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Process Design Consultant II

Charlotte, North Carolina;

Job Description:

Life & Specialty Servicing (L&SS) advocates for clients engaged in specialty processes such as settling estates, providing military benefits, administering bankruptcies, complying with legal orders, and preventing money laundering.  Additionally, L&SS delivers key support functions such as procedures and large-scale account remediation. 

L&SS is continuing its multi-year plan to transform operations by modernizing customer interactions, streamlining processes with automation, and creating a workplace experience that keeps pace with changing employee expectations. 

The L&SS Strategy & Transformation team leads ideation, business case development and business design for L&SS modernization and transformation.  Accountable for the next generation of strategic operating model, the team works horizontally across L&SS and GO to identify and develop improvement opportunities. 

Through collaboration with peers, process owners and key business partners, a senior process design consultant on this team will:

  • Drive innovation through Operational Excellence initiatives and practices
  • Apply Six Sigma tools and techniques to improve process management
  • Develop the team’s design methodology, toolkit and playbook
  • Train and coach new Process Design Consultants
  • Develop and lead operational assessments including process efficiency, value added / non-value-added analysis, time studies and productivity analysis
  • Inventory and assess process performance metrics, identify gaps and design new metrics where needed
  • Evaluate technology capabilities and identify new investment opportunities
  • Drive horizontal thinking in our process and technology capabilities
  • Support initiative planning and manage business case development
  • Drive improvements in unit cost, customer experience and risk management
  • Document current and target state process maps
  • Document employee and customer journeys
  • Support Process Owners and Process Owner deliverables
  • Support and maintain the L&SS Single Process Inventory and Process Owner Portal
  • Develop and maintain a current, in-depth understanding of L&SS processes

Required skills and knowledge:

  • 7+ years of business design experience including process, people and technology design
  • 3+ years of strategic planning experience including business model innovation, multi-year / multi-generational plans, business cases and delivery roadmaps
  • Expert ability to document process flows from conceptual design to detailed design using Visio, ARIS or comparable process mapping tools
  • Proficient to expert ability to assess process performance by applying six sigma or other statistical analysis tools
  • Proficient to expert with MS Excel to conduct data analysis that yields new process insights
  • Expert with MS PowerPoint to construct and deliver presentations that enable others to grasp and embrace new concepts and outcomes
  • Proficient to expert ability to communicate the business value, program vision and roadmap to stakeholders, Process Owners and others so they understand and adhere to the business strategy
  • Proficient to expert facilitation skills, able to lead and influence cross functional teams
  • Expert ability to identify synergies between areas, finding cross functional opportunities for shared technology requirements and solutions
  • Avid learner comfortable navigating new situations with high degrees of complexity
  • Possesses a basic awareness of technology capabilities

Desired skills and knowledge:

  • Six Sigma Black / Green Belt certification
  • Project Management
  • Product Management
  • Operations Management
  • Financial Services

Enterprise Role Overview:

Accountable for the development, improvement and execution of processes in support of Performance Plan objectives within or across lines of business. Focus is on long-term strategic goals. Ensures full integration of all process and linkage to best practices. Accountable for the achievement of breakthrough productivity, customer satisfaction and continuous process improvements. Works closely with the business executive or deployment champions and MBB. May be Green Belt or Black Belt certified. May be responsible for managing, training and developing associates on the team.

Job Band:

H4

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Life & Specialty Servicing (L&SS) advocates for clients engaged in specialty processes such as settling estates, providing military benefits, administering bankruptcies, complying with legal orders, and preventing money laundering.  Additionally, L&SS delivers key support functions such as procedures and large-scale account remediation. 

L&SS is continuing its multi-year plan to transform operations by modernizing customer interactions, streamlining processes with automation, and creating a workplace experience that keeps pace with changing employee expectations. 

The L&SS Strategy & Transformation team leads ideation, business case development and business design for L&SS modernization and transformation.  Accountable for the next generation of strategic operating model, the team works horizontally across L&SS and GO to identify and develop improvement opportunities. 

Through collaboration with peers, process owners and key business partners, a senior process design consultant on this team will:

  • Drive innovation through Operational Excellence initiatives and practices
  • Apply Six Sigma tools and techniques to improve process management
  • Develop the team’s design methodology, toolkit and playbook
  • Train and coach new Process Design Consultants
  • Develop and lead operational assessments including process efficiency, value added / non-value-added analysis, time studies and productivity analysis
  • Inventory and assess process performance metrics, identify gaps and design new metrics where needed
  • Evaluate technology capabilities and identify new investment opportunities
  • Drive horizontal thinking in our process and technology capabilities
  • Support initiative planning and manage business case development
  • Drive improvements in unit cost, customer experience and risk management
  • Document current and target state process maps
  • Document employee and customer journeys
  • Support Process Owners and Process Owner deliverables
  • Support and maintain the L&SS Single Process Inventory and Process Owner Portal
  • Develop and maintain a current, in-depth understanding of L&SS processes

Required skills and knowledge:

  • 7+ years of business design experience including process, people and technology design
  • 3+ years of strategic planning experience including business model innovation, multi-year / multi-generational plans, business cases and delivery roadmaps
  • Expert ability to document process flows from conceptual design to detailed design using Visio, ARIS or comparable process mapping tools
  • Proficient to expert ability to assess process performance by applying six sigma or other statistical analysis tools
  • Proficient to expert with MS Excel to conduct data analysis that yields new process insights
  • Expert with MS PowerPoint to construct and deliver presentations that enable others to grasp and embrace new concepts and outcomes
  • Proficient to expert ability to communicate the business value, program vision and roadmap to stakeholders, Process Owners and others so they understand and adhere to the business strategy
  • Proficient to expert facilitation skills, able to lead and influence cross functional teams
  • Expert ability to identify synergies between areas, finding cross functional opportunities for shared technology requirements and solutions
  • Avid learner comfortable navigating new situations with high degrees of complexity
  • Possesses a basic awareness of technology capabilities

Desired skills and knowledge:

  • Six Sigma Black / Green Belt certification
  • Project Management
  • Product Management
  • Operations Management
  • Financial Services

Enterprise Role Overview:

Accountable for the development, improvement and execution of processes in support of Performance Plan objectives within or across lines of business. Focus is on long-term strategic goals. Ensures full integration of all process and linkage to best practices. Accountable for the achievement of breakthrough productivity, customer satisfaction and continuous process improvements. Works closely with the business executive or deployment champions and MBB. May be Green Belt or Black Belt certified. May be responsible for managing, training and developing associates on the team.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-22040924

Band: H4

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Aaron Pilotte

Referral Bonus:

0