The main role of a Senior Process Manager is to evaluate and make improvements to business processes. The job description entails checking the efficiency of business operations, creating and implementing changes or improvements; generating documentation of existing processes and improvements, forecasting expected results of process changes, and making adjustments to the workflow. Other crucial duties are listed on the Senior Process Manager Resume as – evaluating existing business processes, creating documentation outlining process improvements, managing improvement teams, and implementation processes; conducting ongoing analyses; and updating department procedures and policies.
Employers seek applicants with the following skills and abilities – knowledge of diverse business processes in a wide range of industries, the ability to interact with management and employ leadership while dealing with employees, familiarity with all phases of project management, and creativity. Many employers necessitate a bachelor’s degree from applicants.
Headline : A detailed process leader with experience in coordinating and managing customer acquisitions and customer management campaigns at a Fortune 500 financial services institution. Demonstrated ability to process data accurately and efficiently for large scale projects and direct mail solicitations with a proven ability to manage internal and external resources.
Skills : Version One, Microsoft Office.
Description :
Managed the delivery and processing of monthly prospect data for Small Business Acquisitions for use in direct mail solicitations.
Created daily campaign production calendars that enabled business units to monitor and stabilize capacity levels.
Indentified a process improvement that resulted in a 50% reduction in cycle time for secured file transfers between third party vendors.
Compiled data for monthly metric report and provided trend analysis to the Senior Leadership Team which initiated revisions in multiple Service Level Agreements.
Collaborated across multiple business units to develop over 30 specialized campaign schedules.
Successfully managed the monthly database refresh processes for Small Business acquisitions and achieved 100% on time approvals.
Coordinated the creation and timely submission of approximately 10 unique marketing files used within the direct mail process.
Experience
5-7 Years
Level
Executive
Education
Bachelor Of Science
Senior Process Manager Resume
Headline : An ambitious professional with extensive experience in driving revenue by applying both strategic and tactical methods. Strengths include planning, forecasting, execution, building relationships, and driving results. A creative troubleshooter who can simplify complex processes, set clear objectives, match client needs with product capabilities, and deliver under demanding deadlines.
Skills : LEAN/Green Six Sigma, AGILE/Scrum, Call Center Management.
Description :
Responsible for managing credit bureau reporting and providing FCRA guidance within the Metro2 and Consumer Data Industry Association guidelines.
Lead and SME on projects and events to mitigate risk to credit bureau reporting.
Responsible for business requirements, technical and functional approval, validation testing and providing 'Go/No Go' project approvals.
Business lead on primary and secondary risk events.
Managed analysis and workflow from identification through containment, remediation and driving process improvement.
Provide credit bureau impact and regulatory guidance to Executive Resolutions and in response to customer complaints and disputes.
Implemented controlled monitoring plan.
Experience
5-7 Years
Level
Executive
Education
BA In Psychology
Senior Process Manager Resume
Headline : Highly motivated and inspirational leader with years of experience in both People and Process Management with a strong passion to build high performing cross functional teams and ensure processes are appropriately documented. Built a reputation applying Lean to remove waste which creates efficiencies and improve the Customer Experience.
Skills : Microsoft Office, Visio.
Description :
Recruited to turn around struggling team and implement significant process improvements.
Directed 20-person team that provided system access and call routing for all of US card internal and offshore operations (12K associates).
Membered of core team award-winning initiative, redesigning US card solicitation execution process, resulting in 50% faster production, 20% increased capacity, and 25% lower total cost.
Guided award-winning small business solicitation process, reducing cycle time 50% and eliminating late occurrences.
Led process improvement initiative, reducing time for access and phone routing changes from 10 days to 5 days, saving $1.4M annually in lost productivity.
Trained department in A3 lean methodologies and led implementation of lean problem solving, slashing application problems from 9% of applicants to <0.1%.
Facilitated project team to correct internal application processing problems, reducing defects from 27 in 18 months at cost of $500K to 0 defects after 6 months.
Experience
5-7 Years
Level
Executive
Education
MBA
Senior Process Manager Resume
Headline : Senior Process Manager with over 5 years of experience in Marketing and Analytics with exceptional knowledge and skills in various aspects of Marketing and Market Automation. Subject matter expertise in Campaign planning and execution with primary focus on Client Management and qualitative/quantitative analysis. Significant experience working with multiple Campaign Management and analytical tools across various industries and domains.
Skills : SQL, IBM, UNICA, SAS, Digital Marketing, Marketing, Project Management, Process Improvement.
Description :
Established strategic & consultative relationships with clients and maintain strong partnerships.
Led, developed and guided 7 person team of subject matter experts.
Managed onshore and offshore processes & methodologies for multimillion USD account.
Built and audited Unica flowcharts using SQL and Teradata for multichannel campaigns like Email, Direct mail, SMS, Digital banner, coupons etc.
Earned confidence of diverse clients across functions of senior management, analytics, creative, sales, finance, procurement.
Defined, documented and communicated expectations for project team.
Prioritized conflicting deliverables and managing change while fostering effective relationships.
Experience
5-7 Years
Level
Executive
Education
MA
Senior Process Manager Resume
Objective : Proven senior people and process leader with expertise in change management, analysis and presentations. Demonstrated track record includes accuracy improvements and product innovations for financial and healthcare organizations.
Skills : Written And Verbal Communications, Strategic Planning, Business Analytics, Business Analytics, Project Management, Project Management, Process Improvement, Management Of Local And Remote Direct Reports, Coaching And Development.
Description :
Processed improvement for General Assembly jobs.
Efficiency gained to improve SQCT KPIs within General Assembly.
Identified and drove correction action for known issues within General Assembly.
