Senior Business Process Owner – Bank

Role Overview

• plan, direct, and coordinate activities for complex processes, including problem definition, evaluation of requirements, design, testing, and implementation of business processes.
• Understand the process operating objectives, business rules, performance requirements, risks, and controls and interactions between dependent processes to minimize failures, eliminate redundancies, and control process performance necessary to achieve efficient, effective design and execution of the process.
• Support alignment of process to overall experience strategy and vision.
• Develops and implements strategic customer specific business process program plans that align with enterprise strategy and influence appropriate roadmap(s).
• Applies expert knowledge of the business and leads the alignment and development of business deliverable processes and capabilities to materially change and improve business performance.
• Serves as functional expert bringing diverse perspective to leverage multiple ways of thinking while developing end-user focused process solution.
• Manages the performance of processes by developing control limits, monitoring key performance indicators and informing stakeholders of any deficiencies, improvements, operational risks issues, etc. and drives collaborative efforts to ensure process delivers against requirements.
• Identifies, owns, executes, enhances, and aligns controls to mitigate operational and compliance risks as it pertains to owned processes as it pertains to owned processes.
• Develops communication plans for customers and internal stakeholders.
• Ensures alignment between internal stakeholders and customers across all business process projects and services using proactive communication and engagement strategies.
• Utilizes reporting, data, and analytics to measure process and project performance, deliver process operational efficiencies, and inform key stakeholders.
• Stays current with emerging technologies and evaluates business processes to lead continuous process improvement efforts.
• Lead solution development including business case / benefits substantiation and drive business requirements for process improvement initiatives.
• Provides mentorship and guidance support for team and applicable business partners.
• Actively provides relevant business performance intel to progress the planning, research, analysis, development, and implementation of new and modifications to existing applications and processes to provide new or improved capabilities, products, and/or services.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Requirements

• Bachelor's degree; OR 4 years of relevant education and/or experience.
• Extensive Contact Center Expertise: 5+ years proven experience within contact center operations, understanding of customer service dynamics, and ability to drive improvements in contact center environments.
• Strategic Execution & Impact: Drives key business outcomes through advanced expertise, translating complex challenges into actionable plans with a focus on strategic alignment.
• Advanced Problem-Solving & Technical Acumen: Leverages deep domain knowledge to solve intricate problems and provide technical direction, acting as a subject matter expert.
• Cross-Functional Influence in Matrixed Teams: Effectively influences diverse stakeholders and builds consensus across departments and reporting lines within matrixed structures to achieve shared objectives.
• US military experience gained through military service or gained as a military spouse / domestic partner (Optional)

Benefits

• comprehensive medical, dental and vision plans
• 401(k)
• pension
• life insurance
• parental benefits
• adoption assistance
• paid time off program with paid holidays plus 16 paid volunteer hours
• various wellness programs
• career path planning and continuing education