Process Specialist

This job description outlines the role and responsibilities of a Process Specialist at Bridgecrest, a subsidiary of the DriveTime Family of Brands. The position focuses on designing, managing, and improving processes within the servicing ecosystem, with a key emphasis on process management and process-driven improvements. Below is a summary of the position, responsibilities, qualifications, and perks:

Role Overview:

The Process Specialist at Bridgecrest will be responsible for:

• Designing, managing, analyzing, and improving the 100+ processes within the servicing ecosystem.
• Ensuring these processes meet or exceed operational requirements and controls.
• Creating and managing operational KPIs, summarizing trends, and recommending improvements to senior leadership.
• Leading process improvement projects and facilitating continuous improvement initiatives.
• Coordinating and communicating with stakeholders including Operations, Product, and Technology teams.
• Managing policies and standard operating procedures, updating them as needed in collaboration with compliance teams.
• Evaluating and implementing technology to monitor process health and identify opportunities for enhancement.
• Training and auditing process owners and managers.

Key Responsibilities:

• Process Design and Improvement: Oversee and develop processes, apply best practices, and innovate for efficiency.
• KPI Management: Build and manage operational KPIs and communicate insights effectively.
• Stakeholder Collaboration: Partner with Operations, Product, and Technology teams to ensure effective process management.
• Quality Assurance and Training: Facilitate training for process owners, maintain standards, and audit practices.
• Project Leadership: Lead large-scale process projects and continuous improvement efforts (Kaizen).
• Technology Exploration: Implement modern tech tools (e.g., NLP, Speech-to-Text) for better process monitoring.
• Reporting and Compliance: Provide regular reports, ensure alignment with compliance standards, and handle process updates.
• Coaching and Talent Development: Mentor and grow future process managers.

Qualifications:

• Education: Undergraduate degree in a STEM field.
• Experience: 0-3 years of related experience, with a preference for backgrounds in process and quality management.
• Certifications: Lean or Six Sigma certification is a plus.
• Skills:
  • Proficiency in process analysis, data analytics, and technology management.
  • Strong analytical and problem-solving abilities.
  • Excellent written and verbal communication.
  • Proficiency in Microsoft Excel and data analysis tools.
  • Ability to manage multiple tasks and meet deadlines.
  • Understanding of financial services, especially in servicing and collections policies.

Preferred Attributes:

• Intellectual Curiosity: A passion for learning and growing knowledge.
• Analytical Skills: Ability to analyze data and generate comprehensive reports.
• Collaboration and Influence: Ability to work with different teams and influence decisions.
• Detail-Oriented: High attention to detail and process accuracy.
• Leadership Potential: Capability to mentor and grow talent within the organization.