• VP, Application Production Support

    Job Locations US
    Req No.
    2018-2972
    Category
    Executive
    Type
    Full-Time
  • The Opportunity

    CO-OP Financial Services is bringing digital transformation to the credit union movement. We’re creating innovative technology solutions that help not-for-profit credit unions best serve their members and compete with the big banks.  As a result, our world-class team is growing faster than ever! If you’re passionate about technology and want to be part of a purpose-driven organization, this is an exciting opportunity to provide real value and help shape the future of human-centered financial services.

     

    We are seeking a talented VP Application Production Support member in the Technology Delivery and Support Team with the ability to manage multiple diverse application production support teams across product lines. A key component to this position is having exceptional skill at leading teams solving technology problems for both internal and external customers while excelling at vendor management.

     

    This includes overseeing the day-to-day management of the applications, including tasks related to identifying and troubleshooting application issues and resolution of issues 24 hours/day and 7 days/week.  Oversees the daily department operations ensuring efficient ticket management, prompt problem resolution and maintaining a high level of customer service.  

     

    Additional responsibilities include developing, distributing, supporting, enforcing, and integrating best practices and technology standards across the organization. Sets and implements policies and procedures related to application quality standards and support.  Work closely with rest of the technology delivery and support leaders in order to define and support their needs. Evaluates existing applications to determine technical and process changes needed to position company in the marketplace as a technology leader.  This involves advancing the teams in all areas of people, process and technology by coaching and mentoring staff to support and follow the company culture and policies;  Partnering with internal and external clients to ensure that customer service standards, training, and quality controls are successfully making the team Trusted Advisors.

     

    What You Can Look Forward to

    • Actively supports and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.
    • Leads with a mission and a vision to make our technology department world class.
    • Oversees Application support team(s) in daily operations, support, and process improvement. Ensures that standards, policies, and procedures are documented and followed and that technology applications are available, secure, and operating optimally at all times.
    • Ensures production application issues are brought to resolution, ensuring timely engagement, escalation and effective communication to business, technology and vendor partners.
    • Establish strong vendor relationships to ensure smooth workflow by setting standards and monitoring for improvements in shared accountability and capabilities, and resolving conflicts and performance issues, while escalating operational failures and adverse trends in operational performance.
    • Actively participates and supports the Incident Management Organization on production related issues.
    • Exercise strong leadership and communication skills.
    • Analyze industry mandated changes. Measure technical impact and provide technical documentation related to client communications.
    • Ability to successfully interact with executive management, clients, vendors, sales and operations areas as needed.
    • Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.

    What You’ll Need to Succeed

    • Bachelor’s Degree in Computer Science or related disciplines.
    • Fundamental knowledge in software development methodologies, design and implementation.
    • Good to excellent understanding of entire development process, including specification, documentation, testing and support.
    • 5+ years software development experience.
    • 10+ years application support experience.
    • Strong communication skills.
    • Polished presentation skills.
    • Experience in both Agile and Waterfall software development.
    • Knowledge of finance and credit card systems is essential.
    • Strong knowledge of industry best practices of solving complex problems.
    • Knowledgeable in various programming languages, tools and processes.
    • Ongoing prioritization of support and client requests.
    • Work with Technology and Operations leaders to manage and set priorities, workflow, and documentation for the support team.
    • Day-to-day support of goals defined by the overall business plan, the strategic technology plan and the Leadership.
    • Escalation point for internal or external clients in regards to technology application issues.
    • Represents technology application support in key meetings and teams, including pre-contract sales demonstrations, cross-functional teams and management meetings.
    • Assist with review and approval of key technology purchases.
    • Monitor and report appropriate service level expectations relative to various processes and products.
    • Monthly service level reports; SLA’s and SLE’s.
    • Review and help set objectives for the strategic technology plan, other business planning and the budgeting processes.
    • Work with other department managers to ensure adequate levels of staff resources, training/training plans and documentation are available for company initiatives.
    • Ensure superior customer satisfaction levels are maintained.
    • Foster and facilitate constructive interaction between technology application support team, other technology teams and other departments.
    • Identify areas for process improvements, seek and propose solutions.
    • Ensure timely completion of issue resolution that meet our company’s and clients’ business objectives.
    • Set clear performance expectations and goals.
    • Set development objectives and training plans as needed.
    • Monitor and evaluate employee progress.
    • Manage the hiring process, disciplinary action, and termination procedures with assistance from Human Resources.

    Why Join CO-OP?

    Get ready to be part of the exciting, ever-evolving and growing credit union movement!  As a CO-OP employee, you’ll have a chance to directly impact the access of financial opportunities to individuals and communities – and you’ll help drive the future of fintech at an energetic organization where contributions are valued, and innovation is championed.   

     

    With more than 35 years of industry leadership, CO-OP Financial Services is the largest, most comprehensive credit union service organization in the nation.  CO-OP serves as THE credit union technology engine, bringing payments solutions, engagement services and strategic counsel to help credit unions optimize member experiences to consistently provide seamless, personalized multi-channel offerings, while delivering secure, sophisticated fraud mitigation service.

     

    CO-OP serves more than 3,000 client credit unions, with 60 million debit and credit cardholders, nearly 30,000 surcharge-free ATMs and more than 5,600 shared branches nationwide. Our vast technological ecosystem facilitates more than 6.5 billion transactions every year and equips credit unions of all sizes to deepen member engagement and prosper in the fast-paced world of fintech.

    The Perks

    • Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.
    • Health benefits – medical, dental, & vision plus wellness programs and gym reimbursements.
    • 401K with generous company match.
    • Tuition reimbursement.

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