Business Process Manager
Responsible for leading efforts to define and execute best in class strategies for improvements in customer satisfaction/loyalty, process capability and quality across the product line suite and throughout the entirety of the customer journey. This position will be focused on mapping detailed business processes while driving improvements in efficiency and quality through more effective business processes, elimination of non-value added or duplicate efforts, waste and other related defects in the business process. This role will help define and evolve business lines, evaluate quality issues, measure current process performance, analyze root cause defects, and develop targeted process improvement opportunities with process owners / business leaders.
ESSENTIAL FUNCTIONS:
- Own and inventory all business processes across the product line suite
- Analyze the needs and expectations of the customer's experience in order to enhance quality and drive customer loyalty
- Consult and advise leadership on process and performance improvement opportunities centered around the customer experience
- Maintain a holistic view of all processes and customer segments in the ecosystem to understand dependencies, cross-functional impacts with regards to process, workflow, and reporting
- Develop and analyze KPIs within the customer journey across the business to clearly identify error rate and optimization
- Identify and implement voice of the customer trigger points and technologies to gain further insight into the customer experience
- Contribute to the exploration of process modernization opportunities that will further streamline the customer experience
- Identify, prioritize and execute initiatives aimed at improving the service delivery experience
- Collect and document business requirements for experience enhancement processes and technologies
- Recommend innovative business and technical solutions to improve operational efficiencies, effectiveness and customer experience
Requirements
* Bachelor's Degree required, Engineering field preferred; MBA a plus
* 6 years of process improvement and project leadership experience, preferably in the service or operations industry
* Strong knowledge of Lean Six Sigma methodologies, tools and project management experience(certification preferred)
* Experience with proven results in process improvement and process re-engineering
* Strategic thinker who can collect and analyze data to make appropriate process decisions/recommendations
* Ability to work under pressure on multiple projects simultaneously while meeting deadlines with frequent interruptions and redefined priorities
* Exceptional ability to prioritize and apply problem-solving skills
* Effective communicator at all levels of the organization ranging from front-line employees to enterprise officers * Excellent organization and time management skills
* Results oriented, strong sense of urgency, collaborative, proactive and flexible
* Some travel may be required