Work From Home - Principal Associate, Process Management, Card Customer Channels

Work From Home - Principal Associate, Process Management, Card Customer Channels

Process Managers thrive in understanding how things work – that means mapping out business processes, understanding and mitigating business risks and ensuring we have the right controls in place – and then making them better.  As a Principal Associate, Process Management, you will be part of a smart, talented team responsible for creating and enhancing processes that deliver excellence to your customer each time. The Process Manager will play a key role in delivering processes that impact the company’s bottom line. In this position you will contribute immediately while strengthening your process management best practices. 

We are seeking a highly motivated, disciplined process professional who excels in a team environment. This person will have excellent communication skills, attention to detail, and can adapt to change quickly. The ability to influence up is key to success in this position. This is an excellent opportunity to continue your career in the field of Process Management. 

The successful candidate will excel in a team environment, have a continuous improvement mindset, and adapt quickly to change.  Additionally, excellent organization, influence, communication, and problem solving skills will be critical to success in the role.  

General Responsibilities

• Ensure efficient processes for collaboration between product and operations teams throughout the product development life cycle

• Influence feature designs by being the voice of call center agents to ensure feature designs are developed working backward from phone agent and customer needs

• Play a key role in implementing new features in our call center servicing application by ensuring good change management and a “soft landing” for changes

• Make recommendations on the process and oversee implementation of call center agent testing of new features 

• Report results on implementation effectiveness/ progress and agent feedback on new features

• Identify and implement process improvements driving issue resolution/risk mitigation activities 

• Tracking and resolving process breakdowns 

• Understanding customers’ needs of the process and driving process improvements 

• Acting as a subject matter expert to effectively partner with project customers to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions 

• Assess unsolicited innovation ideas and partner with internal stakeholders to prioritize further investigation, testing, or implementation

• Effectively explain and advocate for enhancements with an audience of product, intent or process partners and other stakeholders

• Leverage insights and other data to identify potential areas of opportunity that could be solved or improved through innovative thinking or tools

• Build relationships and collaborate with key stakeholders to understand and influence visions and roadmaps, understand processes, and drive results

An Ideal Candidate Will Possess

• Excellent communication, collaboration, and influencing skills

• Strong problem-solving skills, with ability to develop and apply sound logic

• Assertive, proactive, and results-focused

• Detail-oriented with the ability to deliver timely, error-free work, with a high degree of independence

• Ability to contribute actively in a team environment and support team goals 

• Considerate and encouraging of unique perspectives and approaches to work

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that is not supplied via cellular data or hotspot is required

  • A private network that is password protected where you have ownership or line of site sight to every device on the network

  • Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)

  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions

  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred