Service Quality Improvement Specialist
Manages internally focused programs and offers services to lines of business centered on establishing continuous improvement practices and methodoligies. Programs focus on improving efficiencies, eliminating waste, lowering costs, mitigating risk, meeting regulatory standards and improving overall customer experience. Acts as coach to enterprise-wide process improvement teams, builds out process improvement methodology, leverages Lean/Six Sigma process improvement tools, and establishes control plans. Works on the development of a consistent customer experience. Drives the quality experience with a focus on customers, processes and employees.
Develops and implements strategic and foundational elements for building out process improvement methodologies throughout the organization. Works with various lines of businesses, analyzes work flows and functions, and guides initiatives through solutions to gain efficiencies, meet regulatory requirements, avoid unnecessary costs, mitigate risks and improve the overall internal and external customer experience.
Identifies and leads quality improvement projects in any business unit across the organization.
Works on strategic initiatives and special projects as assigned or by request. Demonstrates the value a culture of ongoing continuous improvement brings to the workplace. Ensures proficient delivery and sustainability of priority programs in the corporate toolkit.
Develops procedures that satisfy corporate, legal and regulatory guidelines and requirements and ensures accuracy of the intranet web pages for selected Retail Banking, Marketing and Internal Surveys pages. Manages content updates directly and may create or place new pages as determined. Participates in implementation of the "Clean Sweep" records management project and serves as Business Unit's Records Management representative.
Monitors vendor performance for quality and service level agreements. Provides vendor oversight for Leap Technologies along with coordination of periodic 3-day training workshops. Works with executive sponsors on project scope and is central to team formation and kick off preparations. Coaches team leaders and cross-functional teams throughout the +/- 60-days they are in progress. Ensures program discipline is maintained and provides guidance through fulfillment of team mission. Three to seven Rapid Actions teams may be in progress concurrently.
Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.
High School Diploma, GED, or foreign equivalent required.
Bachelor's Degree or comparable work experience required.
Bachelor's Degree in Business, Business Management, Marketing, Finance, or a related field preferred.
Lean Six Sigma based training and/or belt certification or similar process improvement methodologies preferred.
7+ years of financial industry related experience, with wide-ranging knowledge and understanding of bank operations and functions.
Ability to influence and motivate improvement teams.
Broad based skills from within financial industry including management, sales, service, and operational roles.
Change management skills.
Strong awareness of regulatory environment.
Understanding of complex business processes, risks and controls in manual and automated environments.
Strong analytical, problem-solving, facilitation and process mapping skills.
Superior interpersonal communication and presentation skills and proven organizational skills.
Strong business acumen.
Proven ability to assemble and motivate high performance teams.
Ability to look for ways to improve and promote quality.
Strong listening skills.
Ability to coach others in a positive manner to improve service levels and efficiency.
Excellent verbal and written communication skills.
Exceptional analytical and problem solving skills with an ability to think quickly under pressure.
Ability to oversee cross-functional teams, including coaching, mentoring and evaluating performance.
10% travel between the Troy HQ and Jackson facility.
No unusual physical exertion is involved.
For internal use only: Job Band G