Process Improvement Manager
2 weeks ago
First Entertainment Credit Union is looking for a Process Improvement Manager who will play a crucial role in the operation efficiency optimization within our Sales team. As the Process Improvement Manager leading a newly formed team, this person is expected to set up the infrastructure, performance standards, team design, and quality control that will ultimately lead to increased operation effectiveness and member experience.
The Process Improvement Manager should be comfortable with challenging status quo and knows how to think outside the box. The ideal candidate knows what great looks like and work closely with cross-functional teams to deliver, execute, and sustain process improvement engagements.
This is a full-time, hybrid opportunity reporting to the Chief Experience Officer and is based in Hollywood, CA. The minimum and maximum salary range for this position is $106,349.59 to $159,524.38 in California. The target starting pay is between $106,349.59 to $132,936.99.
Responsibilities
· Lead internal process reflection meetings with different stakeholders to examine current practices, gather insights, and conceptualize recommendations for improvement and better ROI. Set meeting objectives while incorporating the RACI methodology to ensure clarity.
· Oversee the Voice of the Member (VOM) program, review and analyze survey results, conceptualize solutions and/or recommendations and execute accordingly.
· Perform root cause analysis on identified recurring or ad-hoc member or workflow challenges and provide meaningful recap and feedback for stakeholders.
· Design and facilitate trainings and coaching to ensure our retail team is well equipped to support our members adequately and effectively.
· Prepare and communicate information on initiatives, changes, objectives and outcomes to a broader audience across different levels in a precise and comprehensive manner.
· Develop process architecture and recommendation documents, including presentations, process roadmaps, success metrics, business requirements and related impact analyses.
· Pay close attention to the compliance landscape, work with Risk Management to ensure improvement operate within appropriate guardrails. Act as the main point of contact for audit and compliance efforts as required.
· Serve as an advocate for continuous improvement by keeping abreast of industry practices, standards, and benchmarks.
· Prepare business cases on best practices by incorporating credit union value alignment, budget efficiency, project roadmaps, etc.
· Monitor and prepare progress updates to stakeholders regularly and modify strategies as needed to achieve desired outcome.
· Establish KPIs or success criteria to measure and report progress as requested.
· Manage the overall employee life cycle activities, including but not limited to staffing needs, coaching, development, onboarding, and so forth.
· Perform other duties as assigned.
At First Entertainment, your role and every role are essential to our Mission [We build lifelong financial relationships with the people in entertainment based on a deep understanding of how they live and work], Core Values [ Members First + Ownership + Integrity + Innovation + Inclusivity + One Team], and we expect you to uphold them.
Requirements
· A bachelor's degree from an accredited college or university in business administration, project management, or related field is highly preferred.
· At least 5 years of working experience in a full-service banking space preferred but not required. 2 years of experience as a lead or managerial capacity a plus.
· Working knowledge with data-driven PI principles, tools, and problem-solving methods including Lean/Six Sigma concepts and techniques highly preferred.
· Strong analytical skills with the ability to gather, analyze, and interpret data from multiple sources.
· Proficiency in process mapping and analysis tools, such as Visio, Lucidchart, or similar software.
· Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organization.
· Detail-oriented with strong organizational and project management skills.
· Knowledge of retail banking operations and regulatory requirements is a plus.
· Proficiency with Microsoft suite products is a must.
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