Incumbents in this position act strategically to guide and direct all Treasury Operations Center activities and the Treasury Operations Center management team on operational delivery, reconciliation and reporting, new product development, customer relationship management, expense control and forecasting, project management, capacity tracking, risk management and compliance matters. Works with the management team to incorporate operational integrity into all aspects of the information and payment processing delivery channel. Directs and manages the operational staff of a large, multi faceted Financial Services department. Manages risk associated with the operational aspects of member and internal customer relationships and their business transactions. Monitors and maintains operations procedures for compliance to AARP policies and industry regulations. Acts as primary liaison representing the Treasury Operations Center units in all matters affecting operations, and regulatory compliance, including the development of new policies, procedures, products and services. Identifies operational training needs for the Treasury Operations Center units and assists in curriculum development and delivery. Works with the internal and external auditors to develop and coordinate unit audit processes. Serves as an escalation point as needed for planning, operational, project, budget, regulatory or risk issues and investigations. Ensures that relationship reviews are conducted in accordance with Service level Agreement requirements. Complies fully with all AARP policies and procedures as well as all regulatory requirements
- In accordance with established department methods and operational policies, this role is responsible for supporting the teams’ execution of tasks and behaviors within the Treasury Operations Center so that Dashboard goals, Unit Cost Measurements, KPI's, audit reviews and SLA's are always met and exceeded. Ensures that the member experience is maximized while the internal customer’s goals are met and AARP cash flows are maximized.
- Supports team by performing quality reviews according to AARP’s performance management process. Ensures that continuous improvement occurs relative to the aggregate and individual skill sets of the team through data gathering, creating reports, and supporting the efforts of the Manager and Supervisors through other delegated tasks. Trains new staff on methods, procedures, tools, and job requirements.
- Proactively addresses improvement opportunities with all service relationships supported by the team. Handles escalations from senior management, members or the internal customers regarding support issues or new service requests.
- Performs strategic planning, and directs and coordinates development, maintenance, and planning for treasury systems. Analyzes systems and identifies, interprets, and presents trends to the financial staff and senior management. Trains and manages financial management staff.
- Understands and supports the needs of the group’s customers and their expectations for products, delivery, and service.
- Works closely with all internal customers and other resource teams to support strategic plans, plan changes.
- Maintains excellent relationships both internally and externally as demonstrated by strong interpersonal communication and interaction skills. These skills are characterized by a high degree of professionalism in order to facilitate strong customer service and production results achievement for self and team. Utilizes negotiation skills while maintaining excellent customer service. Responds effectively to customer’s team, vendors and all levels within the organization regarding all Treasury Operations Center duties and responsibilities.
- Supports continuous improvement activities associated including but not limited to quality reviews, issues log creation and tracking. Manages, trains and evaluates the performance of staff within the Remittance and Exception Processing units. Provides developmental opportunities for staff. Recommends changes in staffing levels and assigns overtime and emergency work, as required. Develops and coordinates the performance management cycle for all employees in the units.
- Coordinates vendor relationships in a manner that maximizes benefit for AARP.
- Provides strategic and innovative direction related to industry, technology, consumer and regulatory trends. Incorporates new developments, as appropriate.
- Ensures that all applicable audit, compliance, ethics, regulatory and organizational policies are followed.
- Responsible for the multi-layered management of a 7-day a week state-of-the-art facility to safeguard cash, process and protect member data, and to support organizational cash flow requirements.
- Evaluates and approves innovative process enhancements to insure consistent quality and a positive member experience.
- Contributes to organizational success through sponsorship of positive partnerships with staff across the enterprise to insure that varied constituencies such as Membership, Information Technology, and the AARP Foundation are able to achieve their objectives utilizing the portfolio of business solutions, applications, technology and services supported by Treasury.
- 10+ year’s Operations Management experience in remittance processing or related field such as call center or production environment. Detailed working knowledge of payment and information processing services and related regulatory issues.
- Excellent written and verbal skills.
- Demonstrated research and troubleshooting skills.
- Hands on management style and willingness to provide clear daily direction to direct reports.
- Demonstrated ability to organize and successfully manage multiple tasks simultaneously. Superior project management skills.
- Demonstrated ability to collaborate across groups and departments, connecting with and exhibiting a solid understanding of partnerships.
- Ability to lead and motivate cross-functional teams for project success.
- Strong analytical/financial skills.
AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.