Process Improvement & Governance Manager

The Process Improvement and Governance Manager is responsible for driving sustainable, repeatable, and quantifiable business process improvements. This involves collecting and analyzing process data to measure the effectiveness of current business processes. This role oversees compliance governance and related initiatives, managing individual project deadlines and deliverables, while also supporting broader compliance efforts.

What you’ll do:

• Responsible for implementing and managing moderately complex process and customer experience improvement solutions in partnership with internal project teams and other stakeholders/partners
• Develop and execute continuous improvement plans in order to support functional and departmental strategies.
• Assist in the review of policies and procedures and present solutions that have the greatest impact on revenue and client satisfaction.
• Lead change management efforts by partnering with internal quality, training, and operational excellence teams
• Collaborate with supervisors, leads, agents to understand knowledge or process gaps and partner with internal teams to develop solutions for those opportunities. Liaison with reporting/analytics team to enable necessary data visibility for ongoing projects/improvement efforts
  
  

What experience you need :

• Bachelor's degree (B.A. or B.S.) and/or 5 years related experience or equivalent combination of education and experience.
• Proficient computer skills particularly the Google Suite or MS Office suite
• Third Party / Vendor management operations experience strongly preferred
• Technical requirements preferred: Workforce planning, CRM platform (Salesforce), Telephony (Genesys/InContact)
  
  

What could set you apart:

• The ability to handle multiple projects concurrently in a function that is fast-paced, demanding and a high-growth environment.
• Demonstrate strong project management and planning skills in order to successfully manage project deliverables, stakeholders, and team moral simultaneously
• Timely and efficient in achieving deadlines.
• Creative problem solving and analytical skills.
• Ability to comprehend and utilize new technologies quickly.
• Excellent communication skills (verbal, written, and presentation)
• The ability to work effectively and cooperatively with customers, internal partners, vendors, and senior leaders