Director of Business Processes

Ncscredit; Cleveland (OH); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Revenue sharing

Flexible culture

Award-winning workplace

Competitive pay & benefits

Growth opportunities

Job summary

NCS Credit is seeking a Director of Business Processes to scale operations and drive measurable efficiencies across service groups. You will lead process improvements, establish and govern a BPM framework, and partner with business and technology leaders to leverage automation and AI for capacity growth.

This role focuses on eliminating waste, standardizing processes, and delivering tangible improvements in customer and employee experiences, with clear performance metrics and ROI analyses.

Qualifications

• Bachelor’s degree in business, operations, or related field.
• 5+ years in process improvement or operations management.
• 2+ years supervising analysts.
• Experience mapping processes and performance measurement.
• Lean, Six Sigma, or project management certification preferred.

Responsibilities

• Lead process improvement projects from design through implementation.
• Manage and develop the Operational Business Analyst team.
• Automate and redesign processes to increase capacity.
• Identify waste and bottlenecks in operations.
• Improve end-to-end client and employee workflows.
• Maintain BPM framework, standards, and documentation.
• Define ownership, workflows, and KPIs across operations.

Skills

Process improvement

Lean Six Sigma

Business analysis

Leadership

Cross-functional collaboration

Automation & AI

Education

Bachelor's degree in business or related field

Tools

Confluence

Job description

Description

NCS Credit is the leader in providing credit professionals throughout the U.S. and Canada with proactive solutions to secure receivables, minimize credit risk, and improve profitability.

Why NCS Credit?

We're big enough to provide stability, resources, and exciting opportunities, yet small enough that every employee has a voice and can make a real difference. We are a TEN-year Top Workplace award winner! Watch our "Join the Team" video https://youtu.be/HqKnRsk5mzQ and be part of the #1 Notice/Lien Service in the country!

• Make a Visible Impact
• Growing Company. Small-Company Feel.
• Award-Winning Culture
• Work-Life Balance Matters

What You'll Find at NCS Credit

• A collaborative, supportive team environment
• Leaders who value new ideas and fresh perspectives
• Meaningful work that helps businesses succeed
• Professional growth and development opportunities
• Competitive compensation and benefits
• Revenue sharing program
• Flexible, employee-focused culture
• An award-winning workplace where people enjoy coming to work

Ready to Become a Credit Ally?

If you're energized by the opportunity to contribute, grow, and be part of a company where your work truly matters, we'd love to hear from you.

Requirements

Reports To: Chief Operations Officer

Department: Operations

FLSA Status: Exempt

Job Summary: The Director of Business Processes drives organizational scalability and operational effectiveness by leading process improvement initiatives across NCS Service groups. This role establishes and maintains the Business Process Management framework, identifies opportunities to eliminate inefficiencies, and leverages process redesign, automation, and AI to increase capacity and productivity. Working closely with business and technology leaders, this position improves workflows, enhances customer and employee experiences, and enables sustainable growth through measurable operational improvements.

Essential Responsibilities:

• Lead process improvement projects from design through implementation, adoption, and ongoing optimization.
• Manage and develop the Operational Business Analyst team, ensuring focus on measurable business outcomes and organizational impact.
• Lead initiatives to simplify, standardize, automate, and redesign processes to increase organizational capacity and operational efficiency.
• Identify and eliminate waste, duplication, bottlenecks, manual work, and other non-value-added activities.
• Improve end-to-end client and employee workflows to support revenue growth, service excellence, and scalable operations.
• Ensure processes, documentation, and controls support consistent execution, training, automation, and growth.
• Establish and maintain NCS's Business Process Management framework, process inventory, standards, and documentation.
• Define process ownership, accountability, workflows, decision points, and performance expectations across the operations departments.
• Analyze process performance, risks, and maturity levels; prioritize and implement improvement opportunities.
• Maintain Confluence as the source of truth for process documentation and governance.
• Identify and implement opportunities to leverage automation, AI, workflow redesign, and system integrations.
• Translate business process requirements into technology, automation, and AI solutions.
• Develop business cases, ROI analyses, and improvement roadmaps aligned with strategic priorities.
• Establish KPIs, controls, and success metrics; measure and communicate the impact of process improvements.

Competencies:

• Systems thinking and end-to-end process perspective.
• Strong business acumen with focus on capacity, revenue, and customer outcomes.
• Leadership, coaching, delegation, and accountability.
• Cross-functional collaboration, facilitation, and influence.
• Analytical problem-solving and root cause identification.
• Understanding of automation, AI, and process optimization.
• Clear communication and process documentation skills.
• Strong prioritization, execution, and attention to detail.

Education, experience, certifications:

• Bachelor’s degree in business, operations, industrial engineering, information systems, or a related field preferred. An equivalent combination of education and demonstrated experience will be considered.
• 5 or more years of relevant experience in process improvement, business analysis, operational excellence, or operations management.
• Two or more years of experience supervising a team of analysts.
• Demonstrated experience with process mapping, root cause analysis, requirements development, cross-functional implementation, and performance measurement.
• Experience building business cases, ROI analyses, or capacity models to support investment decisions.
• Lean, Six Sigma, business analysis, or project management certification preferred.

Physical and mental demands:

• Frequent typing and use of keyboard/mouse
• Near visual acuity
• Ability to present information clearly and communicate effectively, both verbally and in writing, to management, clients, attorneys, and other staff members
• Prolonged sitting while viewing a computer monitor

NCS Credit is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable law.

In accordance with the Americans with Disabilities Act (ADA), NCS Credit provides reasonable accommodations to qualified individuals with disabilities. If you need assistance or an accommodation during the application process, please contact [e-mail]