Business Relationship & Improvement Delivery Manager

About the role

Leads analysts to improve customer & associate experiences via process and data initiatives. Partners with leaders to drive a customer-centric mindset, especially in CS&O organizations.

Responsibilities

• Led the identification, development, and implementation of delivery and improvement initiatives with a focus on customer service and back office operations.
• Prioritizes and coordinates delivery and improvement activities in support of all departments and functional areas impacted by changes in workflows, system enhancements, or other related changes.
• Evaluates completed projects and deliverables to identify and implement best practices and lessons learned.
• Maintains effective working relationships with project sponsors, project teams, business area process owners, and other key stakeholders.
• Manages communications with each group appropriately.
• Administers human resource-related activities including timely performance and salary reviews and ensures all subordinates adhere to human resources policies and practices.
• Selects, develops, motivates, and recognizes staff.

Requirements

• Bachelor’s degree or equivalent work experience
• Minimum 5 years of related work experience: Including a variety of project coordination and process improvement initiatives, focusing on change management and the customer experience
• Leverage Lean Six Sigma Green Belt preferred
• Expertise in process analysis and process optimization with a focus on improving customer experiences

Qualifications

• Associate must have the ability to travel as necessary to satisfactorily complete their job responsibilities as assigned

Skills

• Effective oral and written communication skills with the ability to communicate appropriately to various types of audiences, including senior management

Benefits

• Meal Subsidy available for associates who report to an office
• 401(K) plan with a dollar-for-dollar match on your first eight percent, plus immediate vesting
• Sentry University (SentryU) and Tuition Reimbursement program for continued education and career development
• Generous Paid-Time Off plan
• Group Medical, Dental, Vision, Life insurance, Parental leave, and our Health and Wellness benefits to encourage a healthy lifestyle
• Well-being and Employee Assistance programs
• Sentry Foundation gift matching program to encourage charitable giving

Pay

N/A

Schedule

N/A