Coordinated new model launches and coordinated changes within General Assembly
Coached and taught process setup leading to process optimization by the Managers, Group Leads, and Team Leads.
Coordinated new employee training.
Managed and led through ambiguity.
Experience
2-5 Years
Level
Executive
Education
Diploma
Senior Process Manager Resume
Objective : Recognized as a high energy performance driven leader with excellent interpersonal skills, optimally utilizing all channels of communication to cultivate and promote positive team momentum, enthusiasm and pride. Proven capacity to prioritize, deliver results and a quality customer experience demonstrating effectiveness and efficiency in a variety of challenging situations.
Skills : Microsoft Office Suites, Training Skills.
Description :
Managed relationship between the business and third party vendors.
Oversaw and established collection goals for 13 South-East attorney firms that are contracted to service pre/post charge off accounts.
Worked closely with representatives to overcome challenges and obstacles.
Quality monitored and scored firm's recorded calls ensuring 100% adherence to regulatory and compliance requirements.
Managed 2 large scale projects with high visibility my senior management, having met all deadlines/requirements.
Directed process team in compliance with mandate for Dismissed with Prejudice project in identifying and making amendments for all accounts affected by ruling.
Participated in quarterly third party vendor performance reviews to ensure quality of data processing and compliance of service level agreements.
Experience
2-5 Years
Level
Executive
Education
MA
Senior Process Manager Resume
Objective : Responsible for Managing credit bureau reporting deliverables during conversions and EMV Chip Card, Facilitating weekly meetings with the business unit and third party vendor that were essential to the monitoring of production processing, issue resolution and process improvements.
Skills : Monitoring Skills, Team Work.
Description :
Improved team capacity by over 30% without increasing head count through process improvements and automation.
Successfully advocated for team's roles and compensation to be updated based on the scope of responsibilities compared to similar groups in the organization.
Improved monthly associate incentive process to reduce the payroll error rate from >5% to <1% for 900+ associates.
Delivery of industry leading customer recognition program across 15,000 associates with cross site and remote partners.
Collaborated on and piloted centralized command desks for greater associate engagement and operational efficiency across several lines of business.
Participated in senior leader-level meetings supporting fact-based decision making and influenced strategic objectives.
Mentored several associates in learning new skills to achieve promotions and stronger project management results.
Experience
2-5 Years
Level
Executive
Education
Masters In Business Administration
Senior Process Manager Resume
Summary : Senior Process Manager position is responsible for managing the quality management process and facility to produce a quality product. This includes managing the quality control, manufacturing, and production processes for a given product line.
Skills : Microsoft Office Products, Microsoft Office Products, People Management, Project Management, Process Improvement, Call Center Management, Staffing, Staff Development, Operations Management.
Description :
Implemented real time monitoring tools and effective scheduling policies to improve productivity by 31%.
Consistently met or exceeded the established departmental goals.
Acted as primary point of contact for anything pertaining to scheduling, call routing changes, contingencies, and compliance review sessions.
Collaborated with SR Leadership to establish new floor supervisor team, staffing liaison position, and development programs.
Created action plans, provided recommendations, and facilitated meetings with department leadership to transition Remediation Spanish queue to external contact center.
Mentored, recruited and oversaw various developmental initiatives: Associate Leadership Committee, Mentor Program, and On Demand Leadership.
Managed all supervisor/manager vacation and schedule change requests to ensure adequate leadership coverage was present.
Experience
10+ Years
Level
Senior
Education
Master Of Arts In Organizational Leadership
Senior Process Manager Resume
Summary : Dedicated Operations Manager with over 20 years of experience in contact center operations. Possesses comprehensive knowledge of project and process management techniques, including the ability to effectively lead teams. Specialize cultivating team members' skills to improve group performance and efficiency.
Skills : Microsoft Office Products, Microsoft Office Products, People Management, Project Management, Process Improvement, Call Center Management, Staffing, Staff Development, Operations Management.
Description :
Consulted on changes to business processes for Indirect Spend Management.
Evaluated and measured operational business processes in order to close gaps and continuously improve programs and services.
Influenced strategic direction and deliverables to establish understanding and acceptance of solutions.
Communicated customers' goals, objective alignments and strategy to cross-functional leaderships and project teams.
Made operational improvements in legal department, providing 30% increased capacity and eliminating need for additional staffing.
Transformed dysfunctional team of 20 system processors, bringing cross-training, process improvement, personal ownership, and respect to team.
Authored governance and process documentation.
Experience
10+ Years
Level
Senior
Education
Master Of Arts In Organizational Leadership
Senior Process Manager Resume
Objective : A project leader with background in planning and executing, facility expansion and upgrades based on organizational growth. Experienced in layout design, developing cost effective floor planning and processing equipment and furniture procurement. Recognized and proven success in establishing successful rollouts by building and maintaining cross functional relationships.
Skills : Microsoft Office, Process Management.
Description :
Selected to lead and train an offshore team collaborating with multiple lines of business and platform partners.
Ensured regulatory compliance using a rigorous enterprise-wide Change Control Review Process.
Promoted to Senior Process Manager with an Exceptional rating due to superior results, effective communication, root cause analysis and delivering creative and effective solutions.
Received Super Customer Award from Service & Asset Configuration Management for process excellence and consistently positive and solution focused response to identified errors.
Increased team morale and motivation by clearly establishing expectations, responsibilities and timelines.
Achieved >30% reduction in time spent on the IT Change Control Process by analyzing workflows, making recommendations to leadership, and implementing improvements.
Self-taught SQL and the new Teradata database platform within nine months that enabled more in-depth analysis and visual presentation of data for executive decision making.
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