Manager, Process Optimization

Position Summary:

The Manager, Process Optimization, role is responsible for driving measurable, data-driven improvements in operational performance across end-to-end business processes. This role operates at a program level, aligning business objectives with end-to-end value stream performance, and ensuring delivery of measurable outcomes including cost efficiency, service excellence, capacity optimization, and risk reduction.

This role integrates Lean Six Sigma, BPM, advanced analytics, and automation strategies to enable scalable, sustainable performance improvements across the enterprise. This role serves as a strategic advisor and delivers execution to senior leadership, driving alignment across businesses and functional teams.

Essential Duties and Responsibilities:

• Define and govern enterprise performance frameworks with standardized KPIs (i.e. AHT, cycle time, throughput, WIP, capacity utilization), while actively analyzing performance data to identify trends, bottlenecks, and improvement opportunities.
• Own a portfolio of Lean Six Sigma and transformation programs aligned to enterprise priorities, while directly leading and executing high-impact initiatives as needed.
• Establish standards for process architecture, mapping, and future-state design, and facilitate working sessions to document current-state processes and define actionable improvement roadmaps.
• Conduct capacity and demand analysis to identify bottlenecks, imbalance, and utilization risks across operational workflows.
• Lead Lean Six Sigma-based improvement initiatives, including root cause analysis, waste identification, and solution design.
• Quantify operational impacts and benefits, including productivity gains, cost avoidance, service-level improvement, and risk reduction.
• Partner with Process Owners and business leaders to identify, evaluate, and prioritize improvement opportunities based on value, feasibility, and risk.
• Partner with business, technology, and delivery teams to ensure recommended improvements are successfully implemented and deliver measurable operational value
• Validate and communicate post-implementation benefits, ensuring operational improvements achieve intended business outcomes and identifying opportunities for continuous optimization when expected results are not realized.
• Define and deliver executive dashboards and performance reporting, while monitoring results to ensure sustained improvements and accountability.
• Serve as a subject matter expert and provide coaching when needed in continuous improvement, flow optimization, and operational performance management.

Minimum Qualifications:

• Bachelor's degree or equivalent professional experience

Certifications:

• Lean Six Sigma Black Belt preferred
• PMP or equivalent project management experience preferred

Experience:

• 10-15+ years of progressive experience in operational excellence, business transformation, or enterprise process management, with a proven track record leading large-scale, cross-functional programs that deliver measurable financial and operational impact.
• Demonstrated expertise in continuous process improvement methodologies (i.e. Lean Six Sigma) with the ability to apply these principles both strategically and hands-on to drive sustainable improvements across complex, cross-functional operational environments while aligning initiatives to enterprise business objectives.
• Strong analytical capability with hands-on experience analyzing and optimizing key performance metrics, including AHT, queue time, cycle time, throughput, capacity planning, and enterprise operational data to identify systemic bottlenecks, improve end-to-end process flow, and support strategic business decision-making.
• Proven ability to partner and influence executive leadership, business owners, technology teams, and cross-functional stakeholders to align enterprise priorities, drive strategic decision-making, and deliver measurable enterprise-wide transformation outcomes.
• Experience evaluating and prioritizing intelligent automation opportunities, including AI, RPA, APIs, and workflow technologies, based on business value, implementation feasibility, organizational readiness, and long-term sustainability.

Knowledge, Skills, and Abilities:

• Demonstrated leadership of large-scale transformation initiatives, including driving organizational change, building adoption, and embedding a culture of continuous improvement across complex, cross-functional environments.
• Deep knowledge of enterprise workflow and business process management principles, with the ability to apply Lean, Six Sigma, BPM, and Agile methodologies pragmatically to deliver measurable results.
• Financial services operations, including lending, servicing, deposits, and support functions, with an understanding of regulatory and compliance considerations that influence process design.
• Hands-on analytical capability to evaluate and improve process performance, including metrics such as AHT, cycle time, throughput, queue time, WIP, and capacity utilization, and translating findings into actionable improvements.
• Skill in identifying, evaluating, and prioritizing automation opportunities, including AI-enabled solutions, based on value, risk, and operational readiness.
• Advanced analytical and problem-solving skills, including defining performance measures, interpreting complex data, and driving data-informed decision-making and sustained performance management.
• Ability to partner effectively with change, technology, compliance, and learning teams to ensure each initiative has a clear adoption and sustainment plan.
• Ability to lead and execute across multiple priorities simultaneously, maintaining alignment to enterprise strategy while ensuring delivery of high-impact outcomes.
• Ability to operate effectively in a regulated environment and integrate compliance requirements and risk considerations into process design rather than applying them reactively.

Physical Demands and Work Environment:

(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.