BBVA Compass HEAD OF CLIENT OPERATIONS, OPEN PLATFORM in San Francisco, California
HEAD OF CLIENT OPERATIONS, OPEN PLATFORM
Company:Compass Bank dba BBVA Compass
Location:San Francisco,California.United States
Job type:Employment |NEW DIGITAL BUSINESS
Published on:9th September 2019
At BBVA, we are leading the transformation of global banking with the aim of bringing the opportunities of this new era within everyone’s reach. We are a global financial institution present in 30 countries with over 75 million customers. We are a bank with over 126,000 employees across the world and every one of those employees is leading and designing his/her professional career with the help of tools provided by the organisation to make that happen.
Corporate responsibility is an intrinsic part of our business model, promoting inclusion and financial education while supporting research and culture. Being part of BBVA means developing your career in one of the most innovative companies in finance.
We started out with the spirit of helping others make the best financial decisions. That spirit remains with us today and encourages us to keep moving forward, prioritising innovation and digital transformation so that we can bring the opportunities of this new era within everyone’s reach.
Our values define our identity; they are what drives us to make our goals a reality and they guide all of our actions and the decisions we make.
- The customer comes first.
- We think big.
- We are one team.
The Head of ClientOperations organizes, builds, motivates, leads, and controls a team ofenthusiastic, self-motivated professionals who are responsible for on-boardingour Clients onto the Open Platform, ensuring their success in building theirbusinesses on our APIs, and creating highly-satisfied Clients of Open Platform(and highly satisfied end customers of our Clients).
The Head of ClientOperations will:
Lead the development of a client integration and on-boarding playbook that sets out the policies, processes, procedures, and tools that the Client Integration team uses to manage the on-boarding, integration, and pilot launch of each Client’s projects.Define and report on appropriate KPIs and measures of performance.
Lead the development of procedures, policies, and tools that the Client Success team uses to provide effective and efficient post-implementation support and troubleshooting for Clients in production. Define and report on appropriate KPIs and measures of performance.
Collaborate with the Open Platform Risk & Control team to streamline the due diligence processes with the aim of shortening onboarding cycle time.
As each new product is developed, work with the Product team to develop any additional Bank procedures, control measures, or back office procedures that may be needed to service or support the product in production.
Recruit, train, manage, and mentor members of the Client Integration and Client Success teams (per approved hiring plan).
The primary responsibilities of the Client Integration Team are:
Partner with Business Development to propose the appropriate suite of technical and banking products and services needed to meet Client needs.Document the Client’s use case(s), funds flows, and integration strategy.
Develop the playbook and timeline for each Client’s onboarding process that includes both control, committee approval, and technical milestones.
Host recurring meetings with Clients and appropriate internal bank risk, compliance, legal and engineering stakeholders as needed to manage the Client through the onboarding process (through the pilot approval milestone).
Provide Clients with first level support for API functionality and documentation questions during onboarding and integration.
Act as the main point ofcontact for all Client Integration questions and issues that may arise from theBank’s several operational, technical and control areas.
The primary responsibilities of the Client Success team are:
Provide Clients with first level support for API functionality and documentation questions during pilot and after market launch.
Receive and process defect and incident reports from Clients and lead troubleshooting analysis and resolution plans
Receive and process disputes, inquiries, and other customer service requests from Clients and coordinate with the applicable Bank personnel to resolve them.
Receive and process fraud alerts, inquiries, and other back office requests from the Bank and coordinate with the Client to resolve them.
Communicate status, progress, and resolution of issues to Clients. Assist Clients as needed in implementing solutions.
Advocate on behalf of the Client with Business Development, Product Management, Risk and Engineering teams to champion product enhancements or bug fixes that will improve the Client experience.
Level of Complexity and Risk Involved:
This role involves managing a high degree of both complexity andrisk. Open Platform is both a highprofile and innovative initiative, involving new technology, business models,and channels. The Head of Client Operationswill need to lead the development of processes and solutions to meet the needsof this innovative team as well as maintain adherence to BBVA US bestpractices. This is also a client-facingrole and the Head of Client Operations will be expected to developrelationships and have regular communication with key strategic Clients.
The Head of Client Operationswill be responsible for recruiting and leading the Client Operations Team,which based on current budget, we expect will have approximately 5 members bythe end of 2019 and at least an addition 3 in H1 2020. After that, the team will expandproportionally with the growth of the Client base in order to maintainexcellent service levels.
At least ten years’ experience in financial services, with the majority of time focused on project management, product development, and banking.
Expert knowledge of the principles of process design, product development, client support, and project management;
Exceptional stakeholder management, communications and influencing skills;
Proven leadership, managerial, and team-building capabilities;
Demonstrated problem-solving ability in areas with little precedent; and
At BBVA, we believe that having a team made up of people with different ways of viewing the world and of taking on each challenge makes us a better bank. That is why we actively support diversity and inclusion, and we invite you to apply, regardless of your race, gender, age, sexual orientation, country of origin, experience, studies, etc.
We nurture a collaborative and inclusive work environment that enables us to show and develop the best we each have to offer.
Pay Transparency Policy Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information (41 C.F.R. 60-1.35 (c)).
Individuals with Disabilities
BBVA Compass, BBVA Securities Inc., and BBVA S.A. New York Branch invite all interested and qualified applicants to apply for employment opportunities. If you are a U.S.-based job seeker with a disability who is unable to use our online tools to search and apply for jobs, please contact us by emailing: firstname.lastname@example.org or by calling toll-free (in the U.S.) 1-844-664-9275. Please indicate the specific type of assistance needed*.
*The disability access telephone line and email address are reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation. Please do not call about the status of your job application if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related or technical issues, will not receive a response.
BBVA Compass, BBVA Securities Inc., and BBVA S.A. New York Branch have a firm and unwavering policy to provide equal employment opportunity without regard to age, citizenship, color, disability, ethnic origin, gender, gender identity and expression, marital status, nationality, national origin, race, religion, sexual orientation, genetic predisposition, protected veteran status, or any other status or classification protected by federal, state or local law. This policy includes all job groups, classifications and organizational units. With regard to employment, this policy extends to applicants and covers our recruiting, hiring, promotion, transfer, demotion, discipline, termination, benefits, compensation and training practices as well as social and recreational activities. View the "EEO is the Law" & "View the EEO is the Law Supplement Poster" poster. BBVA Compass, BBVA Securities, Inc., and BBVA NY are equal opportunity and affirmative action employer.