Business Process Manager II

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology, education services, and learning management solutions to education and faith-based organizations, serving more than 1,300 higher education institutions, 11,500 K-12 schools, 3,500 churches, and millions of individual students, families, and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships, while our focus on creativity and innovative solutions empowers our customer communities to thrive.

 

As a Nelnet company, the perks at NBS go beyond our benefits package. You’re part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.

The Business Process Manager is responsible for analyzing, designing, implementing, optimizing, and updating business processes that drive efficiency and effectiveness for a portfolio of projects within FACTS Operations. This includes establishing timelines, due dates, tracking progress, and resolving issues that arise. This position analyzes new and existing business processes, identifying areas for improvement, conducts cost-benefit analysis, and designs and implements new processes that help to increase efficiency, reduce costs, and improve overall business performance.

JOB RESPONSIBILITIES:

• Lead a team of Operations Analysts, fostering a collaborative and high-performance work environment.

• Identify opportunities to improve operational processes and procedures through the adoption of artificial intelligence, analysis of data, and feedback from Operations teams, customers, and other FACTS teams.

• Develop and implement process improvements, including coordination of documentation, training, and communication plans to prepare associates.

• Monitor and measure the effectiveness of process improvements and adjust as needed to ensure ongoing success.

• Manage the portfolio of projects related to new business and process improvement initiatives, including timelines, budgets, and resource allocation.

• Collaborate with cross-functional teams to drive alignment and ensure consistency in processes and procedures to meet objectives.

• Collaborate with the product team to convey process optimization requirements and understand the impact of the proposed product changes.

• Provide guidance and support to team members to ensure adherence to established processes and procedures.

• Stay informed on the latest advancements in process improvement methodologies, AI trends, and automation technologies to drive continuous improvements.

• Grow, coach, and continually develop team members to meet the requirements of a strong culture.

• Align strategic plans with FACTS’ overall strategic goals and promote the company mission and vision while adhering to our core values.

• Provide training and support within Operations on relevant processes, promoting the adoption of best practices.

EDUCATION:

Bachelor’s degree in business, business management, or a related field (equivalent experience may substitute).

EXPERIENCE:

• 3-5 years of leadership, project management, business process analysis, process improvement, customer service, or related experience.

• PMP, Six Sigma Black Belt or other relevant certifications preferred.

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

• Deep understanding of, and proficiency in, process improvement methodologies.

• Continuous improvement mindset with the ability to identify problems, determine possible solutions, and actively work to resolve issues by focusing on listening and understanding.

• Possess Strong leadership skills to effectively manage teams and drive change within the organization.

• Strong interpersonal skills to collaborate, motivate, and work effectively with all members of the organization.

• Excellent organization and prioritization skills, with attention to detail.

• Strong verbal communication skills to effectively communicate changes, foster adoption, and provide updates to stakeholders.

• Excellent coaching and development skills to assist team members in building their skills and abilities.

• Ability to model professional and proactive behavior to lead by example and set standards for behavior within the team. 

• Customer focused with drive to improve processes to enhance customer satisfaction.  

• Technically proficient with