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Process Design Consultant (Merchant Services)

Charlotte, North Carolina;

Job Description:

Merchant Services is newly formed line of business focused on providing, point of sale, online and security solutions for small business and GBAM clients. The Merchant Operations team provides onboarding, training and back office processing to support this functionality. 

This role will be responsible for managing large scale, cross functional projects to support the Merchant Services Operations. Primary focus will be to support horizontal initiatives that cross functional operational areas.

Line of Business Role Description

Accountable for the development, improvement and execution of processes to support Merchant Operations. Ensures full integration of all process and linkage to best practices. Accountable for the achievement of breakthrough productivity, customer satisfaction and continuous process improvements. Primary focus will be to support front office operational areas, including call center, client activations and on-boarding. 

Responsibilities include but not limited to:

  • Engages with business partners to analyze, implement, and update processes by utilizing sound process improvement techniques.

  • Act as Agile Product Owner for workflow system

  • Responsible for planning, organizing, monitoring and controlling projects using appropriate tools and techniques to ensure efficient and effective project completion. 

  • Manages design or redesign of processes or projects using six sigma methodologies. Integrates best practices with process design to ensure continuous process improvement. Builds action plans and drives execution.

  • Supports change management deliverables and project documentation (issue/risk logs, status reports, requirements documentation, design documentation, project plans).

  • Effectively communicates with leaders, managers, peers and business partners on strategy, deliverables, timelines and support needed. 

  • Partners with the business and Service Delivery teams to develop and transition plans, including ongoing success measures, to sustain the

  • Good foresight for detecting risks and thinking of creative mitigation solutions

Required Skills:

  • 1 to 3 years’ experience documenting process/product flows

  • Experience with Agile methodology and JIRA (or similar tool)

  • Highly proficient at using PowerPoint and Visio

  • Able to manage multiple priorities and strategies in parallel

  • Strong oral and written communication skills

  • Ability to identify and mitigate risk

  • Experience analyzing and solving complex business problems

  • Ability to collaborate and influence

  • Ability to learn and adapt quickly.

  • Self-motivated; ability to work without lots of supervision

  • Experience with leading cross functional teams

Desired Skills:

  • Previous experience Agile Product Owner and/or Business Analyst experience

  • Previous experience with designing new applications/systems

  • Six Sigma Certification

  • Merchant acquiring (or similar) experience  in one or more of the following:  

    • Client Onboarding & Implementations

    • Client Servicing

    • Settlement Operations

    • Technical Support

Enterprise Description

Engages with business partners to analyze, implement, and update processes by utilizing sound process improvement models and techniques. Manages design or redesign of processes or projects using Agile and six sigma methodologies. Integrates best practices with process design to ensure continuous process improvement. Builds action plans and drives execution. Applies business redesign concepts, practices and Agile methodology. Will lead cross functional teams teams to achieve process or project objectives. Processes are within a product or service delivery within a single business unit or department and are typically directed toward improving a single business, product, or function.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Merchant Services is newly formed line of business focused on providing, point of sale, online and security solutions for small business and GBAM clients. The Merchant Operations team provides onboarding, training and back office processing to support this functionality. 

This role will be responsible for managing large scale, cross functional projects to support the Merchant Services Operations. Primary focus will be to support horizontal initiatives that cross functional operational areas.

Line of Business Role Description

Accountable for the development, improvement and execution of processes to support Merchant Operations. Ensures full integration of all process and linkage to best practices. Accountable for the achievement of breakthrough productivity, customer satisfaction and continuous process improvements. Primary focus will be to support front office operational areas, including call center, client activations and on-boarding. 

Responsibilities include but not limited to:

  • Engages with business partners to analyze, implement, and update processes by utilizing sound process improvement techniques.

  • Act as Agile Product Owner for workflow system

  • Responsible for planning, organizing, monitoring and controlling projects using appropriate tools and techniques to ensure efficient and effective project completion. 

  • Manages design or redesign of processes or projects using six sigma methodologies. Integrates best practices with process design to ensure continuous process improvement. Builds action plans and drives execution.

  • Supports change management deliverables and project documentation (issue/risk logs, status reports, requirements documentation, design documentation, project plans).

  • Effectively communicates with leaders, managers, peers and business partners on strategy, deliverables, timelines and support needed. 

  • Partners with the business and Service Delivery teams to develop and transition plans, including ongoing success measures, to sustain the

  • Good foresight for detecting risks and thinking of creative mitigation solutions

Required Skills:

  • 1 to 3 years’ experience documenting process/product flows

  • Experience with Agile methodology and JIRA (or similar tool)

  • Highly proficient at using PowerPoint and Visio

  • Able to manage multiple priorities and strategies in parallel

  • Strong oral and written communication skills

  • Ability to identify and mitigate risk

  • Experience analyzing and solving complex business problems

  • Ability to collaborate and influence

  • Ability to learn and adapt quickly.

  • Self-motivated; ability to work without lots of supervision

  • Experience with leading cross functional teams

Desired Skills:

  • Previous experience Agile Product Owner and/or Business Analyst experience

  • Previous experience with designing new applications/systems

  • Six Sigma Certification

  • Merchant acquiring (or similar) experience  in one or more of the following:  

    • Client Onboarding & Implementations

    • Client Servicing

    • Settlement Operations

    • Technical Support

Enterprise Description

Engages with business partners to analyze, implement, and update processes by utilizing sound process improvement models and techniques. Manages design or redesign of processes or projects using Agile and six sigma methodologies. Integrates best practices with process design to ensure continuous process improvement. Builds action plans and drives execution. Applies business redesign concepts, practices and Agile methodology. Will lead cross functional teams teams to achieve process or project objectives. Processes are within a product or service delivery within a single business unit or department and are typically directed toward improving a single business, product, or function.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21041076

Band: H5

Manages People: No

Travel: Yes, 10% of the time

Manager:

Talent Acquisition Contact:

Robin Bennett

Referral Bonus:

0