Leads analysts to improve customer & associate experiences via process and data initiatives. Partners with leaders to drive a customer-centric mindset, especially in CS&O organizations.
What You'll DoAs a Business Relationship & Improvement Delivery Manager you will:
- Leads the identification, development, and implementation of delivery and improvement initiatives with a focus on customer service and back office operations.
- Prioritizes and coordinates delivery and improvement activities in support of all departments and functional areas impacted by changes in workflows, system enhancements, or other related changes. Evaluates completed projects and deliverables to identify and implement best practices and lessons learned.
- Monitors the status of delivery and improvement projects and facilitates cross-functional teams to ensure deadlines are met and project deliverables result in expected outcomes.
- Collaborates with Director to optimize team effectiveness by promoting team core values and guiding principles as well as leveraging technology and analytics tools.
- Establishes and maintains effective working relationships with project sponsors, project teams, business area process owners, and other key stakeholders. Manages communications with each group appropriately.
- Administers human resource-related activities including timely performance and salary reviews and ensures all subordinates adhere to human resources policies and practices. Selects, develops, motivates, and recognizes staff.
What it Takes - Bachelor's degree or equivalent work experience
- Minimum 5 years of related work experience: Including a variety of project coordination and process improvement initiatives, focusing on change management and the customer experience
- Lean Six Sigma Green Belt preferred
- Effective oral and written communication skills with the ability to communicate appropriately to various types of audiences, including senior management, expertise in process analysis and process optimization with a focus on improving customer experiences
- Associate must have the ability to travel as necessary to satisfactorily complete their job responsibilities as assigned
- Expertise in process analysis and process optimization with a focus on improving customer experiences
What You'll ReceiveAt Sentry, your total rewards go beyond competitive compensation. Below are some benefits and perks that you'll receive.
- Sentry is happy to offer flexibility through a scheduled Hybrid work model. Monday and Friday work from home if you choose to, Tuesday through Thursday you'll work in office.
- As a Sentry associate, you will have an in-office workspace and materials for your home office. In addition to the laptop, you will receive prior to your start, Sentry will provide equipment for your home office.
- Meal Subsidy available for associates who report to an office.
- 401(K) plan with a dollar-for-dollar match on your first eight percent, plus immediate vesting to help strengthen your financial future.
- Continue your education and career development through Sentry University (SentryU) and utilize our Tuition Reimbursement program
- Generous Paid-Time Off plan for you to enjoy time out of the office as well as Volunteer-Time off
- Group Medical, Dental, Vision, Life insurance, Parental leave, and our Health and Wellness benefits to encourage a healthy lifestyle.
- Well-being and Employee Assistance programs
- Sentry Foundation gift matching program to encourage charitable giving.
Thanks!
Erin Haddaway
