Change/Process Manager

Company Description

SDS, is a global IT company providing broad range of Technology Consulting, Professional and Outsourcing Services & Solutions to Fortune500 and mid-size companies. 

Job Description

Job Description:

· The bank ATM Kiosk team is looking for a well-qualified Process Manager to join a cross functional team of operational specialists to deliver an aggressive multi-year ATM hardware deployment agenda.

· bank currently offers over 1900 ATMs within its national banking footprint with plans to expand.

· Over the next several years, bank will be transforming both its existing footprint as well as entering new markets throughout the country.

· An aggressive ATM deployment plan is at the forefront of the change agenda.

· We are seeking a dedicated, disciplined, process professional who excels in a team environment.

· This person will have excellent communication skills, attention to detail, the ability to adapt to change quickly, and improve business processes through the application of Lean principles.

· A key to success in the position is the ability influence partners and teammates.

· This individual needs to enjoy multi-tasking and problem solving within in a highly demanding, time sensitive environment.

Responsibilities:

· Manage a steady volume of phone calls with a high degree of professionalism

· Serve as a point of escalation for complex vendor problems or installation issues especially, when the problem relates to cross team concerns.

· Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives

· Develop and execute implementation plans and test scripts for large software and hardware delivery projects.

· Interact effectively with a variety of contacts including construction, armored courier, data network, and OEMs.

· Provide guidance and expertise to less experienced staff.

· Answer questions from staff and provide guidance and feedback

· Track and resolve process breakdowns

· Follow communication "scripts” when handling different types of inbound calls

· Anticipate escalation and take over calls when needed

· Measure performance with key metrics such as call abandonment, calls waiting etc.

· Ensure adherence to established procedures.

· Keep management informed on issues and problems

· Attend educational seminars to improve knowledge and performance level

· Communicate the status of deployment activities via status reports.

· Work with other internal and external teams to ensure that a deployment is completed and validated on schedule

· Signal anomalies and trends to leadership

Requirements:

· Bachelor's degree, equivalent work experience or military experience

· At least 3 years of process management experience

· Proficient in Microsoft Office (Word, Excel, Powerpoint, Outlook)

· Proficient in English; Good knowledge of additional languages will be a definite plus

· They must have a practical mind to solve problems on the spot partnered with an ability to see the "big picture”

· Outstanding communication and negotiation abilities

· Tech savvy with knowledge of computers, networks.

· Excellent organizational and leadership skills

· Ability to work under pressure

· Ability to multi-task, set priorities and manage time effectively

Preferred Qualifications:

· Lean, Agile, Six Sigma, BPM or Project management certifications

· Knowledge of data networks or Windows Operating systems a plus

· Prior ATM experience

· Knowledge of Customer Back Relationship model

· Knowledge of Scaled Agile Framework

Additional Information

All your information will be kept confidential according to EEO guidelines.