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Assistant Director, Process Improvement

3 months ago

Tempe, United States DriveTime Full time

What's Under the Hood

DriveTime Family of Brands includes in-house financing and servicing through Bridgecrest, which is one of the country's leading financial servicing providers. Bridgecrest services roughly $17 billion in finance receivables for DriveTime and other third parties. We service auto loans across a wide credit spectrum with the intent of creating a strong path to vehicle ownership for our customers.

That's Nice, But What's the Job?

At Bridgecrest, we believe in creating opportunities and improving lives. To this order, we strive to provide a great customer and client experience. Process driven Quality Execution to strategy, legal, and client requirements is key to provide this excellent Experience sought by our Customers and Clients. We believe Process Management will enable us to be the best in class servicing organization that provides ‘Peace of Mind' and ‘Agility in Innovation' to all the stakeholders. The Process organization is central to improving customer experience outcomes, lowering operating expenses and building a quality centric culture across the organization.

In long, our Assistant Director of Process is responsible for:

  • Responsible to design, manage, analyze, improve, and innovate on the 100+ processes we have in the Servicing ecosystem

  • As a people leader, you will identify, coach and grow talent, who can be the next set of process managers to champion Process Management in the Organization.

  • You will lead the objective of ensuring that the processes are well designed, and controls are built effectively to ensure that processes meet or exceed requirements.

  • You will lead the design and management of Operational KPIs and provide monthly summary, trends to the Sr. Leadership team, which will include building, influencing and executing corrective/improvement ideas

  • You will partner with and influence stakeholders across the organization, such as Operations, Product, and Technology to build and manage processes effectively.

  • You will lead the agenda of building and institutionalizing a set of Process practices that have been declared as the essentials of a Process management culture at Bridgecrest

  • Be the Standard bearers for the process artifacts and hold process owners and managers in Operations responsible to keep it updated and to right quality standards

  • Manage the Policies and Standard Operating Procedures, including working with compliance to update it when business strategy or process changes

  • Continuously identify and implement high leverage opportunities for process improvement.

  • Lead large scale process improvement projects.

  • Enable and facilitate many small scale ‘Kaizen - Special Ops' continuous improvement projects across Operations.

  • In situations (ex-A/B test or product launch) that require ‘non tech' solution: plan, build and launch the manual process

  • When new Tech releases impacts ‘Agent Operator' components of process or impacts critical client requirements baked into the process, you will play the role of assessing the impact, designing the Ops solution, testing the solution implemented, managing Ops readiness, creating training materials as needed, communicating change and getting buy in from Ops leaders/Client managers and their sign off.

  • Constantly train, assist and audit process managers and owner practices who are managing the 100+ process across servicing

  • We still love to maintain our scrappy start up culture. You will be required to be an individual contributor, a thought leader and an organization influencer

  • You will lead the objective of periodically checking and verifying that the processes are working per intent. You will create a scalable and low-cost methodology for checking and verifying.

  • You will explore modern technology and tools such as Speech to Text, Natural Language Processing, Adaptive Learning models to build the Best-in-Class suite of tools that monitor the health of the processes across Bridgecrest and identify areas for improvement

  • You will bring leadership skills to partner with the business to influence and strengthen QA template and QA processes

  • You will monitor for industry trends and institute these practices as necessary

  • You will partner closely with our various stakeholders to ensure that as processes get updated, quality programs are updated appropriately

So What Kind of Folks Are We Looking for?

Intellectual curiosity. Why? What? How? Do you find yourself always wanting to learn more and broaden your knowledge base? If so, this could be the role for you.

Passionate and goal-oriented. We are looking for someone that is enthusiastic about their work and is passionate about not only meeting their goals but exceeding them.

Killer analytical and reporting abilities. You'll need the capability to analyze data and in return, prepare timely reports on your findings.

Master multi-tasker. We are looking for someone that is not only good at multi-tasking but thrives in it.

Excellent verbal and written communication skills. The ability to talk and write with confidence, charisma and competence for a wide variety of audiences including management.

A mind for the details. Okay we know "detail-oriented" is on about every job description - but we really mean it

The Specifics:

  • Process and analytical oriented, with skills across process, quality, statistics, technology and people management

  • Lean, Six Sigma certification is a plus

  • Undergraduate degree in STEM is a plus

  • Excellent people influencing skills

  • Understanding of the Servicing and Collections policies as it relates to Financial services business is a plus

  • Excellent communication and presentation skills

  • Ability to manage multiple tasks and initiatives in a fast-paced culture

  • Proficient in Excel and basic data analytical tools in Excel

  • Experience in advanced data analytical tools such as Minitab, SAS, R, Python is a plus

So What About the Perks? Perks matter

  • Medical, dental, and vision, oh my DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage.
  • But Wait, There's More. 401(K), Company paid life insurance policy, short and long-term disability coverage to name a few.
  • Growth Opportunities. You grow, I grow, we all grow But seriously, DriveTime Family of Brands is committed to providing its employees with every opportunity to grow professionally with roughly over 1,000 employees promoted year over year.
  • Tuition Reimbursement. We're as passionate about your professional development as you are. With that, we'll put our money where our mouth is.
  • Wellness Program. Health is wealth This program includes self-guided coaching and journeys, cash incentives and discounts on your medical premiums through engaging in fun activities
  • Gratitude is Green. We offer competitive pay across the organization, because, well... money matters
  • In-House Gym. We want our employees to be the best versions of themselves. So come early, take a break in your day or finish strong with a workout
  • Give Us a Reason (or not), and We'll Celebrate. Regardless of whether there is a holiday or not, we are finding ways to kick back and enjoy each other's company outside of day-to-day work.
  • Smart-Casual Dress. Come dressed in jeans (you'll fit right in with the rest of us).
  • Paid Time Off & Paid Holidays. Not just lip service: we work hard, to play hard.
  • Company Driver. It's one of the coolest perks of being who we are We've got your insurance, maintenance, and cost of vehicle covered; you just keep gas in the tank.

Anything Else? Absolutely.

DriveTime Family of Brands is Great Place to Work Certified And get this: 90% of our rockstar employees say they feel right at home here. We could spend a lot of time having you read about ALL our awards, but we'll save time (and practice some humility) just naming a few others; Comparably Awards: Best Company for Diversity, Best Company Culture and Best Company Leadership, oh and don't forget Phoenix Business Journal Healthiest Employers (okay, we'll stop there)

Hiring is contingent upon successful completion of our background and drug screening process. DriveTime is a drug-free, tobacco-free workplace and an Equal Opportunity Employer.


And when it comes to hiring, we don't just look for the right person for the job, we seek out the right person for DriveTime. Buckle up for plenty of opportunities to grow in a professional, fun, and high-energy environment