Operational Support Manager (Remote)

This is a remote role that may be hired in several markets across the United States.

Responsible for supporting First Citizens BancShares’ Integrated Risk Solutions (IRS) team by providing oversight of the execution of business-as-usual configuration activities, primarily in Archer, from a backlog of work items submitted across the three lines. Work items will include completion of various support items, including: user access management, data imports, and Production defect resolution; and will manage both onshore and offshore resources to maintain all IRS team Service Level Agreements. This position requires a high level of critical thinking and independent problem solving, in addition to effective communication and collaboration skills to successfully support business relationship management with associates.

Provide oversight of IRS Operational Support team

• Own the ticketing process for the IRS Systems Development Life Cycle (SDLC) by providing approvals and prioritization of GRC Requests from business partners
• Manage both onshore and offshore employees / contractors to ensure adequate coverage of all IRS Operational Support activities
• Provide direct feedback and mentorship to Operational Support team members to ensure compliance with established configuration standards
• Coordinate with the IRS leadership team to ensure all facets of the Integrated Risk Solutions team run smoothly
• Develop and execute a process for after-hours deployments related to monthly enhancement releases, quarterly project releases, and off-cycle releases
• Report monthly metrics related to IRS Operational Support activities to provide an adequate overview related to completed requests, capacity and other data points

Manage day-to-day support tickets and configuration work for the First Citizens BancShares’ GRC systems

• Complete tickets to support the maintenance of the Archer platform
• Communicate with business partners on bulk uploads and data migrations with a focus on accuracy and continuity
• Troubleshoot reports of Production defects and use critical analysis to identify potential solutions
• Actively monitor GRC request queues and provide effective communication to business partners
• Review and respond to inquiries in the shared Support inbox in a timely and informative manner
• Maintain flexibility to shift priorities in a quickly evolving Enterprise Risk Management environment

Bachelor's Degree and 6 years of experience in Risk Management OR High School Diploma or GED and 10 years of experience in Risk Management

Additional Requirements:

• Experience as an administrator of the Archer platform
• Proven problem solver with ability to provide in-depth analysis of complex problems, manage risk and make quick decisions
• Knowledge of various bank/government regulatory requirements and processes
• Ability to comprehend and translate complex business requirements into technical solutions
• Excellent interpersonal and communication skills, both verbal and written
• Exceptional organization, analysis, decision-making and problem resolution skills
• Must be able to meet deadlines
• Uses independent judgment to accomplish objectives
• Advanced PC Skills including Microsoft Visio, Excel and PowerPoint
• Previous experience leading a team of dynamic individuals

Other Preferred Qualifications:

• Archer Certified Administrator certification
• Experience leading at a Large Financial Institution

This job posting is expected to remain active for 45 days from the initial posting date listed above. If it is necessary to extend this deadline, the posting will remain active as appropriate. Job postings may come down early due to business need or a high volume of applicants.

The base pay for this position is generally between $110,000 to $170,000. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment.

First Citizens benefits programs are designed to meet our associates where they are in life. Full-time associates (20+ hours) are offered a comprehensive benefits program, with customized offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here: https://jobs.firstcitizens.com/benefits.