Job Information
CAI Operations Team Lead, Neurodiverse Solutions in Southington, Connecticut
Job ID Number
R2103
Employment Type
Full time
Worksite Flexibility
Onsite
Job Summary
Do you have a passion for developing, coaching, and motivating a team? We are looking for an Operations Team Lead with strong leadership, communication and resourcefulness skills to lead a neurodivergent team of documentation specialists.
Job Description
We are looking for an Operations Team Lead to develop and manage a team of neurodivergent Documentation Specialists. The Operations Team Lead will will provide training, guidance, mentoring, support & supervision and must possess a sound knowledge of industry best practices and standards. The ideal candidate will be a strong leader and team motivator who is compassionate, approachable, and flexible, with a proven track record of mentoring and people development. The Team Lead will also be responsible for understanding and reporting upon the team’s progress towards project goals and milestones. This position will be full-time and on-site.
What You’ll Do
Mentor, coach, and support neurodivergent associates working as Documentation Specialists
Facilitate the development and maintenance of operational process documentation
Oversee the Indexing of Commercial, Residential and Consumer Electronic documents from paper and electronic queues
Support the team with Triaging problems and perform error correction based on requests that come in via email and through the Service Request System
Maintain an associate skill assessment and talent development program for each team member
Establish and maintain a regular cadence with client leadership of all levels and associates, providing bi-directional feedback and guidance on prioritization of work assignments, deliverables, and due dates
Ensure that work tasks are delivered on time, within SLA and to the expectations of IT sponsors and business stakeholders
Analyze existing data and perform data gap analysis with the goal of improving metrics related to cost, effort, and milestones of quality activities on a project level
Generate and present executive summary reporting including key metrics to measure and manage performance
Act as initial escalation point of contact on associate issues, and advocate for team members with client
Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
Provide encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
Perform specialized services & project assignments
Interface with Legal Processing and Legal for timely subpoena fulfillment
Ensure that the team manages the client’s data in accordance with security, confidentiality, and integrity requirements/procedures
Support department’s Records Management processes
Interface regularly with other departments of the bank (Compliance, Legal, Teams, Loan Servicing, Collections, Banking Centers etc.)
What You'll Need
Required:
Bachelor’s degree in Business Management or a related field
3 years of experience leading the training, guidance, and performance management of direct reports
Experience organizing, and executing training and development plans, and communicating progress and managing expectations across all levels of leadership
Experience managing multiple priorities, analyze technical problems and synthesize thoughtful solutions
Excellent communication and stakeholder management skills with a proactive attitude, always seeking opportunities to add value
Strong leadership, organizational, critical thinking, communication, and interpersonal skills
Ability to drive work to completion and escalate when necessary to maintain service level agreements
Knowledge of commercial documentation best practices
Experience working with an Imaging System (I.E. Nautilus or OnBase Imaging Systems)
Preferred:
Experience interviewing candidates and providing feedback to hiring managers
Previous customer service experience
Physical Demands
Ability to perform the essential job functions consistent safely and successfully with the ADA and other federal, state, and local standards
Must be able to twist/bend to lift boxes weighing up to 50 lbs
Must be able to use a ladder to retrieve files from storage
Ability to stand for 70% of shift
Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
Reasonable Accommodation Statement
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.
Equal Employment Opportunity Policy Statement
It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.