streamlined or improved processes.   BS/MBA or equivalent experience.  3+ years of operational management experience, leading exempt employees, with at least 5 years in a call center environment  Exceptional leadership skills with the ability to create an environment where employees deliver optimum performance.  Extensive customer service knowledge and background with the ability to create and deliver an exceptional customer experience. Proven communication and diplomacy skills to work cross-functionally to influence others, drive results/change, and implement projects/processes. Strong analytical and quantitative capabilities to assess and drive process improvement. Demonstrated ability to investigate and solve complex problems. Experience in Retail, Mortgage and/or Consumer Loan servicing and compliance Strong PC skills in Microsoft Office and specific knowledge of systems and applications used to support a call center environment. Washington Mutual is an Equal Opportunity Employer.  Anyone needing accommodation to complete the interview process should notify the recruiter.