Manager, Process Management, Servicing Back Office Horizontal, Card (Hybrid)

Manager, Process Management, Servicing Back Office Horizontal, Card (Hybrid)

As a Manager of Process Management, you will lead a team of process managers in delivering flawlessly executed processes that improve business efficiency and drive results. You will create and modify processes while collaborating with smart and passionate leaders to influence results that have a direct impact on the company’s bottom line. You will monitor data trends to measure effectiveness and install necessary benchmarks or thresholds to ensure data integrity. You will educate and gain buy-in from key stakeholders concerning the utilization of process to ensure appropriate execution each time. 

The Servicing Back Office (SBO) Horizontal team is composed of talented, motivated individuals who have a passion for process improvement and thrive on the collective success of SBO. From intent to execution, this team directly shapes and evolves servicing back office processes to gain efficiencies while enhancing processes directly impacting the client experience. 

We are seeking dedicated, disciplined, process professionals who excel in a team environment and are experts in process improvement. This individual will have demonstrated that they can improve company processes in the past, resulting in saving time and resources for the company. This individual must be able to effectively communicate and influence partners across the company and across multiple levels of the organization. Strong analytical skills, attention to detail, and the ability to adapt to a dynamic agile environment are essential to succeeding in this role. This individual must display strong leadership skills and be able to drive and motivate a team in delivering flawless execution of process improvement projects. 

The ideal candidate is an experienced leader of processes and associates, and can interpret and effectively communicate trends and recommendations to Senior Leaders. This candidate will strike a balance between strategizing, designing, and creating actionable roadmaps, comfortably navigating through ambiguity, leveraging data, and exercising exceptional critical thinking skills.

Responsibilities: 

• Build and advance the SBO Horizontal agenda by setting the strategic direction and building a roadmap of targeted initiatives that support our mission and mitigating risks

• Lead and develop a team of high-performing associates charged with managing processes and projects from intent to fulfillment with a focus on process management, execution, and improvement.

• Build and maintain strong relationships with key stakeholders to influence decision-making and alignment

• Craft and deliver compelling presentations to senior leaders to guide informed discussions and influence decisions

• Design and implement strategic programs and initiatives that enhance and strengthen our process foundations 

• Collaborate with business leaders, operations, risk managers, product, tech, audit, legal, compliance, and intent to connect dots and amplify outcomes 

• Gather insights from various routines, data sources, and partners to inform strategic priorities 

• Creating and validating processes 

• Designing and producing metrics used to measure efficiency and effectiveness 

• Proactively driving process improvements aligned with desired customer outcomes 

• Analyzing, identifying, and correcting data issues with systems used or owned by a department 

• Providing subject matter expertise on processes when representing the department in projects and other meetings 

• Managing and leading a team of associates 

Location: This role is hybrid, where you will be expected to spend 3 days per week working in office (Richmond, VA or McLean, VA) and the remainder of the week working virtually.

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 2 years of experience in people management

• At least 3 years of experience in process management 

• At least 3 years of experience supporting, partnering and interacting with internal business clients

Preferred Qualifications:

• Bachelor’s Degree or military experience 

• Lean certification or Six Sigma certification  

• At least 5 years of experience in