Assistant Manager, Projects and Process Improvement (Contact Center Channel Management)

Location: FL Pensacola - Operations Full/Part Time: Full-Time Regular/Temporary: Regular

Job Description


You have goals, dreams, hobbies and things you’re passionate about.

What’s Important to You Is Important to Us
We’re looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen.

Don’t take our word for it.

• Military Times 2021 Best for Vets Employers
• WayUp Top 100 Internship Programs
• Forbes® 2022 The Best Employers for New Grads
• Forbes® America's Best Employers
• Newsweek Top 100 Most Loved Workplaces
Fortune Best Workplaces for Women
Fortune 100 Best Companies to Work For®
• Computerworld® Best Places to Work in IT

Basic Purpose

To plan, organize and control the day-to-day functions and activities of the Projects and Process Improvement team in the design, development and execution of complex business optimization solutions and advanced data analytics. Lead project prioritization, resource allocation, implementation and business value analysis of the portfolio of process improvement and business automation solutions that support the department and enterprise strategic goals and objectives. Direct, coordinate, and oversee comprehensive and quantitative analyses and in-depth studies relating to operational functions, workflows, processes, and other business unit related issues. Formulate, analyze, and modify policies, procedures, and methods to ensure continuous operations and improve efficiency, productivity, and quality member service. Improve internal processes and capabilities to reduce costs relative to income and react effectively to membership/market needs.  Oversee efforts to continuously improve programs, functionality and operations.   Monitor activities, evaluate programs and channels to identify opportunities to improve service delivery.

 "This role would fulfill the Assistant Manager position for Contact Center Operation's Messaging Channel Management team, overseeing LivePerson platform and its integration with Navy Federal's Chat, eMessage and Mobile Chat platforms."


• Oversee the execution of operational duties of Projects and Process Improvement
• Direct, coordinate, and oversee comprehensive quantitative analyses and in-depth studies relating to operational functions, workflows, processes, and other business unit related issues
• Develop critical collaborative relationships/partnerships with key technical/non-technical stakeholders to gain concurrence, input, and execution of process improvement and business automation initiatives 
• Provide forward thinking, technical expertise in current and emerging technologies, trends, and practices
• Negotiate consensus with business area leadership related to project prioritization to resolve resource and environmental constraints
• Review business proposal benefits, remove bias and seek empirical data, regulation or policy to justify requests for prioritization and resourcing 
• Ensure effective and efficient allocation of staff resources to the portfolio of projects and initiatives  
• Establish workforce by identifying the skills required to fulfill project portfolio needs and provide a steady availability of high quality resources
• Identify and resolve operational and process performance gaps and obstacles; implement changes and improvements
• Oversee the collection, correlation and detailed analysis of data to drive business decisions and mitigate risk/loss 
• Monitor internal processes and perform quality control to ensure adherence to regulations, Navy Federal standards, and industry practices
• Oversee vendor RFI/RFP and contract activities ensuring completeness of business requirements and delivery expectations
• Develop and maintain an understanding of relevant industry standards, best practices, business processes and technology used within the department to ensure compliance with regulations, policies, vendor contractual requirements, procedures, processes and standards
• Lead key projects or initiatives to resolve larger and more complex issues 
• Oversee projects and initiatives designed to improve the efficiency of automated systems and internal processes and capabilities 
• Review quality assurance techniques and the progress of projects to ensure goals and objectives have been met  
• Recommend technical and functional solutions to requirements and develops metrics to measure effectiveness 
• Review ideas, suggestions, and recommendations for merit and project consideration 
• Act as manager in the incumbent's absence
• Perform supervisory/managerial responsibilities
        - Ensure adequate/skilled staffing; select employees
        - Establish performance goals and priorities
        - Prepare, conduct and review performance appraisals
        - Develop, mentor and counsel staff
        - Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
        - Ensure section/branch goals and objectives align with division/department strategy
        - Ensure efficiency of operations
        - Leadership Level – Supervise daily activities
•    Perform other duties as assigned

Qualifications/Education Requirements

• Bachelor’s Degree in a related field or the equivalent combination of education, training, and experience
• Experience in leading, guiding and coaching technical professional staff
• Experience in using analytical techniques, tools, models and simulations to perform qualitative and qualitative analysis
• Experience in leading/overseeing large technical projects/portfolios which have business risk and impact
• Experience in managing corporate-wide projects commensurate to requirement for PMP Certification
• Experience in researching, compiling, and documenting data, business processes, and workflow
• Experience in system technologies, requirements gathering and systems analysis techniques
• Advanced knowledge of usability/digital design principles
• Advanced analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
• Advanced database and presentation software skills
• Advanced developing and implementing programs in a leadership role
• Advanced skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations
• Advanced skill identifying and analyzing business requirements and recommending solutions
• Advanced skill in producing desired results and achieving goals and objectives
• Advanced skills interacting tactfully and effectively in difficult situations
• Advanced skill interacting with staff, management, vendors and members diplomatically and tactfully
• Advanced skill using innovative thinking to solve problems and facilitate the decision-making process
• Bachelor's Degree in Business Administration, Finance, Accounting, Management or the equivalent combination of training, education, and experience
• Advanced knowledge of Navy Federal products, services, programs, policies and procedures
• Advanced knowledge of applicable NCUA and federal regulations 
• Working knowledge of Navy Federal Project Portfolio Management (PPM) and Systems Development Life Cycle (SDLC)Advanced knowledge of NFCU systems, policies, procedures, practices and/or actions 

Hours:  Monday - Friday, 8:00AM - 4:30PM

Location: 820 Follin Lane Vienna, VA 22180 | 5550 Heritage Oaks Dr. Pensacola, FL 32526 | 141 Security Dr. Winchester, VA 22602 | 

Salary Range:  $95,600 - $163,500 Annually

Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position.

Equal Employment Opportunity

Navy Federal values, celebrates, and enacts diversity in the workplace.  Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans.  EOE/AA/M/F/Veteran/Disability

COVID-19 Safety Protocols

All employees are expected to follow our COVID-19 safety protocols.


Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position.

Bank Secrecy Act

Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.