First American Bank was founded in Chicago, and over the years has expanded throughout Wisconsin and Florida. As the largest privately held bank in Illinois, we now have over 60 locations and assets of $5+ billion. We are a community bank at heart with international expertise, traditional values, and a forward-looking philosophy. Our employees have the experience and vision to meet the needs of savers, borrowers, and businesses in the 21st century. First American Bank can offer employees a level of visibility, career growth, and stability that is difficult to find in many larger corporations.

The Product Development Support Team Lead oversees the Service Delivery Associates and manages their daily activities. This individual generates detailed reports on team performance, identifies patterns in customer issues, and deploys solutions to enhance operational efficiency. In addition, develops and implement procedures and policies, monitor KPIs, and collaborate with supported departments to improve processes and ensure compliance with company standards.

DUTIES & RESPONSIBILITES

• Oversee the Service Delivery Associates within the Product Development Department. Directly manage the daily activities of employees, coordinating and prioritizing requisite duties and daily assignments while appraising employee productivity and performance. Compose and deliver performance evaluations.
• Responsible for employee hiring, training, coaching, staff development, scheduling, and direct assistance with coverage of daily workloads when needed. Monitor work standards and adherence to company policies. Proactively deliver feedback to direct reports to promote staff development, and administer corrective action as needed.
• Generate detailed reports on team performance, analyzing trends and support metrics to provide actionable insights.
• Identify areas for improvement, track progress over time, and support strategic decision-making.
• Identifying patterns in customer issues and propose effective solutions to reduce or prevent future problems. Aim to enhance customer satisfaction, streamline processes, and minimize repeat occurrences, contributing to overall operational efficiency.
• Effectively communicate key insights to management, providing valuable information that informs and guides strategic decision-making. Ensures that leadership has the necessary data and analysis to make well-informed decisions that drive the department and organization forward.
• Develop, implement, analyze, and update procedures and policies for the department in accordance with regulations.
• Ensure compliance by developing and delivering training sessions and materials to efficiently and comprehensively educate both new and existing employees to mitigate risk for the bank and maximize departmental efficiency.
• Monitor key performance indicators (KPI’s) to assess team performance and identify areas for improvement while ensuring performance metrics are consistently evaluated, enabling the identification of opportunities for optimization and growth.
• Collaborate with supported departments to implement new support processes and procedures to enhance efficiency. Foster synergy across teams, ensuring that improvements are seamlessly integrated and contribute to overall operational excellence.
• Review completed tickets and responses to provide feedback and coaching to ensure continuous improvement in service quality and help identify areas for skill development.
• Assist in creating documentation and valuable resources for the team to establish that team members have access to well-structured, accurate information, facilitating smooth workflows and enhancing overall team productivity.
• Compile, validate and facilitate monthly reporting of service requests. Verify all data is accurate and comprehensive, providing valuable insights for evaluating service performance and identifying opportunities for improvement.
• Train and coach other team members while serving as a role model. Facilitate effective team interaction by fostering enthusiasm, showing appreciation, and respecting all team and project members, thereby creating a positive and collaborative working environment.
• Conduct and complete additional assignments/projects as designated by management.

QUALIFICATIONS

• High school diploma or equivalent required. Bachelor's degree preferred.
• Minimum five years of banking experience with a major concentration in retail delivery or product management required. Previous supervisory or management experience preferred.
• Thorough understanding of the operational aspects of the various channels supported and their systems.
• Have the ability to continually calibrate priorities, utilizing strong organization and time management skills, with a drive for results, backed by proven abilities in data analysis and issue resolution to achieve short and long-term goals.
• Must possess the ability to work independently, handle multiple tasks, work well under time constraints with limited supervision while utilizing critical thinking skills.
• Must be professional, comfortable speaking with external and internal contacts with a demonstrated ability to tailor the message appropriately to the audience and situation effectively.
• Demonstrated ability to convey thoughts and ideas effectively and succinctly via written formats, including emails, letters, and electronic platforms. Maintain professional standards relating to spelling and grammar.
• Maintain credibility through professional demeanor, appearance, and presence by modeling standards appropriate to our environment and industry.
• Maintain good working relationships with internal partners by exhibiting exemplary interpersonal skills, adopting a constructive, solutions-focused approach.
• Use sound professional judgment to balance the interests of the organization and customer, understanding and using available resources to mitigate risks.
• Proficiency with Microsoft 365 products and applications, including the ability to effectively prepare or review documents, procedures, and reports.
• Demonstrated ability to learn new systems and applications, as well as the ability to understand, adapt and adjust responsibilities/workflows as a result of system upgrades.
• Occasional travel to other First American Bank locations, vendor sites, conferences, Bank functions and training facilities.
• Typical scheduled hours are Monday through Friday 8:00 a.m. to 5:00 p.m. Additional hours may be required depending upon business need.
• Punctuality is required to maintain First American Bank’s customer service standards.