Senior Manager – Process Improvement

The incumbent will be responsible for achieving operational excellence at TCF by fulfilling the following responsibilities via Policy & Process Optimization :

• Lead the full lifecycle for priority projects from problem definition to stable rollout; Define scope, objectives, timelines, owners, baselines, and success metrics.
• Form and run cross functional working groups; Set governance rituals, minutes, action trackers, and decision logs to maintain a clear audit trail.
• Produce complete delivery artifacts before rollout; Detailed project plan with critical path, RACI, risk and issue log, data readiness checklist, UAT plan and cases, SOPs, communications pack, and training materials.
• Coordinate with IT for form logic, data flows, and system updates; Define acceptance criteria, run UAT, resolve defects, and obtain business sign offs.
• Pilot solutions with a control approach where relevant; Track coverage, exceptions, and support tickets; Escalate risks early with evidence.
• Plan and execute change management and training for scale up; Ensure version control and proper archival of all documents and approvals.
• Establish KPIs and dashboards to monitor performance post go live; Report progress, risks, and recommendations to the steering committee on a fixed cadence.
• Coach analysts and project coordinators to strengthen planning, documentation quality, and stakeholder engagement.
• Drive continuous improvement using feedback from schools and area offices to refine SOPs, forms, and communications.

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