Senior Process Manager

Role Overview

• A Sr. Process Manager has a solid background in processing management or operations management, The role will analyse, maps, and optimizes organizational workflows to improve efficiency and productivity for our front-line operation teams.
• Identify bottlenecks, document current/future states using flowcharting tools, and implement improvements.
• Key responsibilities include cross-functional collaboration, performance monitoring, and standardizing operations.
• Design and deploy improvements, such as automation, standard operating procedures (SOPs), or reorganization of tasks.
• Analysing existing business processes to identify inefficiencies or bottlenecks.
• Designing and implementing strategies for process optimisation, cost reduction, and quality enhancement.
• Developing and maintaining process documentation to ensure clear communication of workflows across operational teams.
• Member of cross-functional teams to drive continuous process improvement initiatives and ensuring alignment of processes with business goals.
• Implementing new technologies or tools for agent workflow processing and opportunities to automate and streamline processes.
• Partner with training and support to staff on new processes and best practices.
• Facilitate and deliver process maps and process redesign sessions with relevant stakeholders.
• Assess and manage risks associated with process changes and workflow optimisations.
• Maintain a customer-centric approach while designing processes to enhance internal customer satisfaction.
• Monitor and report on the success of process changes using relevant metrics and data.

Requirements

• A bachelor’s degree in Business Administration, Operations Management, or related field or relevant experience.
• 10+ years of demonstrable experience in process management, operations management, business analysis, or related roles.
• GDS Experience (Sabre Preferred).
• Expertise in project management software (e.g., MS Project, Jira), process mapping tools (e.g., Visio), and data analysis tools.
• Familiarity with process mapping methodologies (e.g., Lean Six Sigma, Kaizen).
• Strong analytical skills with experience in process mapping and process redesign.
• Excellent problem-solving, leadership, and project management skills.
• Proficiency in data analysis and performance measurement tools.
• Experience with change management and driving the adoption of new processes.
• Ability to manage multiple projects and meet deadlines in a dynamic environment.

Benefits

• Company Paid Basic Life & AD&D Insurance
• Company Paid Short-Term Disability
• Voluntary Long-Term Disability Insurance
• Robust Wellness Program with incentives available to save money on your medical insurance premiums.
• Supplemental Life; Accident; Cancer; Critical Illness; Identity Theft Protection and Legal Coverage
• Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan.
• Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan.
• Flexible Spending Accounts
• Dependent Care Savings Account.
• Dental Insurance Plan
• Vision Insurance Plan
• 9 Company Paid Holidays including the day after Thanksgiving.
• Generous paid time off programs for vacation and sick days
• Employee Assistance Plan with access to Talk Space Therapy
• Family Medical Leave
• Paid Parental Leave (4 weeks)
• Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) to provide time for recovery, baby bonding, and enjoying your family time.
• Bereavement Leave
• 401(k) Retirement Plan with a generous match per pay period
• Student Loan Payment Match