Director, Process Transformation
The Director, Process Transformation:
- Provides leadership and direction to develop skills and organizational capabilities to achieve business results as well as educate and create awareness of Process Improvement / Transformation methodologies across the Bank.
- Leads a team that employs methods to discover, mine, document, model, analyze, measure, improve, implement, and optimize business processes. The role combines big picture thinking, coupled with small incremental steps to achieve process transformation.
- De-risks and simplifies processes throughout the organization which deal with regulatory actions.
- Works with the Enterprise Risk team to prioritize processes to simplify, then work with a cross-functional team to document current state of prioritized processes, and determine how to remediate through simplification and automation.
- Works closely with product and process owners to understand product and process roadmaps, and deliver solutions which also improve customer and colleague experiences on top of remediating risk within each prioritized process.
- Collaborates closely with Technology partners leveraging technologies to simplify processes while maintaining alignment with our key foundational objectives including our relationship focus and credit quality.
The Director of Process Transformation has experience simplifying and automating processes, and building close relationships with key stakeholders to ensure that the team's effort is aligned with overall corporate strategy.
Position Responsibilities:
Administration
- Prepare kickoff documentation including project scope document, approach, governance, methodology, and timelines.
- Prepare draft information and documentation request list to be obtained from LOB (e.g., existing process maps, technology architecture and roadmap documents, policy documents, procedures, process flows, issues and incidents reports, RCSA, etc.)
- Prepare status updates and monthly Steering Committee reports.
- Prepare ongoing Executive communications documents to share progress and findings with Comerica stakeholders.
Operating Model Design and Oversight
- Analyze existing information and documentation provided by LOB, including existing process flow diagrams, and IT and technology architectural diagrams, policies and procedures, organization charts, governance documentation, reporting.
Operating Model Design and Oversight
- Analyze existing information and documentation provided by LOB, including existing process flow diagrams, and IT and technology architectural diagrams, policies and procedures, organization charts, governance documentation, reporting.
- Conduct process mining to understand the performance of the processes and identify bottlenecks and other areas of improvement.
- Through working sessions with stakeholders, confirm and document current processes and supporting systems, including items such as: calculation methodologies, risk and controls, exception controls/escalation and monitoring practices, end-to-end activities, and 3rd party involvement.
- Document observed "pain points" gathered through working sessions.
- Document gaps in end-to-end process maps ("breaks").
- Review Comerica Bank Risk Appetite, Risk Metrics, Limits and Thresholds.
- Overlay the end-to-end process maps with assessment of gaps in risk and control matrix (RCM) for the following:
- Design of current processes and related controls.
- Systems support for end-to-end processes.
- Governance and interaction models.
- Product risk and incident management processes and incident reporting capabilities.
- Other scope and criteria determined in the kickoff scope document.
- Prepare draft documents containing current state observations and gap assessment regarding the design of processes and supporting technology and people. Seek review and feedback.
Process Transformation Strategy
- Observe, review, collaborate with and analyze collagues and end users of processes in scope through user research, colleague SME meetings, usage data and market landscape to ensure alignment of innovation efforts with overall digital strategy.
- Integrates risk management product requirements (working together with risk managers) to reduce reliance on manual process steps and controls.
- Gathers user requirements across key stakeholders and translate them into user stories and acceptance criteria for their team; writes new user stories.
- Sets ambitious and clear process and product vision and communicate it effectively to stakeholders, the team, and the rest of the unit.
- Identifies, designs and advocates for initiatives to contribute to the achievement of major process and product goals.
Execution, Delivery and Monitoring
- Remediate risks in partnership with the LOB.
- Oversee the resulting end-to-end Process improvements by the LOB and provide assistance when required.
- Monitor and document process changes and measure improvements in efficiency and identify any new bottlenecks.
- Partner with key stakeholders to optimize the solution and achieve a high adoption rate.
- Own the end to end delivery on business outcomes (from inception to production).
- Participates in sprint meetings as required.
- Tracks and measures product progress.
- Ensures value delivery.
- Makes feature tradeoffs and sprint decisions.
- Oversees budget assigned to the journey.
- Helps define success metrics and manage KPIs critical to the product platform success.
- Leads the new factory of process simplification to overall success
Partnership
- Collaborate with stakeholders to ensure product vision aligns within business strategy and requirements including but not limited to Enterprise Risk, Retail, Commercial Bank, Credit, Retail, Risk and Compliance, Technology and Operations, Human Resources.
- Works with multiple teams to understand the requirements and constraints for building the product.
- Clearly communicates the requirements to the team.
- Gives feedback to the development team.
- Coaches development and design teams with detailed guidance during the process and product development
Leadership and People Management
- Assign workload reflecting the team members skill set and experience with an eye toward cross training, development, and timely and quality task completion.
- Lead, coach and manage team members; develop team to consistently deliver programs and the related systems with quality, on time and within budget.
- Manage personnel processes for employees, including selection, training, performance management, compensation, disciplinary actions, talent management, development, and retention.
- Lead the team's efforts related to diversity and inclusion.
Position Qualifications:
- Bachelor's degree from an accredited university in Business, Finance, or another related field OR 6 years of experience in Business strategy, Change and/or Process Improvement
- 10 years of experience in leading enterprise level business process transformation initiatives with the proven ability to assess situations, align and understand company goals and adept at translating strategy into execution. Strong focus on building processes to enhance and optimize the Customer Experience.
- 8 years of experience in analyzing, designing and changing business processes
- 8 years of experience in Business Process Management applications (iGrafx, Pega, Bizagi, Signavio, etc.)
- 8 years of experience in Agile methodologies and leading agile projects
- 7 years of experience in creating, communicating and 'selling' compelling strategies at all levels of the organization. Highly effective at building, nurturing, and leveraging relationships
- 5 years of experience in managing others including leading and motivating large diverse teams
Preferred Qualifications:
- Master's degree from an accredited university
About Comerica
We know our employees are critical to our overall success and we are dedicated to investing in their future. One of the ways we do this is to offer a comprehensive Total Rewards package designed to recognize and reward individual performance, as well support health, well-being, development and security for our colleagues and their family. Total Rewards consists of cash compensation, development and flexible benefit programs designed to meet individual needs today and in the future. Your salary will be commensurate with your work experience and our programs are reviewed regularly to ensure each remain competitive. We are proud to offer benefits such as health and welfare programs, strong retirement benefits, and generous paid time off programs. You and your eligible family members, including domestic partners and their children, can participate in medical, dental, and vision benefits, 401(k) and pension, income protection benefits such as life insurance, AD&D, and supplemental health programs to offset unexpected health care expenses. We also have a variety of time off programs for things like vacation, sick time, disability, and parental leave. Eligibility for some programs varies based on employment status and tenure.
Upon offer, Comerica conducts a comprehensive background and fingerprint check.
NMLS certification requirement: where applicable, a favorable background check screening, credit check, fingerprint check, and NMLS certification is required in accordance with the SAFE Act.
Comerica Incorporated (NYSE: CMA) is a financial services company headquartered in Dallas, Texas, and strategically aligned into three major business segments; the Commercial Bank, the Retail Bank, and Wealth Management. Comerica's colleagues focus on relationships, and helping people and businesses be successful. In addition to Texas, Comerica Bank locations can be found in Arizona, California, Florida and Michigan, with select businesses operating in several other states, as well as in Canada and Mexico.
Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.
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Comerica Bank
life insurance, parental leave, paid time off, sick time, 401(k)
Mar 21, 2025