Director of Service Optimization & Transformation

Orange County's Credit Union; Santa Ana (CA); On-site; USD 126,000 - 157,000; Full time

Benefits offered by this job

Annual discretionary bonus

Educational grants up to $1,000

18 vacation days/year (increases to 21

Job summary

Orange County's Federal Credit Union is seeking a Director of Service Optimization in Santa Ana, CA to establish and lead the organization’s service optimization capability and drive measurable improvements in processes, member experience, and operational efficiency.

This leadership role partners with Operations, Technology, Finance and HR to translate strategy into execution, define objectives, governance, and sustain benefits through disciplined change management.

Qualifications

• Bachelor's degree in Business Administration, Operations, Organizational Development, Management, or related field.
• Seven years of progressive experience in operations, business transformation, process improvement, service optimization, consulting, or a related discipline.
• Three years of leadership experience with responsibility for cross-functional initiatives and/or teams.

Responsibilities

• Leads the organization's Service Optimization capability and establishes a consistent approach to identifying and executing improvement opportunities.
• Translates enterprise priorities into actionable transformation and optimization initiatives.
• Evaluates business transformation requests and opportunities based on strategic alignment, member impact, operational value, risk, complexity, and organizational capacity.
• Maintains visibility into the enterprise transformation and optimization portfolio.
• Identifies opportunities to simplify processes, eliminate unnecessary work, reduce manual activity, improve controls, and enhance the member and associate experience.
• Leads current-state and future-state process assessments and facilitates cross-functional process redesign.
• Develops recommendations, business cases, and implementation approaches for significant transformation opportunities.
• Ensures transformation initiatives have clearly defined objectives, measures of success, owners, and expected benefits.

Skills

Leadership experience

Process improvement

Change management

Cross-functional collaboration

Strategic thinking

Education

Bachelor's degree in Business Administration, Operations, Organizational Development, Management, or related field

Job description

Orange County's Federal Credit Union is seeking a Director of Service Optimization in Santa Ana, CA to establish and lead the organization’s service optimization capability and drive measurable improvements in processes, member experience, and operational efficiency.

This leadership role partners with Operations, Technology, Finance and HR to translate strategy into execution, define objectives, governance, and sustain benefits through disciplined change management.