Job Title: Process Improvement Architect
Job ID: 392152
Location: Glen Allen, VA
Full/Part Time: Full-Time
Regular/Temporary: Regular Return to Previous Page Responsibilities The Process Improvement Architect for our Debt Management, Mortgage and Fraud Operations’ (DMMFO) Program Management Office (PMO) is responsible for defining a cross-functional project and delivering concurrent projects from start to finish. They must have the ability to mentor colleagues in process improvement techniques, Lean Six Sigma projects and teach LSS DMAIC modules when needed.The individual will:
Build and maintain relationships with business and operations managers.
Define problem / opportunity statements and supporting baseline metrics.
Perform voice of the customer (VOC) activities to validate problem / opportunity, competitive position and requirements.
Establish corrective action and root cause options.
Deliver recommendations, and implement approved actions and supporting control plans.
They work within a change practice team to make recommendations and review the quality of overall business analysis process improvement work products. Deliverables: Process Improvement Analysis
Build and maintain relationships with business and operations managers. Supports workout sessions to identify process improvements and identified baseline metrics. Perform voice of the customer (VOC) activities to validate problem / opportunity, competitive position and requirements.
Able to identify the enterprise view of process improvement requirements on cross-functional environments to ensure solutions are aligned to the business objectives and needs.
Improve the quality of process outputs by identifying and removing the causes of defects (errors) and minimizing variability in business processes. Each project follows a defined sequence of steps and has quantified financial targets (cost reduction or profit increase) identified as part of the analysis.
Develop process maps, key processing information needs, supporting metrics and complete capability analysis to quantify operational gaps. Large Project Management
Lead business improvement projects, which deliver sustainable results and reliable measurements through the effective engagement of the customer and stakeholders involved.
Lead large process improvement projects or several smaller projects. Manage a process improvement team, including performance management, comp / rating recommendations and overall responsibility for work product quality and schedule.
Plan, organize, control and deliver multiple feasibility studies and process improvement efforts.
Build and maintain relationships with business and operations managers. Mentoring
Mentor colleagues in the practices of prepare, analyze and act on relevant project information to ensure that each practice member meets agreed service levels and objectives. Coach and develop practice members. Review and follow-up with each individual’s performance coach to ensure practice member meets their specific objectives and that they have the right knowledge, skills and behaviors to succeed.
Provide constructive and timely feedback, and coaching / mentoring to service area members and external management. Stakeholder Management
Take an active roll in developing and maintaining effective working relationships with key stakeholders across Divisions, Business Services, and GTS Delivery Services to enhance the working relationship and ensure effective cross operational support for the Process Design Services and Practice Management. Customer Service
Champion strong customer service attitudes and values. Responsible for assessing customer needs to help shape future competencies and service design requirements. Utilize performance metrics and standards to drive quality output. Recruitment and On-Boarding
Supports the Manager of Process Improvement Design Services by identifying resource needs, conducts interviews and participates in new hire orientation process. Qualifications
Bachelor Degree preferred
Qualitative and quantitative analysis
6-10 years - Experience with Six Sigma tools and models including Lean Six Sigma or other process measurement tools and models.
7-12 years - Experience with process improvement concepts, techniques and models.
9-12 years – Project management in business systems or technology implementations. Functional leader of a team engaged in operations, project management or continuous improvement.
4-6 years – Experience within the financial service industry or related industry, function include but are not limited to customer service, call center, transaction processing, research and / or adjustments. Lean Six Sigma DMAIC and DFSS
SIPOC Diagrams and Process Maps
Measurement Plan/Operational Definitions
Cause & Effect Diagrams
Decision Criteria Matrix
Pilot, Test, and Implementation Plan
Control Plan, Visual Controls
Quality Function Deployment (QFD)
Value Stream Maps
Measurement Systems Analysis (MSA)
Process Capability, Cp/Cpk
Failure Modes and Effects Analysis (FMEA)
Hypothesis, Correlation, and Regression
Pull System (Kaban)
Statistical Process Control Charts (SPCs) Project Management Competencies / Skills:
Financial analysis capability
Leadership and team building
Influencing and delegating
Communicate across all levels
Ability to review deliverables Contribution to Practice Management and Citizens:
Actively engage in Practice Management activities
Present at related meetings such as Town Halls, All Hands, BA COE, when asked
Assists in recruiting efforts by identify process improvement roles job requirements, interviewing and hiring
Openly champions the work of Practice Management and Process Improvement Design Services Contribution to Colleagues:
Provide meaningful guidance to Process Improvement Design Services colleagues to promote career development
Assists with setting clear, productive, quantifiable goals for Process Improvement Design Services colleagues as part of the process
Support the on-boarding process of Process Improvement Design Services colleagues
Effectively motivates and guides Process Improvement Design Services colleagues to improve performance
Effectively provide coaching to Process Improvement Design Services colleagues when needed Communication:
Excellent communications skills
Professional presentation of self and information to ensure understand of content Hours and Work Schedule Hours per Week: 40
Work Schedule: Monday-Friday 8:00AM-5:00PM Equal Employment Opportunity It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state and/or local laws.
Citizens Financial Group
- 2 years ago - save job
RBS Citizens Financial Group, Inc. is a $122 billion commercial bank holding company. It is headquartered in Providence, R.I., and through...