Process Improvement Manager

Description

The Process Improvement Manager will identify and effect process improvements and automations through collaboration, data analytics and customer journey mapping techniques across the Business Banking Operations organization. The primary goals are to enhance the client experience and deliver improved operational efficiencies and effectiveness.

This role is suited to a dynamic and adaptable self-starter with the desire to drive tangible results. You will have project leadership experience, demonstrable analytical capabilities, and the ability to influence, collaborate and forge strong partnerships across the business and with partners.

Key responsibilities:

• Deliver against the strategic plan and on objectives for enhancing customer experience;
• Define business and system requirements, particularly as they evolve with the changing nature of customer expectations and with advances in available technology;
• Analyze existing processes and recommend solutions for improved visibility, productivity and functionality; and,
• Lead process improvement efforts, driving continuous improvements in metrics and results;
• Implement selected solutions, and work intensively with user departments to fully embrace changes;
• Provide continuous feedback to management on the impact of adopted changes;
• Serve as a stand in representation for process leadership, program representation, and decision making activities for all business functions within Business Banking Operations.

**Travel: some overnight travel required, possibly 4-6 times per year.

Qualifications

Required Skills/Experience:

• Minimum 10 years Banking/Operations experience. Strong preference for business/commercial lending experience.
• Experience with key systems used in loan operations is a plus (AFS, Relay, TSYS, LaserPro, Content Manager).
• Detail oriented, organized and analytical. Has the ability to lead multiple initiatives at the same time.
• Ability to work cross-functionally and effectively influence and partner. Must relate well to all levels of the organization. Ability to listen and build constructive relationships, using diplomacy and tact.
• Creativity and innovation in presenting ideas.
• Ability to drive projects and activities to successful conclusion, operating with a high sense of urgency.
• Demonstrated ability to operate independently with broad general guidance against a framework of defined business objectives.

Education/Experience:
BS Degree preferred

Hours and Work Schedule

Hours per week: 40

Work Schedule: Monday - Friday, 8:00am - 5:00pm

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Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer/Disabled/Veteran

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.