Process Improvement Coach

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

Summary of the Job:

The Senior Associate, Continuous Improvement – Banking is an individual contributor responsible for leading process improvement initiatives and driving operational efficiency within the Banking division. This role works independently to identify operational gaps, design solutions, and implement improvements that enhance operational effectiveness while maintaining appropriate risk controls.

The position requires strong expertise in continuous improvement methodologies and the ability to collaborate across functions to deliver measurable results. The role will lead process improvement projects, coach team members as they adopt new ways of thinking and working, and serve as a resource for continuous improvement methodologies and best practices.

This role is ideal for an experienced operational excellence professional who brings practical expertise in process improvement within a regulated banking environment. The ideal candidate solves complex problems independently, serves as a resource for colleagues, and delivers results through effective collaboration and influence.

About This Role:

Key Responsibilities

• Operational Excellence & Process Improvement
• Identify and scope potential continuous improvement initiatives within Banking
• Provide input to decision makers about the feasibility of initiatives, projected benefits (impact and effort)
• Lead process improvement projects using established operational excellence methodologies (Lean, Six Sigma, etc.)
• Conduct process mapping and analysis to identify inefficiencies and improvement opportunities
• Design and implement streamlined workflows that improve efficiency while maintaining risk controls
• Utilize Lean, Six Sigma, PDCA, and other improvement methodologies to deliver improvements in quality, delivery, productivity, cost, customer experience, and employee experience
• Develop and track metrics and KPIs to measure process effectiveness and improvement outcomes
• Create standardized work processes and documentation to sustain improvements
• Facilitate value stream mapping sessions with cross-functional teams
• Collaborate with IT and automation partners to identify opportunities for technology enablement
• Risk & Compliance Integration
• Apply knowledge of banking regulations to ensure operational processes maintain compliance
• Design process improvements that balance efficiency with appropriate risk controls
• Partner with Risk and Compliance teams to validate process changes meet regulatory requirements
• Document control points and procedures to support audit and examination readiness
• Project Leadership & Implementation
• Lead assigned operational improvement projects from assessment through implementation
• Develop project plans, timelines, and communication materials for improvement initiatives
• Facilitate workshops and working sessions with stakeholders to gather requirements and build consensus
• Create training materials and conduct training sessions to support adoption of new processes
• Demonstrate strong leadership competencies and application of skills that exhibit effective decision-making and emotional intelligence to ensure successful implementation of projects
• Demonstrate the ability to adapt to project changes related to scope, schedule, workflow, and/or system/process optimization needs as appropriate
• Coordinate the activities needed to support multiple implementations and teams
• Change Management & Adoption
• Incorporate change management strategies into initiative management, communication, and interactions to ensure adoption and sustainability of improvements
• Build stakeholder engagement and readiness throughout improvement initiatives
• Create training materials and conduct training sessions to support adoption of new processes
• Support implementation of daily management practices (huddles, visual management) as appropriate
• Ensure improvements are sustained through structured change management approaches
• Coaching, Culture & Capability Building
• Coach and support leaders and team members as they adopt continuous improvement mindsets, skills, and behaviors
• Develop continuous improvement capabilities within teams through hands-on coaching
• Coach others on the use of continuous improvement tools including root cause analysis (RCA) and problem-solving methodologies
• Serve as a resource and advisor to colleagues on process improvement methodologies and best practices
• Foster a culture of continuous improvement within Operations
• Support teams in adopting problem-solving mindsets and behaviors aligned to continuous improvement principles
• Promote employee engagement in identifying and implementing improvements
• Collaboration & Advisory Support
• Serve as a resource and advisor to colleagues on process improvement methodologies and best practices
• Partner with operational leaders to assess processes and recommend improvement opportunities
• Build effective relationships across Operations, Risk, Compliance, and Technology teams
• Research industry best practices and share insights with the team
• Support the development of operational excellence capabilities within the operations team

The Ideal Candidate for This Role:

Qualifications & Experience

• Required
• Bachelor degree in Business, Finance, Operations Management, or related field
• 5-7 years of experience in operational excellence, process improvement, banking operations, or related areas
• Demonstrated success leading process improvement projects and delivering measurable results
• Working knowledge of banking regulations and compliance requirements
• Strong analytical skills with ability to analyze data and translate findings into actionable recommendations
• Proven project management skills with experience leading cross-functional initiatives
• Proficiency with process improvement methodologies (Lean, Six Sigma, or similar)
• Passionate and driven to create a culture of continuous improvement
• Demonstrated expertise in scientific problem solving and group facilitation
• Ability to coordinate the activities needed to support multiple implementations/teams
• Self-starter; able to manage through ambiguity, work independently, and adapt to changing circumstances
• Strong influencer with robust interpersonal and trust-building skills; compassionate, empathetic, and highly self-aware
• Proven experience guiding meaningful change in a diverse environment, remaining positive and persistent in the face of adversity
• Preferred
• Master degree in Business Administration, Finance, or related field
• Professional certifications such as Lean Six Sigma (Green Belt or Black Belt), PMP, or related credentials
• Continuous improvement project management experience in financial services or regulated environments
• Experience with banking technology platforms and automation tools
• Experience implementing process improvements in financial services or regulated environments
• Additional Skills
• Process Design & Optimization: Expert knowledge of process mapping, analysis, and improvement methodologies
• Communication: Explains difficult or sensitive information clearly; works to build consensus among stakeholders
• Facilitation: Leads workshops and working sessions to gather input and drive decision-making
• Technical Acumen: Comfortable evaluating technology solutions and partnering with IT teams
• Influence: Achieves results through collaboration and influence rather than direct authority
• Candidates must possess unrestricted work authorization and not require future sponsorship.

Work Environment:

It is anticipated that the incumbent in this role will work in a hybrid capacity, balancing in-person collaboration three (3) days a week with remote flexibility two (2) days a week. As part of our team, you'll experience the energy and relationship-building of face-to-face collaboration while still enjoying the flexibility of remote workdays. We provide the tools and technology to ensure seamless transitions between work environments, supporting your productivity wherever you are.

Please note that work location is subject to change based on business needs.