Sr Manager, Business Process Optimization

Who You AreThe Sr. Manager of Business Process Optimization is a driven and strategically focused individual responsible for Process Engineering and Technical writing across BHG’s consumer and commercial loan origination functions, otherwise known as the “One Lending” teams, as part of the Business Transformation Office. This position leads a dynamic team that sits at the intersection of strategy and delivery, responsible for facilitating operational assessment and target state process design for new initiatives, as well as supporting delivery of new initiatives and alignment to teammate learning resources and operating procedures.
This individual is directly responsible for owning and maintaining an inventory of all One Lending business processes, including current state process and future state processes. This individual will provide strategic recommendations for new initiatives that impact the One Lending origination teams and underlying business processes, finding opportunities to streamline and improve business processes and ensuring that changes drive meaningful impact to business KPIs and borrower experience. 
In addition, this person is responsible for owning and maintaining all standard operating procedures across the One Lending organization, ensuring that documentation aligns with the “should be” process. This leader will balance both strategy and execution by ensuring that new process and technology deployments align with the agreed-upon business process and that standard operating procedures provide teammates with the right guidance to execute on a new process change.
You are a motivated professional who is passionate about transforming ways of working across an organization. You succeed in an environment of ambiguity and are motivated to implement a new function and team focused on operational efficiency, scalability, and sustainable growth across the BHG lending organization. You have proven experience with leading teams specific to process engineering and technical writing and are a subject matter expert for process engineering best practices and standardization. You thrive in a fast-paced environment where you can help Business Leadership deliver key initiatives and roadmaps in a timely manner, with the goal of driving measurable impact to BHG’s key success metrics.

What You’ll Do

• In this role, you will be part of the BHG Transformation Office and will be expected to provide support at each point in the transformation lifecycle. You will leverage your experience in lending operating model design and implementation to find opportunities to improve the origination process, assess new initiatives and impact on the business process, define key dependencies, and support business case evaluation. You will coordinate closely with the Change Management team and other enabling partners such as program management, product and technology, revenue operations, L&D, and others to successfully deliver target state processes.
• Assess and provide business process recommendations on new initiatives recommended by business leadership to ensure alignment with the strategic vision and goals of BHG operational leadership
• Collaborate with Global Business Analytics to measure the success of new initiatives, through conducting impact analysis, gathering and analyzing operational information around the adoption of a new change, ensuring changes align to a well-developed business case, and assessing the impact of a new way of working
• Identify opportunities to improve operational efficiency, scalability, and teammate proficiency and adoption of a new process by synthesizing findings and providing recommendations to leadership
• Lead and manage a team of Process Engineers who will own and manage all current and target state business processes across the One Lending organization, by providing Process Engineering subject matter expertise, execution plans, and guidance
• Facilitate ongoing process improvement sessions to shadow teammates on the ground and accurately capture current state business process, identify and document key pain points, bottlenecks, and opportunities for improvement
• Facilitate target state business process design sessions across the business and in partnership with the business, product, and other stakeholders to design target state business processes and inform implementation teams
• Right size process steps to include level of effort and time allocated to inform key metrics and Global Business Analytics team
• Lead and manage a team of technical writers who will own standard operating procedures across the one lending organization by providing Technical Writing subject matter expertise and guidance, ensuring that standard operating procedures match design specifications and are impactful for our end users
• Centralize all existing operating procedures across the One Lending organization and stand