We are looking for a Sr. Director, Operations Efficiency that understands (or can learn quickly) the impactful role Operations plays in customer experience, and is passionate about improving that experience through improvement of tools, people, and processes! This essential role is dedicated to optimizing processes throughout the multiple lines of businesses represented in Operations through standardization of tools, service delivery and processes (where applicable) and for driving improvements in service delivery through oversight of the Quality Management System. They will proactively own the improvement of operational processes within Workforce Solutions (WS) Operations, particularly focused on improvement in both customer experience and operational efficiency. The successful candidate will be experienced and motivated, with a strong sense of urgency and ownership of outcomes.
This role will work closely with the VP of Operations Excellence –delivering against high expectations, and re-prioritizing resources to ensure that multiple concurrent deadlines are all met. The incumbent will lead a team of employees responsible for ensuring continued functionality of existing tools/infrastructure, quality improvement, and effectively communicating and tracking KPIs for all interventions (including completion of business cases where financial investment is needed). They will also partner with multiple WS teams to develop, coordinate, and evaluate project plans specific to prescribed Optimization Interventions. The ideal candidate will have an in-depth understanding of Operations, and will be responsible for conducting business analysis, scope preparation, and for ensuring that interventions fully meet the needs of Operations.
The successful candidate will be accountable for developing and maintaining working knowledge of all lines of businesses within Operations, developing optimization pipelines within each line of business, and for developing and maintaining professional relationships with stakeholders to partner on and to influence future directions. The incumbent must be able to effectively manage the impact to the broader organization, be detailed-oriented and able to influence and communicate effectively across all levels of the enterprise.
The selected candidate must have a passion for excellence and value education, integrity, innovation, and success. The incumbent will also have a demonstrated track record of optimization success within a large and heavily matrixed environment.
Who is Equifax?
At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence.
We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.
The Perks of being an Equifax Employee?
We offer excellent compensation packages with market competitive pay, comprehensive healthcare packages, 401k matching, schedule flexibility, work from home opportunities, paid time off and organizational growth potential.
Grow at your own pace through online courses at Learning @ Equifax.
What You’ll Do:
Gathering data from disparate sources, making sense of it, and using it to understand a problem or illustrate a point; Establishing KPIs for a new team, tracking them, and reporting against them to multiple layers of management for several different teams
Learn and understand the lines of business within Workforce Solutions Operations, and the needs of our customers so you support operations teams in optimizing their quality and performance: Applying your knowledge of Quality Management systems and Process Improvement within an Operations environment to increase quality while reducing costs/waste
Responsible for creating, developing, updating, and communications to key stakeholders on multiple concurrent optimization efforts; Work with clients, vendors, and internal stakeholders on gap analysis and other forms of business analysis to ensure that scoping and process documentation are produced accurately and efficiently
See optimization projects through to ensure that all features and phases of the project are fully realized, and that iterative tweaks and improvements are continuously sought; Explore commercial opportunities to prototype and launch new approaches to solve customer problems in WS Operations
Maintain accountability for multiple teams of employees and their results in a high-performing operations environment; Partners across Operations to drive progress in optimization initiatives – always advocating for our agenda as opposed to being a passive recipient
Acts as the liaison between the team, leadership, and other key stakeholders and partner with Operations Excellence to create and/or update all process documentation (process diagrams/documentation, policies, procedures, etc.)
Builds and maintains strong partnerships with direct reports, stakeholders, peers, and leaders because this person understands that they will need to influence others in order to be successful; Takes ownership of documenting issues and risks around timeline and deliverables – and escalating to leadership, as appropriate
Qualifications:
Bachelor’s degree in management, quality, process improvement, data management, or other related field
5+ years of experience optimizing Operations teams and achieving successful results through others (direct people management) in operations or operational support roles
Must currently reside in or be willing to relocate to the St. Louis, Missouri area
5+ years of experience producing process documentation
Extra Points for any of the Following:
Understanding, analyzing, and telling stories through data will be a key objective and determinant of success, with experience using Tableau as a plus
Previous experience redesigning a QMS and ISO 9000 certification
Experience with Noble Dialer or Workfront are a plus
Ability to learn quickly, incorporate best practices, and to take on many roles in a growing environment
Enthusiastic, self-motivated, high energy, and maintains positive attitude
Stays current in local/regional Quality Management, Process Improvement, or Operations guilds to understand competition and talent sources
A passion for coaching and mentoring both inside and outside of professional endeavors
Proven leadership skills with the ability to multi-task, delegate, and prioritize tasks – notably balancing and prioritizing multiple concurrent work streams.
Demonstrated mastery working with internal stakeholders solving complex problems
Ability to evaluate risks and define approaches for managing issues, including budgetary and financial risks
Incumbent will create and execute business cases to obtain funding that is not already allocated
Ability to build consensus and manage expectations with stakeholders in terms of action items, deadlines, scope, and deliverables.
Demonstrated ability to work effectively in a fast-paced, high volume, deadline-driven environment.
Excellent verbal and written communication, interpersonal, conflict resolution, and customer service skills.
Able to break down complex issues into manageable chunks that users and clients can understand as a part of internal and external communications to resolve issue/barriers
Able to effectively manage concurrent tasks while also effectively leading team members
Able to understand team dynamics and mediation skills to guide team members in building strong partnerships to accomplish goals
Demonstrated success identifying, recruiting, developing, and retaining top talent
Holds team accountable for delivering against priority tasks with established levels of quality and speed
Ability to gather data from disparate sources, make sense of it, and use it to understand a problem or intervention outcome
Success Attributes of an Equifax employee; does this describe you?
Accountability
Bravery
Curiosity
Bias toward action
Organized
High levels of autonomy and self-direction
Collaboration
Think and act differently
Trust
Ownership
Decide-Execute-Review
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!
Primary Location:
USA-St. Louis-Rider Trail
USA-OH-Columbus-Mill Run Drive
Function:
Function - Project, Program and Process Management
