Senior Manager – Process Improvement

Description:

The incumbent will be responsible for achieving operational excellence at TCF by fulfilling the following responsibilities via Policy & Process Optimization:

• Lead the full lifecycle for priority projects from problem definition to stable rollout; Define scope, objectives, timelines, owners, baselines, and success metrics.
• Form and run cross functional working groups; Set governance rituals, minutes, action trackers, and decision logs to maintain a clear audit trail.
• Produce complete delivery artifacts before rollout; Detailed project plan with critical path, RACI, risk and issue log, data readiness checklist, UAT plan and cases, SOPs, communications pack, and training materials.
• Coordinate with IT for form logic, data flows, and system updates; Define acceptance criteria, run UAT, resolve defects, and obtain business sign offs.
• Pilot solutions with a control approach where relevant; Track coverage, exceptions, and support tickets; Escalate risks early with evidence.
• Plan and execute change management and training for scale up; Ensure version control and proper archival of all documents and approvals.
• Establish KPIs and dashboards to monitor performance post go live; Report progress, risks, and recommendations to the steering committee on a fixed cadence.
• Coach analysts and project coordinators to strengthen planning, documentation quality, and stakeholder engagement.
• Drive continuous improvement using feedback from schools and area offices to refine SOPs, forms, and communications.

Required Skills:

• Systems thinking, structured planning, and a data driven approach.
• Strong project management with hands-on use of stage gates, RACIs, risk and issue logs, change control, and MoMs.
• Process mapping and design documentation; Ability to turn policy into executable SOPs, forms, workflows, and training.
• UAT planning and execution; Able to define acceptance criteria, write test cases, triage defects, and secure sign offs.
• Proficient with MS Excel and PowerPoint.
• Working knowledge of Power BI or Data Studio; familiarity with SharePoint and Forms is a plus.
• Cost-benefit analysis and KPI design; Able to baseline, set targets, and verify impact.
• Clear, concise written communication and stakeholder management across IT, Supply Chain, HR, Finance, and Field.
• Self-driven, organized, and comfortable coaching analysts and coordinators.
• Must show measurable impact on cost, time, quality, or compliance and provide a portfolio of at least two projects including plans, RACIs, UAT cases, SOPs, and results.

Education:

Bachelors or Masters in Engineering, Business, Economics, Operations, or MIS.

Experience:

7+ years leading end to end business process improvement in large, multi-site organizations, with proven delivery of cross functional rollouts.