Change/Process Manager

SDS, is a global IT company providing broad range of Technology Consulting, Professional and Outsourcing Services & Solutions to Fortune500 and mid-size companies. Job Description Responsibilities The bank ATM Kiosk team is looking for a well-qualified Process Manager to join a cross functional team of operational specialists to deliver an aggressive multi-year ATM hardware deployment agenda. bank currently offers over 1900 ATMs within its national banking footprint with plans to expand. Over the next several years, bank will be transforming both its existing footprint as well as entering new markets throughout the country. An aggressive ATM deployment plan is at the forefront of the change agenda. We are seeking a dedicated, disciplined, process professional who excels in a team environment. This person will have excellent communication skills, attention to detail, the ability to adapt to change quickly, and improve business processes through the application of Lean principles. A key to success in the position is the ability influence partners and teammates. This individual needs to enjoy multi-tasking and problem solving within in a highly demanding, time sensitive environment. Manage a steady volume of phone calls with a high degree of professionalism Serve as a point of escalation for complex vendor problems or installation issues especially, when the problem relates to cross team concerns. Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives Develop and execute implementation plans and test scripts for large software and hardware delivery projects. Interact effectively with a variety of contacts including construction, armored courier, data network, and OEMs. Provide guidance and expertise to less experienced staff. Answer questions from staff and provide guidance and feedback Track and resolve process breakdowns Follow communication "scripts" when handling different types of inbound calls Anticipate escalation and take over calls when needed Measure performance with key metrics such as call abandonment, calls waiting etc. Ensure adherence to established procedures. Keep management informed on issues and problems Attend educational seminars to improve knowledge and performance level Communicate the status of deployment activities via status reports. Work with other internal and external teams to ensure that a deployment is completed and validated on schedule Signal anomalies and trends to leadership Requirements Bachelor's degree, equivalent work experience or military experience At least 3 years of process management experience Proficient in Microsoft Office (Word, Excel, Powerpoint, Outlook) Proficient in English; Good knowledge of additional languages will be a definite plus They must have a practical mind to solve problems on the spot partnered with an ability to see the "big picture" Outstanding communication and negotiation abilities Tech savvy with knowledge of computers, networks. Excellent organizational and leadership skills Ability to work under pressure Ability to multi-task, set priorities and manage time effectively Preferred Qualifications Lean, Agile, Six Sigma, BPM or Project management certifications Knowledge of data networks or Windows Operating systems a plus Knowledge of Customer Back Relationship model Knowledge of Scaled Agile Framework Additional Information All your information will be kept confidential according to EEO guidelines. By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy apply #J-18808-Ljbffr Satnam Data Systems, Inc