Manage cross functional scrum team of 6 consisting of Salesforce developer, .NET developer, business systems analysts, and QA engineer responsible for enterprise Salesforce platformCoach and mentor team members, ensuring they have the knowledge, skills, and resources required to perform their jobs effectivelySupport team as a business systems analyst assisting with backlog refinement, data analysis, and production supportSet clear expectations through goal setting and providing continuous feedbackCollaborate with leadership and other teams to deliver high value business objectives efficientlyDefine metrics and build reports to identify trends and recognize opportunities for improvementLead and participate in working groups to establish processes and standards for delivery

Collaborate with vendors and delivery team to design and implement external customer portal and online loan application process using Salesforce Experience CloudAnalyze various Salesforce components including lightning flows, process builders, and custom objects to design solution for creating loans and opportunities from online loan applicationBuild reports and dashboards to support the online loan origination processUse SQL and SOQL to query various integrated systems for data requirements and mappingPerform data lineage and analysis for enterprise Data Warehouse enhancement requestsGather data and analyze systems to determine source of issues and recommend solutionsDocument system and business process flows to support change management effortsElicit requirements, perform gap analysis, and design solution including data modelCreate, manage, and coordinate test plans and test scripts for user acceptance testingAnalyze failed test scripts to identify defects, enhancement requests, and training needsCollaborate with Product Owner and stakeholders to prioritize and refine product backlogParticipate in Business and Systems Analysis Community of Practice to establish standards and apply best practices

Consult with process workers, subject matter experts, and leadership to discover business problems and create effective solutionsAnalyze current state and desired future state to identify gaps and areas of opportunityCollaborate with development team to ensure solution is built to approved specificationsDocument business processes including procedures, workflows, and system diagramsCreate test scripts and coordinate user acceptance and regression testingPoint person for vendor relations and production support for statements and noticesProvide second tier production support for all issues related to deposit operationsSubject matter expert for enterprise document management system including indexing, user administration, and workflow

Requirements gathering, solution design, and implementation of project to convert paper-based account contracts and supporting documents to electronic format with eSignature capabilitiesApplication owner for multiple subsystems of core banking application including time certificates of deposit and telephone bankingResponsible for system configuration, analysis, and supportCreate test scripts and coordinate user acceptance and regression testingDocument business processes including procedures, workflows, and system diagramsDevelop and implement process improvements, procedures, and training materialsProvide second tier production support for all issues relating to the core banking system

Facilitate classroom training for retail branch staff including tellers and personal bankersDevelop and maintain training materials and online learning courses for retail banking programsLead a group of up to seven tellers for in-branch experience per training sessionManage coaching program and materials to support new employees after training period endsWork with IT and retail banking leadership to determine training needs and support change management efforts

Provide technical and operational support to all employees via phone, email, and chatTroubleshoot and escalate application, integration, and other technical issuesManage system access including production support, employee onboarding, and offboardingDevelop and maintain internal department procedures and training materialsAdminister knowledgebase to ensure content is valid, current, and approved

Perform full range of teller functions accurately and with a high degree of customer satisfactionRecommend appropriate products and services to meet the customer’s financial needsOpen new and supersede existing personal, business, and retirement accountsBalance vault, ATM, and teller cash drawer on a daily basisReview and validate general ledger, safe deposit, and maintenance reports to ensure accuracyAdhere to established policies and procedures for all transactions and activities

Supervise and support 5-7 Baristas to ensure high quality products and customer servicePerform cash control, including preparing bank deposits and calculating weekly tip distributionPrepare drink orders in a timely fashion according to customer specifications while adhering to standards