Frontline Support Manager

Description About Us: Umpqua Bank is headquartered in the Pacific Northwest with 5,000+ employees and offers banking services to customers throughout the nation. It's an especially exciting time to join our team as, following the recent merger with Columbia Bank, we have grown to become a leading western-based regional bank with more than $50B in assets under management and an unwavering commitment to our associates, our customers, and our communities.
We create a great place to work by offering a special brand of relationship banking and by providing a culture where associates thrive. Associates who embody our core values fit in well here and we are eager to meet candidates who demonstrate behaviors that align with Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships.
About the Role: The Manager will supervise the Information and Delivery team, which includes Procedure Coordinators, Technical Writers, and Organizational Change Management Support Specialist staff. Additionally, as a manager of managers, this individual will lead and mentor the manager of the delivery team, driving performance, and fostering a collaborative and high-performing work environment. The role involves managing the development, coordination, and implementation of procedures across various departments.
Leading a team of Procedure Coordinators and Technical Writers to ensure consistency and accuracy in procedure documentation.Providing guidance, support, and feedback to help manager(s) develop and achieve their performance goals.Implementing a structured ownership and review process involving subject matter experts, legal, and compliance.Coordinating with departments and risk partners to manage and update procedures.Managing the vendor relationship for the technical writing software, ensuring effective communication and collaboration to meet the organization's needs.Establishing and maintaining a Center of Excellence (COE) for the procedure content management software, providing guidance and support to authors and subject matter experts (SMEs) to ensure best practices and high-quality documentation.Communicating procedural changes through monthly calls and other channels.Interacting with Audit and Exams regarding procedures and overseeing the publication and system administration of procedure documents.Demonstrating compliance with all bank regulations for assigned job function and applying to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeping up to date on regulation changes.Following all Bank policies and procedures, compliance regulations, and completing all required annual or job-specific training.Maintaining a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security, and other regulations as applicable to this job description.Coaching, mentoring, or training others and teaching coursework as a subject matter expert.Actively learning, demonstrating, and fostering the Umpqua corporate culture in all actions and words.Taking personal initiative and being a positive example for others to emulate.Embracing our vision to become "Business Bank of Choice."Performing other duties as assigned.About You: Bachelor's degree in business, finance, or related field preferred.7-10 years of retail bank operations experience required.4-7 years of supervisory or management experience in bank operations environment required.1-3 years of management of managers experience preferred.Experience with Madcap Flare or Central, or similar technical writing tool.Ability to act as a self-motivator, working remotely as a team with members in diverse geographic locations.Demonstrated ability to lead projects from inception to implementation. Strong track record of meeting deadlines, working collaboratively with cross-functional teams, and delivering quality results.Experience in banking and operations, developing and implementing policies and procedures.Knowledge of banking regulations, policies, procedures, documentation, and legal requirements.Demonstrate effective written and verbal communication and presentation skills.Proven ability to effectively coach, train, and mentor a team. Experience with personnel actions such as performance counseling, hiring, and firing required.Proven interpersonal skills with the ability to negotiate and influence others. Ability to handle difficult and sensitive situations and problem solve while maintaining confidentiality.Proficient in the use of computer software including Word, Excel, and banking systems.Demonstrate accountability, dependability, initiative, and an ability to effectively prioritize tasks to ensure optimal results.Workstyle: Fully onsite.
We offer a competitive total rewards package including base wages and comprehensive benefits. The pay range for this role is $76,603.59 to $109,433.70, and the pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation and those details will be provided during the recruitment process.
We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.
Our Commitment to Diversity: Umpqua Bank is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics. If you require an accommodation to complete the application or interview(s), please let us know by email: [email protected].
To Staffing and Recruiting Agencies: Our posted job opportunities are only intended for individuals seeking employment at Umpqua Bank. Umpqua Bank does not accept unsolicited resumes or applications from agencies and Umpqua Bank will not be responsible for any fees related to unsolicited resume submissions. Staffing and recruiting agencies are not authorized to submit profiles, applications, or resumes to this site or to any Umpqua Bank employee and any such submissions will be considered unsolicited unless requested directly by a member of the Talent Acquisition team.

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