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Fortis · 8 hours ago

Director, Process Excellence

United States

Full-time

Remote

Senior Level, Lead/Staff

10+ years exp

Fortis Payments is a company focused on transforming operations to deliver world-class efficiency and customer experiences. The Director of Process Excellence will lead efforts to design, optimize, and scale business processes across multiple functions, enhancing workflows and integrating new acquisitions.

B2BFinanceFinancial ServicesPaymentsSoftware

Responsibilities

Lead process improvement across Operations, identifying opportunities to streamline workflows and enhance case management systems

Collaborate with Customer Service leadership to redesign and optimize IVR/phone experiences that improve customer outcomes

Leverage AI and automation to drive smarter decision-making, reduce manual work, and increase operational throughput

Partner with Marketing & L&D to roll out process changes effectively, ensuring every team understands and embraces new ways of working

Work hand-in-hand with the Transformation Office to integrate newly acquired companies into the Fortis infrastructure smoothly and efficiently

Define success metrics that measure process performance and continuously report on results and opportunities for improvement

Qualification

Business process managementOperations strategyChange managementLeanSix SigmaAI-enabled operationsStakeholder managementContinuous improvementExceptional communicationCustomer experience focus