Manager, Enterprise Operations

August 27, 2023

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 $42 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 manage 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

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