Continuous Improvement Manager

2 weeks ago

Williamsville, Illinois, United States M&T Bank Full time
Job Summary

We are seeking a highly skilled Continuous Improvement Manager to join our team at M&T Bank. As a key member of our organization, you will be responsible for leading significant process improvement projects and initiatives related to the routing of M&T customers in the contact center, most notably via the IVR.

Key Responsibilities
  • Direct development of continuous improvement initiatives, generally of high complexity, consult with, and influence internal contacts at all levels across the Company, creating value and buy-in as the lead business process improvement transformation partner.
  • Lead process improvement initiatives through the use of measurements, analysis and discussion of process alternatives to arrive at viable solutions and best practices.
  • Prepare recommendations for presentation to senior management for the prioritization and execution of process re-engineering efforts.
  • Champion Process Excellence across the Bank through the development and delivery of Bank-Wide training programs and encompassing concepts of LEAN, Six Sigma, Change Management, Target Operating Model, Robotics and Problem-Solving Methodologies.
  • Communicate project status, issues, and risks to project sponsor on a regular basis.
  • Ensure sustainable measurement systems for key deliverables are in place for each project.
  • Communicate Process Re-engineering efforts to senior managers through formal and informal channels to ensure their awareness and support as well as identify any issues.
  • Facilitate decision-making sessions with senior managers across multiple areas of the Bank to obtain consensus and direction on organizational change and Project and Process efforts.
  • Coach and mentor less experienced process practitioners, business partners, and participants in Bank-wide process excellence training programs on process improvement methodologies and change management. May manage a small staff.
  • Drive implementation of solutions within the business where required.
  • Responsible for measuring, tracking, and reporting of benefits on an ongoing basis up through one year after project completion.
  • Understand and adhere to the Company's risk and regulatory standards, policies, and controls in accordance with the Company's Risk Appetite. Design, implement, maintain, and enhance internal controls to mitigate risk on an ongoing basis. Identify risk-related issues needing escalation to management.
  • Promote an environment that supports diversity and reflects the M&T Bank brand.
  • Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
  • Complete other related duties as assigned.
Scope of Responsibilities

This position manages and executes Process Re-engineering projects impacting multiple business lines and divisions to improve efficiency, reduce expenses and provide improved service to customers.

Requirements
  • Bachelor's degree and a minimum of 7 years' relevant work experience, or in lieu of a degree, a combined minimum of 11 years' higher education and/or work experience, including a minimum of 7 years' relevant work experience.
  • Six Sigma Black Belt, Lean Certified or Agile Certification
  • Strong verbal and written communication skills
  • Strong analytical and problem-solving skills to properly deconstruct the problem and determine viable solution options using data as a guide.
  • Experience handling multiple tasks and working under time constraints in support of various assignments.
Preferred Qualifications
  • Minimum of a bachelor's degree in a technical, finance, or business discipline
  • Minimum of 8 years' relevant experience
  • Financial services experience
  • Certified Master Black Belt
  • Self-motivated
  • Results-driven
  • Well organized individual
  • Ability to think strategically

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