Customer Care Process Analyst at Synovus Financial Corp in Columbus, Georgia

Job Description:

Job Summary:
Assists business units / team members in the development and analysis of process improvement techniques and methodologies. Reports on the progress and results of process improvement initiatives. Facilitates the process for each improvement project. Studies, analyzes, and develops existing processes to improve efficiency standard management processes for the department, business unit, and/or company using a process framework.
Job Duties and Responsibilities:

Assists team members in basic process improvement techniques and methodologies. Applies problem solving processes (i.e., Plan Do Check Act (PDCA)).

Develops metrics and measurements, and collects data to support key business processes.

Develops reports which improve the effectiveness of the software change management process.

Tracks and reports process improvement results and progress.

Assists with updating policies and procedures for new application functionality. Assists in identifying risks and participates in continuous process improvements within the division.

Develops written processes, procedures and protocols for the department standards to ensure effective and efficient methods of providing support. Creates job aides including diagrams, workflows, and training materials to properly document.

May assist with facilitating formal classroom training.

Promotes continual process improvement.

Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.

Performs other related duties as required.

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Synovus is an Equal Opportunity Employer supporting diversity in the workplace.

Minimum Education:

Bachelors Degree in Business Administration, Mathematics, Engineering or related field or an equivalent combination of education and experience.

Minimum Experience:

Two years of banking or process improvement experience. Experience with Six Sigma is preferred.

Certification(s):

None required. Quality Improvement Associate Certification; Lean/Six Sigma Green Belt; BPM Certification; BA Certification or similar certification is preferred.

Required Knowledge, Skills, & Abilities:

Expert skill level using Microsoft Visio, Excel, Word and PowerPoint.

Beginner skills using Microsoft Access with the ability to create tables and simple reports.

Ability to pursue a certification in quality control.

Excellent oral and written communication skills and the ability to communicate effectively with large groups.

Excellent documentation skills.

Project management skills and the ability to work on multiple projects at a time.

Analytical skills and the ability to analyze information using professional knowledge, experience and judgment.