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

Oriental Bank; United States; Hybrid; USD 80,000 - 110,000; Full time

Job summary

Oriental Bank is seeking a Customer Intelligence Advisor focused on process improvement to drive efficiency across the Customer Intelligence & Operations structure. The role involves mapping processes, analyzing data, and delivering strategic recommendations under supervision, with collaboration across stakeholders and adherence to regulatory controls.

Hybrid work is available and the position reports to the San Juan, Puerto Rico team.

Qualifications

• Bachelor’s degree in Industrial Engineering, Business Administration, Finance or related field required.
• 1+ years of experience in process improvement or related work required.
• Excellent communication, interpersonal and presentation skills; ability to influence others.

Responsibilities

• Map current and future state of end-to-end processes through shadowing and SME interviews.
• Analyze data to identify trends, bottlenecks, and strategic improvement opportunities.
• Monitor initiatives, measure impact (cost savings, quality improvements), and ensure alignment with regulatory requirements.

Skills

Analytical thinking

Communication skills

Collaboration

Bilingual English/Spanish

Education

Bachelor's degree in Industrial Engineering, Business Administration, or Finance

Tools

Office 365

Excel

Word

PowerPoint

Outlook

PowerBI

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) Recruitment Privacy Statement Compliance Posters #LI-Hybrid

This may be the opportunity to change your life and take your career to the next level. Oriental is a great place to work, grow and develop. Each employee is key in the company's success. Our team consists of an excellent group of people and we believe you could be one of them. We offer you the opportunity to work and be part of an organization that is dedicated to progress. We offer diverse employment opportunities that go from internships to executive positions. We recognize that our employees are the most important asset of our company, which is why we foster an environment of collaboration, based on trust and mutual respect. Our selection process promotes equal employment opportunity and does not discriminate on grounds of sex, color, age, social status, religious beliefs, veteran status or disability.

Included is reference material including our recruitment privacy policy and any relevant labor laws we abide to: Compliance_Posters / Labor Laws Recruitment Privacy Policy Statement

Esta puede ser la oportunidad que cambie tu vida y lleve tu carrera profesional a otro nivel. Oriental es un gran lugar para trabajar, crecer y desarrollarse. Cada empleado es nuestro factor clave en el éxito de la compañía. La mejor gente del mundo trabaja aquí y creemos que podrías ser uno de ellos. Oriental te ofrece la oportunidad de trabajar y ser parte de una organización que se dedica al progreso. En Oriental ofrecemos diversas oportunidades de empleo, que van desde internados hasta puestos directivos. Reconocemos que nuestros empleados son el activo más importante de nuestra compañía, es por esto que fomentamos un ambiente de colaboración, basado en la confianza, el respeto mutuo, al valorar las diferencias de cada empleado. Nuestro proceso de selección es uno que promueve la igualdad de oportunidades en el empleo y no discrimina por razón de sexo, color, edad, condición social, creencias religiosas, condición de veterano o incapacidad.

A continuación material de referencia incluyendo nuestra política de privacidad y leyes laborales aplicables: Afiches de Cumplimiento/ Leyes Laborales Política de Privacidad de Reclutamiento