Process Manager

Responsibilities

• Lead a team responsible for monitoring and analyzing details pertaining to dispute cases and dispute volumes generated by network participants
• Holistically analyze all dispute arbitration cases within established service levels
• Apply final decisions in accordance with published Dispute Rules and Operating Rules and Procedures
• Manage and mentor a team of senior associates, fostering a culture of operational excellence and continuous improvement
• Partner with cross-functional teams to support dispute resolution and reconciliation
• Develop and enforce departmental procedures and internal controls to ensure strict adherence to governance models
• Champion process improvements that reduce manual work and reduce complexity

• Bachelor’s Degree in Business Administration, Accounting, Management, Human Resources or Economics
• At least 2 years of experience in Process management
• At least 2 years of experience in Project management
• At least 2 years of experience in People management
• At least 2 years of experience in Relationship management
• Master’s Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science or Information Systems (Preferred)
• Lean certification or Six Sigma certification (Preferred)
• At least 5 years of experience in Process management (Preferred)
• At least 5 years of experience in Project management (Preferred)
• At least 6 years of experience in People management (Preferred)
• At least 5 years of experience in Complex problem solving (Preferred)
• At least 5 years of experience in Relationship management (Preferred)

• process management
• project management
• people management
• relationship management
• complex problem solving

• leadership
• mentoring
• operational excellence
• continuous improvement
• cross-functional collaboration

• Lean certification
• Six Sigma certification