Responsibilities

JOB SUMMARY

Reporting into the Head of Client Delivery & Implementations, the UB Services Operations Managers will drive initiatives from design to operationalization. This position is an individual contributor that is a self-starter with solid influencing and facilitation skills who will quickly develop relationships across the organization while building a collaborative work environment. Key to success is the ability to understand the business, our vision and shaping the future through the assigned transformational initiatives.

ESSENTIAL DUTIES ANDRESPONSIBILITIES

To perform this job successfully, an individual must be able to perform the essential duties and responsibilities as indicated below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Lead and manage process improvement initiatives that positively impact key operational metrics such as cost, quality, speed/productivity, risk and compliance, process maturity and customer experience that involve numerous stakeholders and multiple lines of business. Interact both vertically and horizontally across the business to cover local employees as well as senior leadership members.
• Establish and operationalize appropriate process methodologies, standards, metrics, framework/operating models and tools.
• Improve the speed and quality of processes.
• Constant pursuit of best practices to evolve and scale global processes across the organization. Communicate with the Management Team on the status of improvement projects and the required

• infrastructure and support needed for successful deployment and implementation.
• Use effective change management and influence strategies to develop mutually beneficial partnerships, both inside and outside the organization.
• Train, mentor and coach FINASTRA employees in the area of Process Engineering and related subjects.

• Promote a culture of continuous improvement.
• Be actively involved in other projects as assigned by Head of Client Delivery & Implementations.

• Continuous improvement (process re-engineering, LEAN, Six-Sigma), project management and change management skillset.
• Ability to work collaboratively with cross-functional teams, customers and external alliances.
• Excellent written and verbal skills with proven ability to effectively present to all levels.
• Proven capacity to understand, analyze, model and effectively communicate information.
• Self-reliant, good problem solver.
• Excellent analytical, research and presentation skills.
• Candidate must be results oriented, customer centric, assertive and influential with exceptional people skills.

• Problem Solving and Judgment: Uses sound judgment and flexibility when recommending appropriate options and solutions; taking a broad scale, long-term view, assessing options and implications; committed to a course of action to accomplish a long-range goal or vision; guides others toward making effective decisions.

• Results Orientation: Maintaining operational effectiveness in an environment that contains ambiguity and uncertainty; develops plans and strategies that are ambitious but realistic; and achieves results through others in a positive fashion that balances the interest of the company.
• Interpersonal Relationships: Possesses tremendous honesty and integrity; displays strong sense of character and humility; engages in creative approaches to managing team dynamics; values others, focusing on individual uniqueness and preserving an individual's dignity.
• Teamwork: Believing in, supporting and championing project team members, focuses on creating an environment that strives to meet the "voice of the team" through the ability to empathize, understand, build rapport, show concern, encourage, engage and connecting with team members; uses sound ethical practices in carrying out operational duties.
• Leadership/motivational: maintains a sense of the big picture and the ability to communicate and mobilize people around a shared vision; engages in a leadership style that is appropriate to the project, person, task and situation; involving others.
• Analysis: Makes credible recommendation based on reports and statistics, and ensures that decisions are implemented; reviews decisions in light of changed circumstances.
• Project Management: Establishes priorities, tasks and work schedules in advance, maximizes the use of available resources; describes milestones in terms of what is achieved and delivered; allocates decision making authority and task responsibilities to appropriate team members; monitors the progress of plans and ensures that action is taken to resolve delays; anticipates and promptly raises operational or resource issues.
• Change Management: Maintains a sense of pace and urgency in self so that change initiatives do not stagnate. Resilience/assertiveness: Effectively deals with work related problems, pressure and stress in a
• professional and positive manner; recovers quickly when faced with obstacles or setbacks.
• Communication: Possesses the ability to listen, read body language, ask questions, provide feedback and generate two-way communication to build trust; engage in a variety of communication styles in order to articulate goals and objectives; providing timely and relevant information that allows team members to fully participate; effectively deliver information to an audience in a formal setting.
• Flexibility: To deliver services effectively, a degree of flexibility is required. The successful candidate may be required to perform work not specifically referred to above.

• 10+ years of related experience in Process Engineering.
• Experience with People Change Management and Business Process Management.
• MS office, statistical and process modelling software competency.
• Customer Experience Service Design experience.

• Bachelor's degree in Engineering, Business, Science or related area
• Experience (certification) in the application of Lean and Six Sigma methodologies