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Continuous Service Improvement ManagerDescriptionAt Bank of the West, our people are having a positive impact on the world. We’re investing where we feel we can make the most impact, like advancing diversity and women entrepreneurship programs, financing for more small businesses, and promoting programs for sustainable energy. From our locations across the U.S., Bank of the West is taking action to help protect the planet, improve people’s lives, and strengthen communities. We are part of BNP Paribas, a global leader supporting the UN Sustainable Development Goals (SDGs). Yes, we’re a bank, but as the bank for a changing world, we are continually seeking to improve the ways we help our customers, while contributing to more sustainable and equitable growth.Job Description SummaryLeads technical teams. Identifies and coordinatesdelivery of Continuous Service Improvement service delivery lifecycle and looksfor opportunities to improve the performance of services to deliver enhancedvalue to the business.Essential Job Functions
Create reports and analyze performance trends
to identify potential improvement areas and/or performance deficiencies;
Provide analytical insight into return on
investment, cost optimization, cost reduction or other value creationinitiatives to enable prioritization of effort;
Understand the scope and relevant attributes
of all current Service Levels and KPIs, and have demonstrated knowledge ofdefining new metrics;
Ensure that risks and issues related to
Services are recorded, tracked, assessed and escalated as necessary.
Communicating the vision of CSI across the
organization
Working with the Service Owners and Service
Level Manager to define the monitoring requirements, identify and prioritizeimprovement opportunities and establish Service Improvement Plans (SIPs)
Identifying frameworks, models and standards
that will support CSI activities
Ensuring that activities are coordinated
throughout the entire Service Lifecycle
Presenting improvement recommendations to
senior management
Create and report on performance metrics for
service delivery to identify areas requiring improvement
Monitor practices and processes to guide the
implementation of compliance and improvement strategies improvement
Utilize available information, metrics and
evaluations to develop recommendations for change
Provide input on internal processes to assist
with service improvement initiatives
Maintain organizational focus on metrics that
are less tangible and perceived as being subjective
Manage the balance between driving business
value of continual service improvement and diminishing returns
Initiate and develop partnerships with
internal end users to define and evaluate service performance outcomes
Conduct and report on quality control audits
Identify risks to successful achievement of
goals, and take appropriate steps to mitigate those risks
Ability to interact with Senior Executive
Level Management#LI-IB1QualificationsRequired Experience
Knowledge of ITIL Practice
5-7
years working experience in Service Management desirable
Technical Background preferred
Knowledge of Agile and other Project
Management methodologies.
Analysis of business processes;
Technology Process Improvement experience
desirable
Identifies alternative solutions, assesses
feasibility, and recommends new approaches.
Contributes to evaluating the factors which
must be addressed in the change program.
Strong written and verbal communication
skills.
Solid problem solving and analytical skills;
must be resourceful, creative, innovative, results driven and adaptable
Solid understanding of Operational Risk
Education
Bachelor's Degree
Work Experience10 - 12 yrsEqual Employment Opportunity PolicyBank of the West is an Equal Opportunity employer and proud to provide equal employment opportunity to all job seekers without regard to any status protected by applicable law. Bank of the West is also an Affirmative Action employer - Minority / Female / Disabled / Veteran.Bank of the West will consider for employment qualified applicants with criminal histories pursuant to the San Francisco Fair Chance Ordinance subject to the requirements of all state and federal laws and regulations.Job: TechnologyLocation: United States-Nebraska-OmahaOther Locations: United States-California-San Ramon, United States-Arizona-TempeRequisition ID: 047248
