Process Engineering Mgr Retail

Job Description

Job Summary : Manages a team consisting of project managers / process improvement specialist, and operations specialist that are responsible for creating, updating, and maintaining the policies and procedures : improving processing efficiency and customer experiences by leading Lean Six Sigma process improvement projects, workflow, and other process improvement initiatives and managing complex, large scale projects.

This individual serves as the primary contact and subject matter expert for process solutions to support Retail business strategies and objectives.

Leverages sound process design methodology, project governance, and partnership with key stakeholders (Legal, Compliance, Operations, Product Mgt) to ensure processes are compliant, effective, and efficient.

Manages procedures that are executed by 3400+ banking center colleagues in all markets; Directly manages a team of 4 project managers, grades 33 - 34, or a staff of 6-8 ranging from 28 to 34;

Stakeholders include Manager of Market Operations (MMO) and their teams, Fraud, Compliance, Legal, Product Management, Service Company, Customer Contact Center, AML.

BC Technology Management, Retail Risk Management, Retail Sales, Credit, Retail Regional Directors, Leverages SharePoint to publish procedures updates and develop workflows to simplify and or automate operational processes;

Manages 2 -3 Green Belt projects, leveraging DMAIC methodology, to address risk issues; Manages and provides oversight for 50 -70 process projects of varying size and complexity.

Duties and Responsibilities :

Manages process projects that support key business goals, like risk management, efficiency, customer experience, and effectiveness of the front-line, new product launches, legal or regulatory changes, campaigns etc;

Manages an annual portfolio of 25 40 projects of varying size and complexity, including procedures maintenance. Personally manages 3 -5 complex or larger scale initiative.

Provides coaching for team mates to ensure that deliverables are timely and that stakeholder expectations are me. Serves as SME to consult on projects, ad hoc requests, or business decisions.

Leads / Participates in the coordination and prioritization of project requests. Leverages Lean Six Sigma methodologies to develop sustainable solutions to reduce operational risk and improve front-line effectiveness.

Ensures that process solutions meet risk management expectations of the Retail Bank; Supports process changes to reduce errors and improve risk assessment and audit ratings.

Supports process needs for CFPB and other external examination requirements. Responsible to identifying, evaluating, and addressing inherent and residual risk in processes.

Leads / Creates and manages self-testing for various Process Management processes. Responsible for development and oversight of third party vendor policies and procedures including ongoing oversight.

Direct managerial and HR responsibilities and team development for direct reports. Project assignment and prioritization, PMP's, 1 : 1's, Development Plans, Corrective Action, General Coaching, participate in acquisition (hiring), retention of talent, proactively addresses HR issues.

Ensures that the team adheres to approved project methodologies, communication standards, and process design principles.

Develops department strategies to align the team to Retail Bank priorities and goals.

Administers oversight of BC processes and other process needs of the Retail Bank. Serves on management teams and committees as a representative.

Defines and ensures adherence to process design standards to streamline processes. Ensures accuracy and timeliness of key management reports.

Ensures ongoing support of key databases for decision support. Manages daily operational requests for process support from various stakeholders.

Manages vendor relationships.

Serves as administrator and key contact for Policies and Procedures published in Retail Connect. Coordinates operational communications with the Retail Communications team.

Develops procedures for publishing pages in Retail Connect. Ensures adherence to communications standards. Develops workflows and e-forms to simplify processes.