Process Improvement Manager - Operational Excellence

Process Improvement Manager – Operational Excellence

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We are looking for a Process Improvement Manager in Organizational Change Management who will drive operational efficiency and lead transformation delivery across the organization. You will partner with senior leaders to develop and execute change plans for strategic initiatives, ensuring strong adoption and measurable business improvements. Your expertise in people‑centered change and process improvement will help identify impacts, generate innovative solutions, and reduce risk.

You will use data analytics and storytelling to communicate complex ideas and influence decision‑making, and you will build organizational change capability by facilitating training that strengthens the change practitioner community.

• Manage one or more fast‑paced transformation projects that have a significant impact on the businesses we support
• Guide teams of consultants to support one or more transformation engagements
• Manage ambiguity of requests by structuring and scoping complex problems and developing strategic and tactical solutions
• Influence senior leadership and clients during times of change
• Lead the development, implementation, and timeliness of change enablement strategy in support of projects of all sizes, utilizing data analytics to identify operational impacts and providing impactful recommendations and coaching to client teams as they implement recommendations
• Utilize strong facilitation and storytelling skills to effectively communicate complex change strategies and changes to diverse stakeholders, influencing decision‑making and fostering understanding
• Craft and deliver a compelling narrative across both written and verbal mediums to influence executive stakeholders’ actions on key business decisions and major change initiatives
• Build deep, trust‑based advisory relationships with key client stakeholders and senior leaders, ensuring their satisfaction throughout the engagement
• Lead one or more client projects and develop team members both formally and informally, including serving as a mentor
• Collaborate with cross‑functional partners to enhance end‑to‑end value chains across the firm
• Be a recognized change culture carrier who leads with consistency, integrity, and humility
• Lead and facilitate professional instructor‑led programs and develop new educational, technical training content

• Bachelor’s degree from an accredited learning institution
• Project Management/Change Management experience
• 7+ years relevant post‑graduate work, including internal and/or external consulting experience
• Strong executive‑level communication skills and presence
• Strong training facilitation or adult learning experience with a focus on quality and retention
• Proficiency in data analytics, with a demonstrated ability to interpret models and make data‑driven recommendations
• Proficient in the application of artificial intelligence in process improvement initiatives, with a focus on optimizing the performance of AI systems
• Demonstrated ability in leading end‑to‑end transformation initiatives, including development of strategic communications, sponsor coaching, and managing stakeholder impact
• Innovative mindset willing to experiment and embrace design‑thinking concepts
• Ability to travel as needed (up to 25%; will vary by engagement or training venue)

• Proven cross‑functional collaboration
• Drive innovation by developing and applying creative solutions to enhance employee adoption and usage during change
• Proficiency with Large Language Models, KPIs and change metrics
• Prosci or other change management certification a plus

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits, and cities grow, delivering…