MGR LTS KNOWL & OPS MGMT

This position is responsible for managing and advancing the operational readiness and knowledge
management functions across LTS. In this position, the Manager of LTS Operations and Knowledge
Enablement, will establish, advance, and evolve the maturity and capabilities of operational enablement and knowledge management functions to help enable the delivery and ongoing management of the future state target model of operations. This newly created role is responsible for overseeing the process of capturing, storing, sharing, and promoting the department's knowledge assets, ensuring employees have access to relevant information by creating a culture of knowledge sharing through strategic initiatives and effective communication across teams. This position will focus on enhancing operational efficiency, improving service delivery and facilitating the sharing of insights to drive continuous improvement in the organization. This includes the development of knowledge databases and systems to facilitate this process using knowledge management best practices, the internal governance and oversight of the School of LTS, the ongoing collaboration and engagement with HR Talent Development on new and enhanced knowledge programs and the ongoing readiness activities to ensure alignment with future state operational design.

This role works closely with senior and executive leaders as well to enable the LTS organization to satisfy immediate and long-term needs of the business and ensure that the organization is fully prepared to support the knowledge and readiness needs to effectively implement new initiatives, processes or systems. The Manager of LTS Operations and Knowledge Enablement will play a leadership role in reviewing business operations, aligning teams, and developing comprehensive readiness plans that facilitate seamless transitions, minimize downtime, and enhance overall productivity. This role will also collaborate with cross-functional teams, stakeholders and leaders to ensure operational objectives are met and that the organization's knowledge needs are achieved.
This position will require a solid understanding of LTS strategic initiatives, CLSM program objectives, business unit objectives, process management, risk management and change management. The Manager of LTS Operations and Knowledge Enablement will also manage a team of Knowledge and Human Capital Management Analysts and/or Specialists as well as complex medium to large-sized projects to deliver on the required knowledge and readiness activities for the department. This role requires strong project management skills, the ability to navigate complex systems and processes, and a keen focus on continuous improvement as well as experience managing large-scale operational readiness efforts with an ability to foster collaboration across various departments to drive business success.

Position Responsibilities:

Knowledge Enablement

• Develop and implement a comprehensive knowledge management strategy for
  ongoing LTS operations as well as initial future state operating model activities.
• Establish and maintain a centralized knowledge management system for
  operations that includes applicable job aids, user guides, knowledge articles, etc.
• Manage governance and oversight activities to ensure knowledge bases and
  School of LTS materials are maintained, updated and aligned to applicable roles and functions on a consistent basis.
• Ensure applicable documentation reflects current practices and regulatory
  changes based on assessments of where knowledge gaps exist or knowledge sharing
  materials are absent.
• Enable LTS leaders to foster a culture of continuous learning and accountability
  within their teams.
• Monitor and assess the usage and effectiveness of knowledge management tools
  and resources.
• Provide reports and feedback to leadership on areas for improvement.
• Develop a feedback loop with employees to continuously enhance the knowledge
  management system based on user input and operational needs.
• Assist leaders with understanding learning needs and identifying and/or
  developing aligned solutions.
• Review operational metrics information to assess potential knowledge gaps for
  solution development.
• Support the integration of new technologies and processes to better enable
  operational excellence.

Operations Enablement

• Oversee the planning and execution of people, process and technology required
  to support organizational transformation.
• Provide initiative leadership for CLSM Ops Readiness workstream, inclusive of
  planning and implementation for target operating model functions.
• Assess and clarify process requirements to ensure readiness for team training
  and smooth implementation.
• Collaborate with HR Talent Development establish effective training programs,
  equipping teams with the skills necessary to be ready for functional enhancements.
• Work with the BRCO team to ensure readiness activities align with applicable
  policies and governance standards.
• Prepare and deliver detailed reports to the management team summarizing operational readiness statuses, issues, and resolutions.
• Provide awareness of the connection points and constraints for the delivery and
  execution of aligned projects/initiatives, helping in identifying potential bottlenecks and
  dependencies, ensuring effective integration.
• Develop and execute clear communication strategies to keep all stakeholders
  informed of upcoming changes, preparations, and progress.
• Partner with internal and external stakeholders to ensure readiness across all
  identified CLSM personas.
• Collaborate with technology and integration partners for internal tools to support
  specific CLSM initiatives (e.g., ChangeFrame, etc.).
• Implement operational readiness governance in alignment with departmental
  and organizational change management programs.

Learning Solutions

• Partner with HR Talent Development and LTS Performance Optimization Manager
  to oversee training and development programs and their integration with change and
  process initiatives, including Commercial Lending Servicing Modernization.
• Collaborate with HR Talent Development to ensure applicable
  learning/curriculum maps are developed, utilized and maintained.
• Help evaluate effectiveness of training and development programs to ensure
  they achieve the desired results for impacted colleagues.
• Confirm learning strategies are in place to support required operational
  readiness/change management initiatives.
• Assess skills inventories to ensure colleagues can support
  operational/transformational changes.
• Review departmental capability matrices to determine potential training needs to
  maintain operational SLAs.
• Partner with ECPMO on aligning knowledge management solutions and
  standards to support LTS and CLSM needs.
• Other duties as assigned.