Sr Manager, Business Process Optimization

Who You Are

The Sr. Manager of Business Process Optimization is a driven and strategically focused individual responsible for Process Engineering and Technical writing across BHG’s consumer and commercial loan origination functions, otherwise known as the “One Lending” teams, as part of the Business Transformation Office. This position leads a dynamic team that sits at the intersection of strategy and delivery, responsible for facilitating operational assessment and target state process design for new initiatives, as well as supporting delivery of new initiatives and alignment to teammate learning resources and operating procedures.

This individual is directly responsible for owning and maintaining an inventory of all One Lending business processes, including current state process and future state processes. This individual will provide strategic recommendations for new initiatives that impact the One Lending origination teams and underlying business processes, finding opportunities to streamline and improve business processes and ensuring that changes drive meaningful impact to business KPIs and borrower experience. 

In addition, this person is responsible for owning and maintaining all standard operating procedures across the One Lending organization, ensuring that documentation aligns with the “should be” process. This leader will balance both strategy and execution by ensuring that new process and technology deployments align with the agreed-upon business process and that standard operating procedures provide teammates with the right guidance to execute on a new process change.

You are a motivated professional who is passionate about transforming ways of working across an organization. You succeed in an environment of ambiguity and are motivated to implement a new function and team focused on operational efficiency, scalability, and sustainable growth across the BHG lending organization. You have proven experience with leading teams specific to process engineering and technical writing and are a subject matter expert for process engineering best practices and standardization. You thrive in a fast-paced environment where you can help Business Leadership deliver key initiatives and roadmaps in a timely manner, with the goal of driving measurable impact to BHG’s key success metrics.

• In this role, you will be part of the BHG Transformation Office and will be expected to provide support at each point in the transformation lifecycle. You will leverage your experience in lending operating model design and implementation to find opportunities to improve the origination process, assess new initiatives and impact on the business process, define key dependencies, and support business case evaluation. You will coordinate closely with the Change Management team and other enabling partners such as program management, product and technology, revenue operations, L&D, and others to successfully deliver target state processes.
• Assess and provide business process recommendations on new initiatives recommended by business leadership to ensure alignment with the strategic vision and goals of BHG operational leadership
• Collaborate with Global Business Analytics to measure the success of new initiatives, through conducting impact analysis, gathering and analyzing operational information around the adoption of a new change, ensuring changes align to a well-developed business case, and assessing the impact of a new way of working
• Identify opportunities to improve operational efficiency, scalability, and teammate proficiency and adoption of a new process by synthesizing findings and providing recommendations to leadership
• Lead and manage a team of Process Engineers who will own and manage all current and target state business processes across the One Lending organization, by providing Process Engineering subject matter expertise, execution plans, and guidance
• Facilitate ongoing process improvement sessions to shadow teammates on the ground and accurately capture current state business process, identify and document key pain points, bottlenecks, and opportunities for improvement
• Facilitate target state business process design sessions across the business and in partnership with the business, product, and other stakeholders to design target state business processes and inform implementation teams
• Right size process steps to include level of effort and time allocated to inform key metrics and Global Business Analytics team
• Lead and manage a team of technical writers who will own standard operating procedures across the one lending organization by providing Technical Writing subject matter expertise and guidance, ensuring that standard operating procedures match design specifications and are impactful for our end users
• Centralize all existing operating procedures across the One Lending organization and standardize all material into E2E operating procedures, creating live documents that are to be updated as changes are made across the business
• Identify opportunities to improve standard operating procedures to drive ease of use and teammate adoption across their respective audiences
• Support design of implementation plans of new initiatives ensuring impact to business process is properly vetted, minimizing risks, and ensuring coordination across process engineering, technical writing, and other enabling teams
• Track implementation progress and report back to operational leadership on risks, issues, gaps and opportunities for improvement across the business process
• Partner closely with other enabling functions, including L&D, People Development, and Global Business Analytics to optimize operational synergy

• 5 years + of experience in operating model strategy, design, and implementation within the lending industry
• 2-4 years + of leadership responsibilities, leading a team of multiple individuals through complex and difficult initiatives of varying scope
• Bachelor’s degree in industrial engineering, Business Analytics, Information Systems, Operational Management, or another related field. A Master’s degree in a related field is preferred.
• Proven ability to translate complex business processes and operational requirements into tangible and digestible business process diagrams and operating procedures
• Proficiency in business management, team building, communication, and leadership skills to stand up a newly formed centralized organization within BHG and manage a large team of individual contributors
• In-depth knowledge of models and forecasting and experience leveraging models to inform capacity analysis
• Ability to influence others and achieve common goals in a hybrid work environment
• Excellent communication skills, executive presence, and ability to build strong relationships across both leadership and operational teammates
• Exceptional ability to solve problems, think analytically, and provide solution-focused recommendations
• Great organizational, project, and time management skills, with proven ability to manage multiple projects and responsibilities while managing a team of individuals.
• Excellent verbal and written communication skills, including the ability to explain IT concepts and technologies to business leaders, and business concepts to the Delivery staff.
• Deep understanding of credit models and loan origination best practices and how other enterprises are employing them to drive operational efficiency  
• Deep understanding of current and emerging lending technologies and strategies and how other enterprises are employing them to drive operational efficiency  
• A distinctive blend of business, communication, and coaching skills. (This is a highly visible position with substantial impact.)
• Demonstrated experience in leading diverse teams in a hybrid work environment
• Experience with one or more project management methodologies (Agile, Scrum, Kanban).
• Exceptional leadership skills with the ability to develop and communicate the vision, and inspire and motivate leaders and staff.
• Excellent analytical, strategic conceptual thinking, strategic planning, and execution skills.
• Strong business acumen, including industry, domain-specific knowledge of the enterprise and its business units.
• Demonstrated ability to develop and execute a strategic transformational initiative
• Proficiency in using Microsoft Visio for process design