Contact Center IT & Ops Mgr

Old National Bank has been serving clients and communities since 1834. With over $70 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving.

We continually seek highly motivated and talented individuals as our people are critical to our success. In return, we offer competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance.  401K, continuing education opportunities and an employee assistance program are also included in our benefit suite. Old National also offers a variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization.  We offer a unique opportunity to join a growing, community and client-focused company that is firmly rooted in its core values.

Position Summary

The IT/Operations Manager for the Contact Center is responsible for managing the technology infrastructure, operational workflows, and business processes that support customer service delivery. This role ensures the reliability of contact center systems, drives operational efficiency, and leads BPM initiatives to continuously improve service quality and performance.

Salary Range

The salary range for this position is $81,700 - $165,100 per year. Final compensation will be determined by location, skills, experience, qualifications and the career level at which the position is filled.

Key Accountabilities

IT Management:

• Oversee the implementation, maintenance, and optimization of contact center technologies (e.g., Genesys, PinDrop).
• Collaborate with IT teams and vendors to ensure system performance, uptime, and compliance.
• Lead technology upgrades, integrations, and migrations with minimal disruption.
• Monitor system health and resolve technical issues proactively.

Operations Leadership:

• Manage daily contact center operations to meet service levels and KPIs.
• Partner with workforce management and QA teams to optimize staffing and performance.
• Support agent training on systems and operational procedures.
• Implement operational best practices to enhance customer experience.

Business Process Management (BPM):

• Lead BPM initiatives to analyze, design, and improve contact center workflows.
• Map current-state processes and identify inefficiencies or bottlenecks.
• Collaborate with stakeholders to define future-state processes aligned with strategic goals.
• Use BPM tools and methodologies to document, automate, and monitor processes.
• Track and report on process performance metrics and continuous improvement efforts.

Strategic Initiatives:

• Analyze operational and customer data to identify trends and improvement opportunities.
• Contribute to long-term technology and operational strategy planning.
• Lead cross-functional projects focused on innovation and transformation.

Compliance & Security:

• Ensure adherence to data privacy, security, and regulatory standards.
• Maintain documentation and audit readiness for systems and processes.

Key Competencies for Position

Promotes Change - Drives change within team.

• Communicates what needs to change, why and impact of change.
• Demonstrates agility while engaging team members to gain insight and ensure acceptance while deploying others to implement new solutions.
• Proactively recognizes a need and takes accountability for implementing an improvement and/or change. Drives changes by encouraging team to think creatively and act differently to enhance client, community and shareholder value.

Strategy in Action – Fosters strategic capability in self and others.

• Connects work to the broader goals (i.e., team, line of business) and communicates team member's role in contributing to Old National's strategy and goals.
• Demonstrates awareness and understanding of environmental factors influencing their role.
• Anticipates, identifies, and articulates potential issues and opportunities and effectively responds.
• Identifies immediate, near-term opportunities required for business impact while exploring multiple viewpoints to generate and implement new ideas improving performance.
• Inspires others to personally contribute to the organization’s success for the long term.

Makes Decisions & Solves Problems - Seeks deeper understanding, identifies alternative solutions, and drives sound decisions.

• Identifies, evaluates, and owns problems and opportunities along with possible solutions through effective collaboration.
• Collaborates and seeks to identify what caused the issue, comparing data from different sources within Old National to draw conclusions.
• Uses effective approaches for choosing a course of action or developing appropriate solutions resulting in sound decisions.
• Implements appropriate solutions and evaluates results within team.

Personifies ONB Culture - Leads by example and influences team to exemplify what it means to live ONB Culture.

• Holds team and self accountable to demonstrating Old National's culture
• Holds self and team member accountable to model our values.
• Places the organization's goals before individual or team goals
• Focuses team’s efforts towards common good and connects them to the broader organization by investing time, heart, and expertise to help clients and communities thrive.

Qualifications and Education Requirements

• Bachelor’s degree in Information Technology, Business Administration, or related field.
• 5+ years of experience in IT or operations management, preferably in a contact center.
• Strong understanding of contact center technologies and BPM methodologies.
• Proven leadership and project management experience.
• Excellent communication, analytical, and problem-solving skills.

Key Measures of Success/Key Deliverables:

System Uptime & Reliability:

• Maintain 99.9% uptime across all contact center platforms.

Operational Efficiency:

• Achieve cost savings through process automation and technology optimization.

Customer Satisfaction (CSAT/NPS):

• Improve customer satisfaction scores by ensuring seamless technology support and ongoing enhancements

Employee Engagement:

• Improve team engagement scores through leadership and development initiatives.

Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles. 

As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law. 

We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, SVP to fill a specific position.

 Our culture is firmly rooted in our core values.

We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical.

We are Old National Bank.

Join our team!