Sr Manager- Process Improvement

Position Overview

The Manager, Process Improvement, will work to support operational process improvement to promote an excellent customer experience for Step Up For Students’ stakeholders, including families, schools, and the Florida Department of Education. The Manager, Process Improvement will be responsible for a process or set of processes related to scholarship operations and administration, with a particular focus on Education Savings Account (ESA) administration, assisting with the any combination of analysis, creation, development, and improvement of processes. The Manager, Process Improvement will work with cross-functional related to support and improve customer-impacting processes, policies, and procedures. This position reports to the Senior Director, Process Improvement.

Principal Duties and Responsibilities

• Assist in the creation and/or leadership of cross-departmental teams to implement process improvement with the dual aim of operational compliance and a high-quality customer experience.
• Analyze data on ESA reimbursements to identify trends and potential improvement opportunities.
• Promote process efficiency to the highest level of customer delight.
• Oversee the establishment and maintenance of systemic process oversight, including review and improvement
• Assist the Senior Director, Process Improvement with the review of processes, policies, and procedures to identify opportunities for improvement related to ESA expense eligibility and management.
• Assist in monitoring changes in statute or rule that may impact processes, and update policies, practices, and procedures accordingly.
• Work cross-functionally to ensure consistency in policies, procedures, and practices.
• Develop a cadence for regular analysis and reviews of processes.
• Develop a cadence for regular analysis and reviews of processes.
• Assist in the creation and/or leadership of cross-departmental teams to implement process improvement with the dual aim of operational compliance and a high-quality customer experience.
• Assist in creating and/or overseeing the review and maintenance of written guidance for both internal use and external consumption, including training materials, and handbooks.
• Assist in the creation of and/or maintenance of up-to-date data reports on the program for cross-departmental use.
• Assist in monitoring changes in statute or rule that may impact processes, and update policies, practices, and procedures accordingly.
• Work to catalog current processes in a given area and develop process maps.
• Promote the establishment, maintenance, and communication of departmental processes, policies, and procedures.
• Serve as a resource for internal teams, including customer escalations, in matters that may have customer impact.
• Assist the Senior Director, Process Improvement and Senior Manager, Process Improvement with the review of processes, policies, and procedures to identify opportunities for improvement in the delivery of scholarship operations and administration.
• Proactively identify process challenges and work collaboratively to find solutions.
• Promote the establishment, maintenance, and communication of departmental processes, policies, and procedures.
• Assist in creating and/or overseeing the review and maintenance of written guidance for both internal use and external consumption, including training materials, and handbooks.
• Oversee the establishment and maintenance of systemic process oversight, including review and improvement
• Promote process efficiency to the highest level of customer delight.
• Proactively identify process challenges and work collaboratively to find solutions.
• Assist in the creation of and/or maintenance of up-to-date data reports on the program for cross-departmental use.
• Work cross-functionally to ensure consistency in policies, procedures, and practices.
• Serve as a resource for internal teams, including customer escalations, in matters that may have customer impact.

The above is not an all-inclusive list of all duties performed by this job title, only a representative summary of the primary duties and responsibilities. These duties apply to all programs overseen by Step Up for Students. Incumbent may be required to perform other additional duties as assigned.

Competencies

• Decision Making
• Empathy
• Service Driven
• Computer literate
• Financial Acumen
• Relationship Management
• Ethical Conduct
• Self-Awareness
• Leadership
• Strategic Thinking and Planning
• Self-Management
• Analytical Skills

Minimum Qualifications

• Minimum 3 years experience in areas of process management, compliance, and/or policy management; Minimum 1 year experience in managing statutory or regulatory driven programs; experience with ESA expenses preferred.

Knowledge, Skills & Abilities

• Attention to detail.
• Experience in policy creation, review, and implementation
• Excellent written and verbal communication skills; ability to communicate effectively with individuals inside and outside the Organization.
• Ability to think critically and make decisions using sound judgement, experience, and existing tools/resources, including applicable rules/regulations.
• Proven ability to manage cross-departmental relationships
• Proven record of collaboration and teamwork
• Proven ability to prioritize multiple tasks at one time in a fast-paced environment and to adapt quickly to change.