Description

This role is responsible for partnering with internal stakeholders to drive Ops Enablement initiatives to enable improvement outcomes such as customer experience improvement, process efficiency and effectiveness improvement, process design for technology upgrades, migrations etc and execute accountholder communication requirements as planned. This position provides expertise in the preparation, analysis, design, assessment and implementation of process designs and improvements along with execution of accountholder communication deliverables. A key purpose of this role is to assess and evaluate current state processes and support implementation of more streamlined, automated, and standardized alternatives.

• Partner with internal stakeholders across the firm to conduct process studies, including but not limited to process mapping, process documentation (eg. SOPs, manuals) metrics assessment and analytics, conducting process health assessments identifying business process improvement opportunities. Lead the analysis of key risk areas in current and proposed Operations processes
• Lead and/or design process improvements as part of process control activities and translate them into improvement initiatives and actions
• Assess and define change impact (people, process, and technology) related to proposed Operations changes
• Execute required Accountholder Communications tasks and initiatives as laid out by the Ops Enablement team
• Assist with change management efforts throughout the firm including
• Create a strategy to support adoption of the required changes
• Assess change readiness and identifying key stakeholders
• Support the design, development, and delivery of digital and print communication

• Provide subject matter proficiency in specific functional area(s) to the Ops Enablement team and associated partners both internal and external

• Gather a cross-functional perspective; initiate and lead information/ data gathering with appropriate level of collaboration
• Leverage objective, data-driven tools and methods in related Ops Enablement initiatives
• Implement Ops Enablement-PCR initiatives to improve process capabilities and control.
• Participate in operational forums with stakeholders.
• Prepare related reports around Ops Enablement initiatives
• Use data analysis and metrics to assess process capabilities and determine process gaps for improvement
• Conduct on-going analysis and monitoring of processes to ensure that desired outcomes are produced

• Other duties as assigned

Typical schedule for this position is 8 a.m. CT to 5 p.m. CT. 10% to 15% travel.