The Consumer Operations End to End Process Optimization Manager will be responsible for highly complex, high impact, strategic projects within the line of business. Primary focus is enabling business objectives by enhancing and transforming process efficiency and effectiveness while addressing client and teammate pain points and potential regulatory concerns. This includes the assessment of end to end processes and creation of associated deliverables such as process flows, highlighting risks, controls, service Level Agreements (SLAs), key performance indicators (KPIs), and key risk indicators (KRIs). Outcomes of the assessment include observations for process optimization and recommendations for strategic operating model and future state process design. Serve as subject matter professional relative to end to end process methodology and provide consultative support for end to end reviews conducted across the Consumer segment to ensure consistency. As needed, prepare and deliver informal training on the end to end process methodology to enable more widespread process analysis discipline across the segment.
Job functions include:
Providing leadership for End to End process analysis governance framework, including maintenance of the End to End review playbook and templates and helping to enforce adherence to governance standards across the business segment
Candidate will be responsible for identifying the current state and developing the future state end-to-end process design for the assigned business process areas
Provide strategic consultation for solving complex business problems, breakage points and identified operational gaps defining impact, prioritization, and estimates to remediate, including proposed roadmap
Creation of future state risk/control, KRI, KPI and SLA requirements with support from partners
Responsible to provide mobilization expertise to the Consumer Operations, Operational Risk Management, Compliance, impacted business teammates and other impacted stakeholders.
Document ongoing tracking and completion of activities against end to end processes that are being performed, including executive level read out and summaries
Responsible to build relationships within and across the business line to identify innovative approaches to address execution issues and needed enhancements such as procedures, templates, standards and tools to the Segment and Enterprise teams.
Skills and Experience:
Excellent verbal and written communication skills; especially centered on project mobilization and tracking documentation. Excellent Microsoft Visio skills. Ability to translate requirements into program enhancements. Ability to independently manage multiple priorities. Demonstrated ability to drive results in a matrix organization without direct authority. Ability to influence decisions and behavior with effective communication, persuasion and negotiation skills. Proven ability to collaborate and build strong relationships at all levels of teammates and management. Excellent organization and time management skills. Ability to learn on the fly and stay abreast of rapidly changing requirements from multiple stakeholders.Qualifications
Bachelor’s Degree in a relevant field of work or an equivalent combination of education and work related experience; 5+ years experience with banking operations regulatory, legal, or audit related issues and previous management experience requiring supervision or leadership of others in accomplishing objectives. 10+ years general operations experience in a variety of areas including across business functions demonstrating a track record of an ability to progress. Proven experience in the oversight and execution of large, complex bank operations projects. Knowledge of end to end process design, management and re-engineering. Knowledge of applicable rules and regulations related to banking operations. Policy and procedure expertise.
Master’s degree in business management. Knowledge of existing regulatory guidelines impacting consumer banking operations. Experience implementing a governance program or framework across multiple stakeholder groups. Large scale transformation expertise and process optimization experience such as Six Sigma, LEAN or similar certified. Program Management certification. Demonstrated knowledge of more complex SunTrust systems including DDA, Platform and other STI processing systems, Solid understanding of SunTrust operational policies and procedures.
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