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Co-op services Credit Union Manager, Technology Delivery & Support in Des Moines, Iowa

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 Manager, Technology Delivery & Supportto lead the Technology Delivery & Support organization and manage functions to ensure coordination of all activities including vendor service and support, metrics, and that initiatives are in alignment with strategic direction. This position also performs the role of technology leader for a top product project initiative each year. The manager of Technology Delivery and Support will be accountable for the success of the Agile Delivery Program across Technology. The Manager, Technology Delivery & Support provides direct line-management of the Agile Delivery (Scrum Master function) usage of ADO and all associated work requests. The incumbent owns critical data collection and reporting for Technology Delivery and Executive Management. This position contributes to ongoing efficiency of both system and process and plays a key role in driving this organization forward with automation.

What You Can Look Forward to

  • Partner with Application Development, Application Production Support, Technical Integration and Configuration Management along with Data and Infrastructure teams to lead the development of plans for efficiency gains.

  • Direct the coordination and attendance of working sessions as well as support the completion of follow-up action items.

  • Works closely with Technology leaders to foster a strong, positive relationship with internal CO-OP departments and team members.

  • The primary contact for external vendors from the Technology Delivery & Support organization.

  • Responsible for cross-functional team of resources in all efforts necessary to facilitate a holistic review of agile delivery.

  • Identify opportunities for efficiencies and enhancements.

  • Direct line-management of the Agile functions (Scrum Master).

  • Monitor intake process and provide leadership for prioritizing, scheduling and alignment to both run work streams and control tower work streams.

  • Coordinate technology service and support vendor management.

  • Provide leadership direction to TD&S leaders regarding vendors for the escalation and resolution of complex client issues through extensive knowledge and experience.

  • Act as the initial technology point of escalation to remove roadblocks.

  • Facilitate adherence all external application development companies follow CO-OP Processes and standards.

  • Help develop processes and standards for external development companies and vendors to work with CO-OP from technology (AppDev) perspective.

  • Direct the scheduling and content development as well as lead the External Application Development Status Meetings.

  • Represent TD&S during on-site vendor meetings through presentations, inquiry resolution, and follow-up deliverables.

  • Direct the planning, participants, and message delivered during site visits to assigned technology team(s) and vendors in support of their partnership with CO-OP. Ensure follow-up documentation and deliverables are provided in a timely manner.

  • Provide leadership and direction for the identification, resolution, and communication of significant vendor service and support issues.

  • Coordinate the activities of all TD&S functions to ensure that the goals, objectives, and quality of service levels meet with the clients’ and CO-OP’s standards.

  • Senior Management point of contact for internal and external staff and executives regarding escalated issues.

  • Own critical data collection and reporting for Technology Delivery & Support.

  • Responsible for the data collection to publish the TD&S Team bi-weekly EMT Report.

  • Responsible for the data collection to publish the Monthly TD&S Metrics.

  • Accountable to provide leadership, support, and escalation required to resolve the “aged ticket” issues and communicate its progress to executive management.

  • Provide information for RFP responses and contract renewal research/questions.

  • 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 Technology, Business or related field plus 8 years related technical experience or equivalent training and/or experience.

  • Three plus years experience leading a remote team and vendors within technology or similar business unit.

  • Three plus years experience with strategic planning and implementation of strategy.

  • Three plus years experience with direct Agile Methodology.

  • Advanced knowledge and experience with card portfolios and card processing practices.

  • Thorough understanding of Agile Methodology, financial services systems and operations; business planning; product development, internal product delivery processes and services, core processing, etc.

  • Knowledge of business analysis and effective operational practices.

  • Thorough knowledge of all CO-OP products and services.

  • Strong working knowledge of Microsoft Office suite.

  • Customer/client service and leadership orientation – support CO-OP’s strategic future, culture and leadership practices.

  • Excellent written and verbal communication skills.

  • Ability to review simple and complex information and effectively articulate and present information to vendors and executives with confidence and credibility.

  • Excellent organizational and leadership skills.

  • Ability to lead and manage a diverse group of subject matter experts as required for work engagement.

  • Active listening skills and the ability to communicate strategic ideas effectively in both written and verbal communications throughout all levels of an organization.

  • Strong ability to establish relationships with vendors to gain a full understanding of goals and objectives and recommend options for technology efficiencies.

  • Outstanding human and interpersonal relationships. Ability to maintain grace under pressure and bring order out of challenging, high pressure periods of time.

  • Strategic planning and implementation skills.

  • Ability to recognize, anticipate and solve problems. Resourceful and creative problem solver.

  • Ability to manage multiple large/complex clients/projects, adhering to deadlines.

  • Effective project and product management skills.

  • Ability to motivate and influence others positively.

  • Must have an understanding of and the ability to collaborate with multiple business units and vendors.

  • Ability to manage to timelines and hold clients and vendors accountable.

  • Ability to manage company priorities and initiatives.

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.

Req No.2019-3953



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