Description

Summary:
The EMO Operations & Oversight Manager II focuses on operational process and risk management within the Experience Management Office (EMO) and supporting the EMO Operations and Oversight Director. This position works alongside their peers and others in the department focused on various activities which may include, but is not limited to, process and data analysis, project and program management, business process mapping and management of process improvement (including defining and measuring improvement and success) and risk management.

Duties and Responsibilities:

Centralized management and continuous improvement of cross functional processes within EMO.Managing the development and implementation of new processes to support teams within EMO.Leading the centralized implementation and ongoing maintenance of tools to aid functional processes.Leading continuous improvement efforts for cross departmental tools and processes.Helping to ensure that all processes are tied to department and individual goals.Management of the EMO vendor program including centralized BSRM duties to manage administrative oversight of vendor relationships (e.g., Coupa Risk Assessments, contracts, 3PRM reviews, invoicing, RFPs, etc.).Management of the EMO process documentation framework.Leading and maintaining a robust change management process for all intake that includes a change to existing processes.Management of the EMO Workfront program.Management of the EMO Text Analytics governance framework.Overseeing the centralized EMO risk management program including RCSA/ERMS management, business continuity planning, executive reporting, record retention, exams and audits oversight, and assist with liaising for Legal, Risk, and Compliance partners.Centrally capturing EMO process documentation (through the CAI documentation framework) while working across the team to ensure that all process owners are involved with process documentation, identification of risks, and implementation of controls.Developing and leading a first line EMO control testing program.Leading and maintaining a robust EMO issue management program.Ensuring operational metrics and key performance indicators are developed, monitored, and managed for assigned areas of work within EMO.Assisting in the centralized oversight of budget and expense management for vendors (EMIO outside services) and Research expenses (EMO and Marketing).Driving collaboration across teams to plan and facilitate all team activities including meetings, communication exercises, colleague appreciation, and Voice Survey related activities.  Working across EMO to document organizational structures, reporting lines, and roles and responsibilities.Standardizing and overseeing the new hire onboarding framework.Contributing to an overall positive organizational culture thereby creating an exceptional experience for all EMO colleagues.Promoting collaboration, engagement, and inclusion as a member of the team responsible for ensuring there’s understanding in what we do, how we do it, and who does what.Implementing efficient and scalable processes and tools as a member of the team that works to equip and enable our EMO colleagues to execute effectively.Enabling transparency and accountability as a member of the team that monitors operational performance, celebrating what is working and taking steps to improve when it’s not.Being champions for risk management as a member of the team who guides the department to ensure that through our operational excellence model we provide centralized oversight, frameworks, and controls to minimize risk.Performs other duties as assigned.
 

Basic Qualifications:

Bachelor’s degree 5+ years related experience or 10+ years of related experience supporting teams within a highly regulated environment required in lieu of Bachelor's degree

Preferred Qualifications:

Strong organizational, analytical, technical and project planning and/or management skillsRisk Management ExperienceMaster’s DegreeProject Management certificationDemonstrated ability to drive resultsRisk Management ExperienceExperience in a customer support and retention environmentExcellent communication skills; written, oral and presentationAbility to build relationships, collaborate and work well in teams.Experience working effectively within a matrix, mission oriented and diverse business environmentAbility to lead change across people, processes, and technology.Ability to collaborate with internal cross-departmental teams to drive solutions and manage executive level relationshipsContinuous Improvement or Six Sigma certification or similar experience a plusProficient with using reports and dashboards in TableauProficient with Workfront

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Yes

Workplace Type:

Hybrid

Huntington is an equal opportunity and affirmative action employer and is committed to providing equal employment opportunities for all regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, gender identity and expression, genetic information, or any other basis protected by local, state, or federal law.

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