Offer summary

Qualifications:

Undergraduate Degree in Management, Business, Finance/Accounting, or Training/Education required., 6+ years of experience in developing training documentation and materials., Preferred Master's Degree in a related field and 5+ years in commercial servicing or financial services industry., Strong analytical, problem-solving, and communication skills are essential..

Key responsibilities:

Develop and manage a change control framework and maintain quality within the Lines of Business.

Create and maintain documentation, including procedures and training materials, ensuring they are current and accurate.

Collaborate with stakeholders to identify process changes and implement improvements for efficiency.

Provide training to staff on changes in processes and support ad-hoc projects as needed.

Job description

Position Title

Quality & Change Control Project Lead

Location

Nationwide, MI 48098

Job Summary

The Quality & Change Control Project Lead is responsible for creating and managing a change control framework, while maintaining quality, within the Lines of Business (LOBs) supported. This person will work independently to collaborate with key stakeholders, to ensure all documented materials are current and accurate. This position will be responsible to maintain the department’s reference materials, including procedures, user guides, checklists, training guides, and customer-facing documents, and will act as a gatekeeper for change control within the department. The Project Lead will need to have and/or have the ability to gain in-depth knowledge and understanding amongst all the areas within the LOBs, including regulatory and compliance requirements. This may include performing detailed walkthroughs with Business Process Owners (BPOs), creating flowcharts/process maps, documenting procedures or other materials, etc. Additionally, this person will proactively look for ways to improve processes and gain efficiencies for better team member and customer experience. As a result, this person will be involved in any process improvement related projects, new system implementations/upgrades, or ad-hoc projects. The Project Lead will also develop and instruct training related to changes in process to current and/or newly hired employees, inside and outside of LOBs.

Pay Range: $73,626 - $107,494 - $141,362

Pay Range: Local Minimum Wage - $0.00 - $0.00

Job Responsibilities:

JOB RESPONSIBILITIES

Change Control Lead :

Develop, implement, and coordinate process to obtain notification of changes in process(es).
Create and maintain annual review schedule for department documents.
Work closely with LOBs supported to identify changes to processes/systems to ensure procedures, job aids, etc., are properly documented.
Enforce change control process within the department.
Attend vendor trainings on new systems/system updates and gather materials provided for documentation and training.
Obtain approval from necessary parties, including Compliance, Risk, Internal Audit, and Legal, for process changes and documentation.
Assist with rollout of updated materials by creating communications and other needed documentation.
Develop and provide training to staff as necessary for changes in process/procedure.
Create and maintain a periodic publication schedule for all content found on intranet site for the LOBs supported.
Work with business partners to review and update their content on the intranet site on a regular basis.

Project Support:

Support Manager with ad-hoc projects and requests.
Manage projects pertaining to process changes and system updates.
Participate in technical and business process project planning sessions with BPOs to analyze and thoroughly understand business requirements.
Collaborate with BPOs to gain thorough understanding of ongoing projects.

Process Improvements:

Work with the LOBs supported to identify efficiencies and future enhancements.
Participate in discussions held with BPOs to understand gaps and identify priorities for process improvement.
Collaborate with necessary teams to implement and maintain new efficiencies/enhancements.
Utilize outside sources to seek ways to improve processes.
Uses independent judgement and discretion to make decisions about compliance and regular procedure review adherence.
Analyzes and resolves problems pertaining to processes located within procedures and risk/compliance related matters.

ADDITIONAL ACCOUNTABILITIES

Performs special projects, and additional duties and responsibilities as required.
Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings. Accountable to maintain compliance with applicable federal, state, and local laws and regulations.

JOB REQUIREMENTS

Required Qualifications:

Education level required: Undergraduate Degree (4 years or equivalent) in Management, Business, Finance/Accounting, Training/Education.
Minimum experience required: 6+ Years with proven ability to develop and create training documentation and materials.

Preferred Qualifications:

Education level preferred: Master's Degree (or Postgraduate equivalent) in Management, Business, Finance/Accounting, Training/Education.
5+ years of experience in commercial servicing, banking or financial services industry (strongly preferred).
5+ years of prior knowledge of banking products/services and/or processing operations (strongly preferred).
Originations and Core servicing systems knowledge preferred (Salesforce/nCino, DNA, and/or AFS).
Training/educational experience and/or certifications (i.e. Teaching certificate, etc.) preferred.
Specialized training in banking systems (i.e. AFS, DNA, Salesforce, etc.) preferred.

Job Competencies:

Ability to understand, document, and optimize/improve operations processes.
Ability to translate processes and/or changes in process into training material and presentation.
Ability to hold colleagues, including Managers, accountable for process changes and updates to respective documents/materials.
Strong organization and prioritization skills with close attention to detail.
Solid interpersonal skills, ability to work collectively in team environment and across multiple business units.
Strong analytical and problem-solving skills, proactive and solution oriented.
Demonstrated ability to handle multiple tasks quickly and proficiently.
Demonstrated ability to work with customer information in a confidential and professional manner.
Moderate to advanced skill level with Microsoft Office including MS Word, MS Excel, MS Access and PowerPoint.
Proven customer service skills.
Excellent verbal and written communication skills.

Travel requirements: None

Physical demands (ADA): The job requires a moderate degree of physical exertion and stamina such as standing, sitting, walking, driving or infrequent lifting.

Flagstar is an Equal Opportunity Employer.

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