Program Director, Continuous Process Improvement
At First Republic, we care about our people. We offer extraordinary client service in private banking, private business banking and private wealth management. Founded in 1985, we believe that personal connections are everything and our success is driven by the relationships we form with our colleagues and clients. You’ll always feel empowered and valued at First Republic.
Incredible teams doing exceptional work, every day. We recognize that our competitive advantage starts with our people and our culture. At First Republic, we work hard and move quickly as a very coordinated team. If you are looking for an opportunity to grow and contribute in a fun, fast-paced environment, First Republic is the place for you. We have exceptional people focused on providing extraordinary service.
First Republic’s “Continuous Process Improvement” (CPI) department is part of the Empower program within the bank – with a focus on empowering our people to deliver extraordinary service to clients. The CPI team works across the enterprise to support identification and resolution of operational improvement opportunities. The team solves for process improvements and product enhancements with a focus on client experience, operational efficiency, and risk management. This department plays a key role in supporting the bank to scale while continuing to provide differentiated client service.
Duties and Responsibilities
Common goals, uncommon potential
A key aspect of this department is to implement solutions that improve the Bank’s ability to provide exceptional client service. The right candidate will engage with our colleagues to understand their processes, evaluate opportunities, challenge the status-quo and help design creative solutions that enable them to provide high-touch client service.
To that end, the Program Director will work with colleagues across the Bank to build relationships that help identify opportunities for enhancement as well as feasible operational solutions that strongly align with and further the organizations’ culture and client-centric model. The role of Program Director will also ensure solutions meet business and technical requirements, are maintainable and scalable and meet stated performance benchmarks – in terms of client service, banker and stakeholder expectations, risk management and operational efficiency.
This role requires an understanding of banking products, operations, and system functionality. Candidates must be results-oriented and have excellent verbal and written communication skills to interact with stakeholders at every level, including Executive Management.
What you’ll do as a Program Director:
– Keep the client and our front-line colleagues at the forefront of all decisions, process changes and solutions. Enable high-touch, high-quality client service while scaling our processes to support volume growth and changing client needs.
– Execute on improvement initiatives – own all aspects of the framework:
– Identify and prioritize opportunities through collaboration
– Work collaboratively to design solutions that enhance client and banker experience, are in line with the organizations’ cultural and client-centric objectives, are scalable, and enhance operational efficiency while managing risk
– Run the communication and socialization of the enhancements – at the initiative level as well as at the program level
– Develop and deploy reporting to demonstrate success of the improvements
– Have a strategic perspective and strong business acumen. Think globally about all aspects of the Bank, identify, and understand issues/challenges and any potential future impacts.
– Train and communicate as appropriate regarding process changes, enhancements, and modifications – verbally and through written documentation – to all appropriate stakeholders.
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
You could be a great fit if you have:
Experience & Education:
– Bachelor’s degree or equivalent in relevant field
– 10+ years of relevant work experience (background in banking industry preferred)
– Program management/change management, process re-engineering, and/or process automation experience required
– Experience with customer service, call center operations and / or payment platforms is a plus
Abilities:
– Strong business acumen, and ability to develop long-term strategic solutions that encompass sound risk management practices, address potential growth scenarios, and most importantly – ensure a seamless client experience.
Job Demands:
– Must be able to review and analyze data reports and manuals; must be computer proficient.
– Must be able to communicate effectively via telephone and in person.
– Must be able to travel as position requires
– Own your work and your career — apply now
Are you willing to take initiative and make decisions? Are you willing to go the extra mile because you love what you do and how you can contribute as a team? Do you want the freedom to grow and the opportunity to take charge of your own career? If so, then come join us
We want hard working team players. You’ll have the independence to learn, lead and drive change. A culture of extraordinary service, empowerment and stability—that’s the First Republic way. Come join us!
This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization. The Company is an equal opportunity employer. In this regard, the Company makes reasonable accommodations for qualified applicants and employees with disabilities in order to enable them to perform all essential job functions, unless doing so creates an undue hardship.
First Republic is subject to federal laws that restrict the employment of individuals with certain types of criminal histories, including FDIA Section 19 and FINRA. To the extent not inconsistent with our obligations under those federal laws and regulations, First Republic will consider qualified candidates with criminal histories in a manner consistent with the Los Angeles and San Francisco ban-the-box laws.
We’re always on the lookout for top talent and are adding new jobs every week.
First Republic Bank is committed to a policy of equal employment opportunity for all employees and applicants for employment, without regard to race, color, religion, sex, pregnancy, childbirth, sexual orientation, gender identification, national origin, ancestry, age, marital status, physical or mental disability, medical condition, genetic information, citizenship status, veteran status or any other legally protected category, in accordance with applicable federal, state and local law.
Banking products and services are offered by First Republic Bank, Member FDIC and Equal Housing Lender
Investment Advisory services are provided by First Republic Investment Management, Inc. Trust services are provided by First Republic Trust Company and First Republic Trust Company of Delaware LLC. Brokerage services are offered through First Republic Securities Company, LLC, Member FINRA / SIPC . Insurance services are provided through First Republic Securities Company, DBA Grand Eagle Insurance Services, LLC, CA Insurance License # 0I13184, and First Republic Investment Management, DBA Eagle Private Insurance Services, CA Insurance License # 0K93728.
Investment, Insurance and Advisory Products and Services, and Foreign Exchange Transactions, are Not FDIC Insured or Insured by Any Federal Government Agency, Not a Deposit, Not Bank Guaranteed and May Lose Value.