Process Improvement Specialist

Job Description

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

As a member of the Transformation, Delivery and Improvement Team, the Process Improvement Specialist engages with internal and external functions and business lines to drive projects that improve existing processes and enhance the experience for both customers and colleagues.

Through hands on experience, the Process Improvement Specialist has or will develop a strong understanding of the current and existing suite of tools, systems, and applications currently in use by the Consumer Contact Center.

The Process Improvement Specialist will be able to assist in identification of improvement opportunities, independently evaluate these opportunities, and work with cross functional teams to develop and size improvements options.

Finally, the Process Improvement Specialist will assist in change management activities that will support 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 :

• Able to identify, establish, and standardize success metrics to visualize and validate improvement initiatives.
• Uses standard Lean / SixSigma / Reengineering tools, frameworks & methodologies to formulate cogent problem statements, identify core issues, recommend innovative and practical solutions, quantify opportunities, measure implementation results and perform cost / benefit analyses.
• Collects, analyzes, and synthesizes qualitative and quantitative information. Based on the information gathered, provides new business insights.
• Facilitates and documents end-to-end process mapping sessions (people, process & technology) that identify issues, foster collaboration, create innovative solutions and enable designs to be implemented that improve operations.
• Supports colleagues in developing performance measures and implementation plans.
• Assists in implementing improvements, preparing documentation, artifacts and training materials, monitoring implementation, and recommending additional improvements.
• Directly support business leaders in identifying, prioritizing, and driving results on short and long term opportunities to optimize and improve processing capacity and lower costs.
• Prepares and presents recommendations.
• Drive problem resolution and support process changes end-to-end standardize production processes and procedures to meet goals.
• Identify and prioritize operational improvement initiatives.
• Develop and test project hypotheses.
• Design and implement systems

Preferred Qualifications :

• Education & Certifications :
• A bachelor's degree in industrial engineering, Operations, or a similar field- preferred
• Lean Six Sigma Green Belt or Black Belt
• Demonstrated ability to identify and define a business or process opportunity, develop a data collection plan, identify data sources, capture and / or collect data, and analyze using SQL, Python, or other data analysis tools and create visualizations or other outputs for internal or external customers.
• You demonstrate knowledge in one or more operational improvement frameworks, methodologies, or toolkits such as Lean, Six Sigma, Business Process Improvement, Continuous Improvement, or Change Management.
• Experience :
• You have 1-3 years' experience in process improvement, financial services, banking
• Has or is able to develop a strong knowledge of all Contact Center systems, tools, and applications

About Us

Equal Employment Opportunity

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability.

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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

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

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