Senior Associate Process Manager – Customer Protection

• Develop and maintain formal process documents (e.g. maps, and diagrams), and document processes and projects (creating project reports, presentations, business cases, and diagrams) as needed
• Responsible for data quality and Performance metric reporting (ex: Tableau reporting)
• Lead coordination of initiatives to ensure timeliness and completion (examples: Yearly Audit with Ops, Consolidation efforts, etc)
• Proactively suggest procedure & process improvements and lead 'rebuild' efforts when needed
• Translate AI-driven insights into actionable business outcomes for leadership
• Identify risk triggers and trends across value streams in broader forums
• Perform annual review of written documentation in Shared Drive (maintain version & verification dates)
• Supports pod ceremonies, planning and documentation
• Relationship management - coordinates, influences and escalated impediments as needed on behalf of department to create transparency and LOB and dept needs are met
• Ensure completion of second approvals in system of record
• Resolve complex problems, where expertise is required to interpret against policies, guidelines or processes; accelerate breakdowns in the process by asking the right questions and identify/ involve the right stakeholders to correct breakdowns
• Participate in cross-functional project teams, including projects driven by other parts of the organization, to provide input, liaise with training, and partner with groups on execution efforts
• Utilize a wide range of tools to deliver process improvements such as variation reduction, waste elimination, or risk mitigation
• Sustain a Well-Managed/process-driven environment
• Provides oversight of process improvement work and collaborating with cross functional teams on larger initiatives
• Collect, analyze, and measure data to proactively identify trends and gaps to provide the business with actionable insights and recommendations
• Understand customers’ needs of the process and driving end to end customer process improvements
• Identify and implement process improvements driving issue resolution/risk mitigation activities
• Evaluate where agentic workflows can replace or augment manual steps in a business process
• Utilize generative AI to accelerate process documentation (maps/FMEAs), synthesize large data sets for root cause analysis, identify hidden inefficiencies, and create standardized analysis assets (e.g., Gems)
• Develop a working knowledge of in-scope processes to partner with others in the pursuit of process improvement
• Provide clear and timely communications, updates, and escalations to stakeholders
• Proactively manage through identification and resolution of risks across the value stream to maintain Well-Managed processes
• Document processes (utilizing Business Process Management artifacts - e.g. maps, and diagrams) and projects (creating project reports, presentations, business cases, and diagrams)

• High School Diploma, GED, or Equivalent Certification
• At least 1 year of Project or Process Management Experience
• At least 1 year of experience using Google Suite or Microsoft Office
• At least 2 years of Project or Process Management Experience (Preferred)
• BPM, Lean, or Six Sigma Certification (Preferred)
• At least 1 year of experience applying AI prompting for process management efficiency (Preferred)
• At least 1 year of Customer Service experience (Preferred)
• At least 1 year of Fraud experience (Preferred)
• At least 1 year of experience using Jira (Preferred)

Demonstrates expertise in Process Management and Improvement, utilizing tools like Tableau and Jira to analyze data and drive actionable insights. Proficient in developing formal documentation and managing cross-functional initiatives to enhance operational efficiency.

• Process Management
• Data Analysis
• Project Coordination
• BPM Certification
• AI Prompting for Efficiency

• Process Documentation
• Data Quality Reporting
• Performance Metric Reporting
• Project Management
• Risk Mitigation
• Process Improvement
• Root Cause Analysis
• Customer Process Improvement
• Variation Reduction
• Waste Elimination

• Relationship Management
• Clear Communication
• Problem Solving
• Collaboration
• Influencing

• BPM Certification
• Lean Certification
• Six Sigma Certification

• Process Improvement
• Project Management
• Customer Service
• Fraud Experience
• Audit Coordination

• Tableau
• Google Suite
• Microsoft Office
• Jira
• Generative AI