Technology Credit Union (Tech CU) · 1 day ago
Sr. Director, Business Process & Knowledge Management
US-CA-San Jose
Full-time
Hybrid
Senior Level, Lead/Staff
$154K/yr - $222K/yr
10+ years expTechnology Credit Union (Tech CU) is seeking a Senior Director, Business Process & Knowledge Management to lead their business process framework and knowledge management strategy. This role involves managing business analysts on enterprise-level projects, driving continuous process improvement, and aligning business objectives with efficient operations.
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Responsibilities
Leads, mentors, and manages a team of business analysts responsible for process management, gathering requirements, conducting business analysis, leading user acceptance testing, and delivering solutions for enterprise-level projects
Establishes standards, policies, procedures, and governance framework, ensuring compliance, for all process and KM related processes
Owns the enterprise process catalog and related program management
Ensures that the business analyst team collaborates effectively with stakeholders across departments to define project scope, identify risks, and ensure project alignment with strategic objectives
Ensures that all process improvement, automation, and enterprise project initiatives adhere to regulatory requirements and Tech CU standards
Drives the execution of all processes in the product lifecycle, including product and market research, competitor analysis, planning, positioning, and roadmap development for workflow automation solutions such as Appian, document signing solutions such as DocuSign, and KM solutions
Partners with project portfolio management on the development of business cases to assess potential impact on current and new processes, while driving alignment with the organization’s process framework
Supports the execution of enterprise-wide projects, ensuring they meet business goals, timelines, and budgets
Collaborates with project management office (PMO) and cross-functional teams to monitor progress, address challenges, and deliver successful project outcomes
Partners with finance, IT, operations, member services, and other departments to ensure alignment between business strategy, process improvements, and automation efforts
Leads continuous process improvement initiatives to streamline operations, reduce inefficiencies, and enhance member experience
Implements process improvement methodologies (Lean, Six Sigma, etc.) to optimize workflows and eliminate waste
Works closely with internal teams to identify areas for improvement and ensure processes are aligned with organizational goals
Oversees the KM strategy including the design, goals and metrics to ensure the KM efforts support broader business strategies and promote a collaborative culture that values knowledge as an asset
Oversees the implementation of automation technologies, such as robotic process automation (RPA) to optimize business processes and enhance operational efficiency
Collaborates with IT and business teams to design and deploy automation solutions that meet both operational and regulatory requirements
Monitors the effectiveness of automation tools and refines strategies to ensure maximum impact on member experience and operational performance
Leverages data analytics and business intelligence tools to evaluate the effectiveness of process improvements, automation initiatives, and enterprise projects
Establishes scope of authority, schedule and responsibility for direct reports
Engages with direct reports and peers to align goals with organizational goals and objectives, establish performance metrics, provide feedback and develop talent
Manages and monitors budget to maximize operating efficiencies
Reviews and responds to issues identified in audit and regulatory reports
Supports established policy and procedures, recommending changes as needed
Effectively manages a hybrid workforce (onsite and remote) through strong communication, collaboration and engagement practices
Qualification
Required
Bachelor's degree in Business Administration, Finance, or a related field
10+ years of experience in business process design, business improvement, and project/program management experience
5+ years in a leadership role
8+ years of experience with workflow, benchmarking and process automation solutions
5+ years of experience in a financial institution
Proven experience applying disciplined approaches to problem solving (Critical thinking, Root Cause Analysis, Agile Mindset)
Proven experience managing business analysts, leading enterprise projects, and negotiating contracts with vendors and partners
Strong experience with automation technologies such as robotic process automation (RPA), AI, or workflow automation tools
Expert understanding and application of Lean Six Sigma principles
Demonstrated ability to align strategic business goals with operational processes and technology solutions
Demonstrated ability to influence change at the executive level and team level
Strong project and change management skills with a proven track record of delivering complex projects on time and within budget in a fast-paced environment
Excellent leadership, communication, and stakeholder management skills
Demonstrated ability to distill complex programs into concise and well-articulated presentations at scale
Strong understanding of Agile, Scrum and Kanban
Familiarity with credit union operations, regulations, and member service delivery
Preferred
Master's degree
Project Management Professional (PMI PMP) Certification
Certified as Scrum Master (CSM)
Certified Product Owner (CSPO)
Benefits
Health Coverage: Medical, dental, and vision plans
Income Protection: Life and disability insurance
Retirement: 401(k) plan with company match
Paid Holidays: 12 days annually
Paid Time Off (PTO): Accrues at 7.08 hours per bi-weekly paycheck (approximately 23 days per year)
Increases with length of service
Voluntary Time Off (VTO): 8 hours annually for full-time employees to support charitable organizations
Flexible Spending Accounts
Employee-paid voluntary benefits
Leaves of absence in compliance with state and federal regulations
Company
Technology Credit Union (Tech CU)
Tech CU has served the high-tech workforce and its ecosystem in the greater Bay Area for over 60 years.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Jeannine Jacobsen
Chief Operating Officer
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