Overview

Summary of Responsibilities:

Key responsibilities in this role include performing root cause analysis on customer data and working with multiple business areas to identify opportunities for more effective, efficient and customer focused business practices. This position has the responsibility to successfully implement six sigma process improvement methodologies and recommend high quality workable solutions to business leaders. Essential Functions:

  • Reviews and analyzes customer data to identify opportunities for improvements in business processes
  • Partners with department managers to develop project plans with the goal of driving an improvement in customer metrics
  • Facilitates process mapping sessions and focus groups to gain an understanding of business processes and underlying problem areas
  • •Influences audience to consider difficult issues that are in the client’s best long term interests

•Examines and analyzes the fairness and straight forward nature of current business processes and practices impacting our customers

•Uses clear and understandable communication to report on findings

•Suggests amendments to current practices in an effort to build greater compliance and consistency. Demonstrates a keen awareness of every customer touch point within the enterprise

•Acts as a seasoned adviser, providing independent opinion on complex client problems and novel initiatives, and assisting with decision-making

•Coordinates with other first, second and third lines of review and resolution

•Responsible for production of ad-hoc analysis and performs analysis of the underlying data and highlights trends, issues and findings.

•Performs comprehensive analysis of complex issues and organizational needs to identify areas of improvement and program efficiencies. 

Other Functions:

•Special projects as requested.

•Performs other duties as assigned.

Requirements:

•Bachelor’s degree in a related field, or equivalent combination of education and experience, required.

•Five (5) – Seven (7) years of progressively responsible experience in Process Improvement work and  Project Management experience is required.

  • Strong analytical skills with a record of developing and evaluating complex data sets

•Strong working knowledge of MS Office Suite including MS Project, Excel and Power Point..

•Ability to create Executive Level Presentations for Topic Discussions.

•Analytical, technical and problem solving skills, with strong attention to detail. Strong written and verbal presentation skills and ability to communicate well with senior management with minimal guidance.

•Strong collaboration, and time management skills.

•Ability to adapt to various work environments and project schedules.

•Ability to work effectively in a team environment with all levels of personnel.

•Strategic and tactical thinker with ability to multitask and prioritize.

Preferences:

•Prior experience in a similar role preferred.

  • Lean Six Sigma Certification
  • Prior experience in the auto finance or financial services industry
  • Prior experience in a complaints and/or customer experience department

•Prior experience in Risk Management or Compliance

•Master’s degree in a related field, or equivalent combination of education.

Working Conditions:

The working conditions described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

•Extended working hours may be required as dictated by management and business needs.

•Travel to multiple facilities may be required.

•May be required to lift, push, or pull materials weighing up to twenty (20) pounds.

•May be required to sit and review information on a computer screen for long periods of time.

•May require repetitive motions of the hands and wrist related to writing and typing at an electronic keyboard.

•May be required to sit and review information on a computer screen for long periods of time.

•May require repetitive motions of the hands and wrist related to writing and typing at an electronic keyboard.

Employer’s Rights:

This job description does not list all the duties of the job.  You may be asked by your supervisors or managers to perform other duties.  You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time.  This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.