Service Operations Admin – Senior Analyst – Process Architecture

title: senior analyst – process architecture status: exempt report to: manager, servicing operations process architecture department: service operations process architecture job code: 11957pay scale: $85,100.00 – $ annually

the senior analyst — process architecture position supports the advancement of process improvement initiatives within the service organization. This role focuses on analyzing workflows, documenting processes, and identifying opportunities for efficiency and improved member experience. This role contributes to the execution of the process improvement roadmap under the guidance of the process architecture manager, prepares recommendations based on data-driven insights, and collaborates with cross-functional teams to ensure alignment with organizational goals.

They will translate innovative ideas into actionable improvements, supporting the development of internal and member-facing services that deliver value for our members and efficiency for the organization. They will collaborate with business process owners and managers to improve business processes to meet the needs of members and golden
1. This role will present meaningful analysis results, provide recommendations based on empirical data, and recommend solutions to key senior stakeholders and front-line associates alike.

• support implementation of process improvement initiatives aligned with strategic objectives.
• assist in documenting current processes and identifying inefficiencies or bottlenecks.
• conduct analysis to support process optimization and prepare recommendations for leadership review.
• collaborate with cross-functional teams to gather input and requirements for process changes.
• builds and maintains professional relationships at various levels throughout the credit union.
• improve member experiences and service quality through process improvements, automation, or elimination.
• use tools and methodologies such as process mapping, flowcharts, lean and six sigma methodologies to improve process performance.
• assist in facilitation of workshops and kaizen events.
• support development of process measurement models and assist in tracking performance metrics.
• analyze data and metrics to measure process performance and identify opportunities for enhancement and digitization.
• assist servicing operations to test, implement and document effective business process controls, kpis, ksps and kris to ensure that all processes are following regulatory requirements and working as intended.
• monitor industry best practices and assist in benchmarking efforts to support continuous improvement.
• supports and fosters a culture of continuous process improvement by utilizing subject matter expertise to standardize, consolidate and simplify processes.

• effective oral and written communication skills required to assist other staff, constructively follow up on member inquiries/alerts, communicate clearly with management, and perform other related tasks.
• must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone.

• internal: all levels of staff.
• external: vendors, other financial institutions.

• education: bachelor’s degree in related field preferred.

• experience: 3–5 years’ experience in process improvement, business analysis, and managing projects.

• knowledge / skills:

• strong analytical and problem-solving skills.

• ability to analyze and evaluate processes for improvement opportunities.

• create business cases to support analysis and recommendations.

• communicates in a clear, concise, and timely manner and operates effectively as a team player.

• ability to communicate findings clearly to stakeholders and leadership.

• ability to create presentations and discuss programs, products, services, and goals.

• create visualizations within the microsoft suite of products that drive home the results of your analysis, and support key stakeholders.

• knowledge of process…