• Coaches, mentors, develops, and grows team members following Business Process best practices and procedures towards performance improvement and career development • Provides leadership on fast-moving, complicated improvement projects and act as the primary point of contact for management • Partners with teams to help identify ways to transform their work and document key opportunities for improvement, set priorities, identify root causes, develop implementation plans and create structure for Process, and Change Management. • Acts as a trusted advisor, works alongside business and senior leadership to help determine project prioritization to achieve the best results • Gathers and analyzes large amounts of information quickly to problem solve and drive decision-making effectively across multiple projects simultaneously • Partners with teams to ensure daily work connects to the overall strategy of the organization • Ability to move between the granular details to the big picture, aligning details and tasks to support strategic priorities of the organization • Skilled at facilitating, collaborating and building trusted relationships with cross-functional groups composed of a variety of disciplines, roles and organizational level • Ability to maintain high quality work standards while managing competing demands • Collaborates with internal customers, product management, and other technology teams • Analyze, promote, and ensure compliance with division and department regulatory standards • Work closely with Customer Engagement Leadership to create a continuous feedback loop and coaching program that will drive elite operational results • Participate in the development, implementation and maintenance of procedures and templates to assist the evaluation compliance adherence and internal audit