Sr. Specialist, Business Process Management

Customer Service North Richland Hills, Texas


Summary of Responsibilities:

The Senior Specialist, Business Process Management supports various types of initiatives to redesign processes critical to improve operational efficiencies and/or customer experience.  The Senior Specialist works with various levels of the organization and partners with IT, Operations, and the business to improve upon and/or drive goals and objectives.  The Senior Specialist interacts with all levels of management and subject matter experts and analyzes process data, and develops solutions that improve process performance and seeks to increase productivity, efficiency, and promote cost reduction.

This position will support Payment Services.

Essential Functions:

  • Assists the assigned business unit with complex projects and business issues requiring advanced technical or industry knowledge

  • Develops project plans, meeting minutes, and project reports

  • Collects and analyzes internal and external data sources

  • Facilitates working sessions with various stakeholders to help drive innovation and process improvement

  • Enhances reporting and communications for stakeholder departments

  • Tracks projects and updates project list on department SharePoint site

  • Conducts benchmarking research on industry best practices

  • Leads process redesign efforts across businesses and functions

  • Documents current state and future state business processes

  • Conducts process analysis in support of development of efficiencies

  • Builds KPI reporting and dashboard for ongoing process analysis and monitoring

  • Prepares findings and presents implementation plans to all levels of management

  • Assists stakeholder department in the preparation of responses to employee innovation suggestions (Ideas In Action, Focus Group feedback)

  • Follows-up and supports the business as needed

  • Other Functions:

  • Other duties as assigned


  • Education -

    • Bachelor's Degree: in Business, Finance, Economics, Mathematics or equivalent field

    • or equivalent work experience

  • Experience -

    • 3-5 years of experience in project management, integration of business processes, systems, or products

    • 3-5 years of experience in a Customer Service function or Servicing function

    • 3-5 years of experience conducting data analysis on processes

    • 3-5 years experience building and reporting key performance or risk indicators

  • Skills & Abilities -

    • Ability to multitask and maintain multiple projects simultaneously

    • Superior communication and organization skills

    • Excellent analytical capabilities including Excel, and relational database skills

    • Detail oriented, organized, and analytical

    • Must relate well to all kinds of people, actively listen, and builds constructive relationships, and support our business partners using diplomacy and tact

    • Exhibit creativity and innovation

    • Demonstrated ability to operate independently with broad general guidance inside defined business objectives

    • Ability to drive projects and activities to successful conclusion, operating with a high sense of urgency

    • Demonstrated proficiency in Microsoft Excel, PowerPoint, SharePoint and Word

    • Conscientious with strict attention to detail

    • Experience with SHAW AR Systems

  • Licenses & Certifications -

    • Lean, Agile, Six Sigma, or Business Process Management Certification


  • Change Orientation - Flexibility:

    • Proficient - Applying and Executing

      • Adapts quickly to change and makes suggestions for increasing the effectiveness of change

      • Appropriately shifts attention and refocuses on new goals as a result of changes in priorities or competing work demands

  • Change Orientation - Support for Change:

    • Proficient - Applying and Executing

      • Understands rationale for change and adjusts schedules and tasks to make things work

      • Anticipates and plans for changes in work schedules and assignments

  • Collaboration - Relationship Management:

    • Proficient - Applying and Executing

      • Knows who to reach out to inside and outside of one’s team to get work done

      • Takes action to enhance working relationships needed to achieve seamless work flow

  • Customer Focus - Customer Satisfaction:

    • Proficient - Applying and Executing

      • Assesses problem situations and initiates effective interventions that result in customer satisfaction

      • Takes time to develop and maintain relationships with customers

  • Customer Focus - Issue Ownership:

    • Proficient - Applying and Executing

      • Addresses customer’s requests, ensures concerns are recorded accurately and action is initiated appropriately

      • Makes extra effort to satisfy customers needs and meet commitments

  • Problem Solving - Problem Identification:

    • Proficient - Applying and Executing

      • Identifies the component parts of a complex situation or problem and the relationship among variables that are not obvious

  • Problem Solving - Solution Definition:

    • Proficient - Applying and Executing

      • Sees through complexity and detail to get to the critical issues at hand

      • Takes into account the wider context within which problems exist

  • Risk Management - Continuous Process Improvement:

    • Proficient - Applying and Executing

      • Proactively works to streamline processes and identify and eliminate redundancies

      • Contributes to the implementation of new methods, policies, processes, procedures, or techniques

      • Independently performs monitoring and testing of processes

  • Risk Management - Knowledge of Risk Management Policies, Regulations, Processes and Procedures:

    • Proficient - Applying and Executing

      • Executes risk management process and procedures without management direction, and demonstrates awareness of expected results

      • Knows the relationship and impact of actions and results

      • Has an understanding of regulations impacting area supported

Working Conditions:

  • Frequently: Minimal physical effort such as sitting, standing, and walking.

  • Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and teardown.

  • Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.

Employer’s Rights:

  • This job description does not list all the duties of the job.  You may be asked by your supervisors or managers to perform other duties.  You will be evaluated in part based upon your performance of the tasks listed in this job description.

  • The employer has the right to revise this job description at any time.  This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

  • Employees desiring consideration should complete an online application, utilizing the appropriate process as subscribed by the posting entity. Employees should provide all pertinent information to support their candidacy.

    To be considered eligible for internal posting, Santander employees must meet all of the following eligibility requirements:

  • Completion of at least one year of active service in Santander.
  • Completion of at least twelve months in current position.
  • Be in “Good Standing.”
  • At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We encourage everyone to apply.

    Please click here to see the full policy -