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The Quality Center of Excellence (COE) is responsible for the oversight and governance of all quality testing across CCB Operations. The Business Process Analyst will support the COE mission to drive the transformation of quality while ensuring efficiency and effectiveness. This can be achieved through advanced analytics centered around defect and cost variation while promoting continuous improvement. The primary focus of this role will be: 1) monitoring of defects, statistical variation and cost. 2) metrics & target reporting and 3) root cause analysis and partnerships with the business to solution opportunities.
Promote the Quality CoE agenda through strong working relationships w/colleagues, business partners & leaders across CCB Op’s (i.e., Process CoE, CMO, Finance, Performance Excellence, etc.).
Scope problems, identify major issues and actionable opportunities, ideate solutions, develop business case recommendation (including financial impact) and drive to implementation.
Drive Quality Program, defect, and/or cost opportunities to completion using formal process improvement methodologies such as Lean, Six Sigma and Capacity Planning.
Devise and execute strategic/tactical project plans to deliver end-product (including maintaining risk, issues and communication log).
Operate under strategic direction and maintain accountability for tasks while managing fluidity and ability to prioritize/re-set in fast paced/changing environment.
Manage & continually enhance technologies which 1) collect, aggregate & visually present CCB Quality test results and 2) organize internal book of work items (including status, comments and FTE recognition).
Manage CCB quality test results information flow to ensure full data-set receipt. Identify and drive opportunities for direct feed of information.
Independently extract and organize data quickly from multiple sources for both BAU and ad-hoc reporting (i.e. MS Access/Excel, Alteryx, etc.).
Assist CCB Op’s Quality groups migrate from manual to formal quality tool platform (i.e., provide/research options, develop reporting, etc.).
Reporting & Analytics:
Create, design and manage Quality metrics reporting including defect trending, statistical variation and cost.
Act as SME and support full adoption of Tableau self-serve reporting suite by CCB Op’s. Assist groups w/identifying opportunities based on observed trends (i.e., high defect, high cost, defect variation, etc.) and connecting them with appropriate support staff to drive improvement/change.
Create, design and manage Quality business review material. Facilitate review with CCB COO direct reports and their quality leads regarding discussion/presentation of opportunities and recommendations. Assign owners, tasks and due dates for agreed upon opportunities and track through implementation.
Advise/influence senior leaders on major change initiatives & key business decisions.
Develop deep trust-based advisor relationships with key stakeholders & maintain throughout engagement.
Financial services industry experience is preferred.
The ideal candidate must have at least 7 years’ experience extracting/aggregating data, performing analysis, and generating actionable reporting.
Exceptional critical thinking and analytical skills - ability to absorb and present complex ideas quickly.
Problem solving skills - superior ability to structure and scope complex problems, apply a range of technology/analytical tools (SQL, MS Access/Excel/SharePoint, Tableau, etc.), gain and synthesize insights and develop recommendations.
Strong organizational skills - ability to take strategic direction and independently develop/manage project plans. Proven ability to frame opportunity, own issues and have the determination to follow tasks/issues through to resolution (leveraging governance establishment if required).
Client engagement skills - ability to closely partner with senior leaders, business contacts and other stakeholders on projects. This can include resource engagement from within the team, from the business, and potentially external consultants or other support areas with the bank.
Energetic, self-motivated and effective under pressure - must enjoy the challenge of working within a fast-paced, changing and demanding working environment driven by the deadline of underlying business flow.
Experience with implementing or auditing Quality Management Systems, e.g. ISO 9000, AS 9000, TS 16949; lead assessor training a plus.
Demonstrated process improvement experience required with formal Lean/Six Sigma certification a plus
Experience and knowledge of change management principles, methodologies and tools (experience with Prosci/ADKAR methodology or similar formal change management methodologies is a plus)
Ability to travel as needed
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