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GENERAL FUNCTION: Manage multiple assigned front-line sections within the Operations Division, ensuring that employees, equipment, and materials are used properly to maximize productivity, achieve target SLA, and quality goals. Sections managed are typically groups of non-exempt staff. This position may be responsible for management on different shifts, and multiple departments.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Plans, assigns and monitors the workflow of a group of employees across and within Mail Services and Item Processing, maintaining optimum efficiency and cost effectiveness while ensuring that production standards are met and maintained.

• Tracks and reports production data and ensures that production requirements are met daily.

• Ensures that all Statement Processing/Print Service output is produced and mailed within quality and Service Level Agreement standards.

• Manages section of an Operations department which exhibits one or more of the following characteristics.

• Medium group performing specific production or accounting duties.

• Small group with medium risk/exposure to the Bancorp.

• Group performing duties with a customer service component.

• Plans, assigns and monitors the workflow of a group of employees within an assigned functional area, maintaining optimum efficiency and cost effectiveness while ensuring that production standards are met and maintained.

• Reviews area operational procedures, making recommendations to improve productivity.

• Monitors and execute systemic and manual controls to minimize risk related to image processing.

• Troubleshoots all system and production issues/delays, resolving appropriate incidents internally and escalating high-level issues to facilitate resolution by engaging multiple technology resources.

• Troubleshoots issues and problems within assigned area, referring complex problems to senior management.Assists in the evaluation and recommendation of resources needed to accommodate increases in volume due to mergers, acquisitions, centralization, and new business.

• Maintains daily, weekly and monthly reporting of departmental activity.

• Responsible for promoting teamwork and the cross training of employees.

• Ensures appropriate escalation of customer service, operational and/or employee problems.

• Monitors the attendance of subordinates and ensures accuracy of hours work prior to submitting payroll information to the payroll department.

• Perform all work in accordance with established health and safety procedures.

• Administer all human resource policies and procedures in a fair and consistent manner.

• Perform any other duties as assigned.

  SUPERVISORY RESPONSIBILITIES: Responsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential and provide challenging opportunities that enhance employee career growth developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

  MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

• Bachelors degree in Business or IT degree or equivalent experience.

• One (1) year supervisory/leadership experience in an Operations environment.

• One (1) Banking operations experience in specified or comparable area.

• Proven supervisory/leadership experience.

• Excellent verbal and written communication skills.

• Ability to multi-task and be flexible.

• Experience with Microsoft office products, such as Access, Word, Excel, PowerPoint and Outlook.

• Proven Leadership skills, initiative, detail orientation, strong analytical skills, and decisive decision-making skills.

• Ability to work in a team environment, presenting a professional image and commanding the respect of staff, peers, and senior management.

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Item Processing Manager - Second Shift

LOCATION -- Grand Rapids, Michigan 49546

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.