Sr Process Engineering Specialist

Sr. Process Engineering Specialist

The Transformation, Delivery & Improvement Team delivers new capabilities and identifies, leads, and delivers continuous improvements opportunities for existing processes, products, and experiences within the Consumer Contact Center.

As a member of the Transformation, Delivery & Improvement Team, the Senior Process Improvement Specialist engages with internal and external functions and business lines to drive medium and large initiatives that improve existing processes and enhance the experience for both customers and colleagues. Through hands on experience, the Senior Process Improvement Specialist has or will develop a mastery of the current and existing suite of tools, systems, and applications currently in use by the Consumer Contact Center.  The Senior Process Improvement Specialist will be capable of independently identifying improvement opportunities as well as evaluating and sizing these them. Finally, the Senior Process Improvement Specialist will lead change management activities that will drive the delivery of improvement opportunities, including the development of implementation plans, communication plans and materials, and measurement plans to validate the positive impact of their improvements.

Responsibilities:

• Methodology: Successfully lead the identification, evaluation, change delivery, and measurement of process improvement activities across all aspects of the initiative (e.g., people, process, technology & policy).

• Data Analysis: Possesses strong data and analysis capabilities including but not limited to ability to identify data sources, capture and/or collect data, and analyze using SQL, Python, or other data analysis tools and create compelling visualizations or other outputs for internal or external customers.

• Program Management: Supports or leads the identification, sizing, scoping, and execution of medium to large process improvement and/or transformational opportunities that deliver measurable value and results.
• Relationship Management: Develops and maintains trusting relationships with key stakeholders through the use of effective communication, active listening, emotional intelligence and leadership skills to foster alignment, transparency, and collaboration. 
• Expertise: Is aware of best practices within the process improvement and industrial engineering across other companies and industries. Has or is able to develop a strong knowledge of all Contact Center systems, tools, and applications.
• Development: Models a learning culture and a continuous improvement mindset.

Competencies:

• Methodology: You are proficient with at least one process improvement methodology (Lean Six Sigma, Continuous Improvement, DMAIC, etc.)
• Leadership: You are a self-starter with experience leading projects that cross functions.  You are proficient in your ability to challenge status quo, take risks, envision the future, enable, empower, and motivate others to act and model Citizens’ Success Profile.
• Problem Solving: You are comfortable with ambiguity and can understand intermediate business problems; can identify, analyze, synthesize, and resolve business issues; can offer creative insights that result in practical solutions and significant value-add.
• Communication You are a strong communicator and comfortable speaking with and presenting to business leaders using a variety of tools, strategies, and media that foster transparency, collaboration and most importantly, trust.
• Change Management: You are proficient at influencing others using a variety of tactics. You are adept at developing meaningful relationships and are comfortable addressing conflict. You can empower others to turn ideas into business results by utilizing standard programs and project management tools.
• Data Analysis: You are proficient in collecting, analyzing, and synthesizing quantitative data from multiple sources using a variety of tools such as Excel, SQL, Minitab, and Tableau to provide actionable insights.
• Analytical and Critical Thinking: You are proficient in gathering, translating, and synthesizing information to understand business problems and offer creative insights that result in value-add practical solutions. 

• Facilitation: You are proficient in leading process mapping sessions that document current and future state processes and identify issues and pain points.

Preferred Qualifications:

• Education: A BS/BA is required (science/engineering preferred)

• Experience:

  • You have 5-10 years’ experience in operational excellence, process improvement, financial services, banking and/or contact centers with a history of delivering significant value-added process improvement projects.

  • You have a strong knowledge of one or more operational improvement frameworks, methodologies, or toolkits such as Lean, Six Sigma, Business Process Improvement, Continuous Improvement, or Change Management.

  • You have a strong working knowledge and are efficient with Microsoft Office Suite, SQL, or Tableau.