Advisor, Customer Intelligence & Operations (OpEx / Process Improvement)

Oriental Bank; San Juan (PR); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Oriental Bank seeks an Advisor, Customer Intelligence (Process Improvement) to lead data-driven process enhancements in our OpEx program. You will map current/future states, analyze data, and drive cost and quality improvements across operations.

You will collaborate with SMEs and stakeholders, ensuring timely execution and regulatory alignment while supporting audits and changes. Bilingual English/Spanish required.

Qualifications

• Bachelor's degree in a related field required; relevant certifications preferred.
• Experience in process improvement or re-engineering is required (1+ year).
• Strong analytical and data-driven mindset with Lean/Agile exposure.
• Excellent communication and ability to influence at all levels.

Responsibilities

• Conduct shadowing and SME interviews to map current/future end-to-end processes.
• Gather/analyze data to identify trends, bottlenecks and strategic solutions.
• Track initiatives, measure impact including cost savings and quality gains.
• Communicate progress and results of improvement initiatives.
• Manage strategy implementations for process and resource optimization.
• Ensure compliance with goals, controls and regulatory requirements.
• Collaborate with cross-functional teams to align actions and decisions.
• Identify metrics to monitor operational process performance.
• Align personnel, time, effort, and budgets with revenue and growth goals.
• Other duties as assigned.

Skills

Lean Six Sigma

Stakeholder communication

Data analysis

Presentation skills

Analytical problem solving

Bilingual English/Spanish

Education

Bachelor's degree in Industrial Engineering, Business Admin, Finance or related

Tools

PowerBI

Excel

PowerPoint

Outlook

Job description

With the purpose of evolving Oriental's Operational Excellence (OpEx) strategy, the Advisor, Customer Intelligence (Process Improvement) plays a key role in assessing processes conducted under the Customer Intelligence & Operations structure and driving continuous improvement across the organization. Under the guidance of the Team Lead or Manager, is responsible of conducting data-driven approaches to identify areas of improvement, ensure resources (employees and systems) are used in an efficient way, and develop strategies that will lead to optimized processes. This includes evaluating parameters (key performance metrics) and procedures to provide recommendations for an efficient and productive ecosystem.

As part of this role, the employee should align with internal business stakeholders and create partnerships within our organization to attend identified opportunities and eliminate non-value-added processes. Moreover, should ensure that internal controls are maintained in accordance with regulatory requirements, that the unit’s operations are properly monitored, and able to support in audits and regulatory changes requirements. The position works hybrid and reports to San Juan, Puerto Rico.

MAIN DUTIES & RESPONSIBILITIES:

• Conduct shadowing and interviews with Subject Matter Experts (SMEs) to map current state /future state of end-to-end processes.
• Gather and analyze relevant data from various sources, apply statistical concepts and analytical tools to identify trends, bottlenecks, and synthesize insights that lead to strategic solutions that attend business problems.
• Keep track of process improvement initiatives, ensuring they are completed on time, and measure the impact of process improvements (including cost savings and quality enhancements).
• Communicate improvement initiatives progress and results
• Manage implementation of strategies that will result in process and resources optimization (cost reduction), ensuring quality and timeliness deliverables.
• Ensure recommendations and implementations meet with established goals and comply with operational and regulatory requirements.
• Collaborate with cross-functional teams and managers to ensure alignment and deliver a narrative to influence action on key business decisions to implement changes.
• Evaluate and identify metrics to keep track of operational process performance.
• Will ensure that people, time, effort, resources, and budgets, are aligned with the revenue, increase in customers, innovations, business growth, market opportunities, and profits to meet banks goals with efficient operations while meeting customer expectations.
• Other duties may be assigned.

MINIMUM REQUIREMENTS:

• Bachelor's degree in Industrial Engineering, Business Administration, Finance, or related field required.
• 1+ years of experience in process improvement, re-engineering efforts or related work required.
• Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
• Understands project management framework and lean methodologies.
• Preferred certifications: Lean Six Sigma, Project Management, Scrum or Agile
• Excellent communication, interpersonal and presentation skills; with the ability to influence others.
• Strong analytical and proactive problem-solving skills.
• Able to collaborate with a team effectively at all levels of an organization with a deep commitment to strong business results.
• Organized with strong attention to detail and the ability to maintain accuracy in a fast-paced environment.
• Capable of recognizing redundancies within processes across the organization and recommending a new course of action.
• Excellent written and verbal communication skills in English and Spanish with a demonstrated ability to communicate complex ideas clearly, concisely, effectively at all levels of management.
• Experience in the use of Office 365 tools such as: Excel, Word, PowerPoint & Outlook & PowerBI or related data visualization tool required.

WORK AUTHORIZATION & ELEGIBILITY:

• Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
• Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)