Advantage IQ/Spokane, WA
Director, Process Improvement & Expense Management
The Director, Process Improvement will lead and manage a team with responsibility for identifying and driving process and quality improvement initiatives, which result in operational efficiencies, technology advancements, and continuous improvement of services provided by the Expense Management department. Through continual assessment and review of existing procedures, technologies, and business analytics the position will also develop and implement quality assurance initiatives and training standards and programs, to successfully support and assist the company’s Expense Management Solutions department in achieving key business objectives.
â€¢ Develop and lead business analytics function to monitor and seek improvement on business metrics and client value associated with service offerings such as client savings, late fee trends, service interruptions, client satisfaction, data integrity and processing times
â€¢ Develop and continually improve training standards and programs to establish and build employee domain knowledge and technical proficiency. Identify and integrate industry-leading training programs to promote best-in-class expense management services.
â€¢ Guide and build quality assurance initiatives for expense management, which provide measurable and quantifiable results to assist with performance management, training program development, and continuous process improvement.
â€¢ Design and manage a data validation initiative to actively seek out, and make necessary adjustments and improvements to, collected and reported data.
â€¢ Support client management team for client specific data review and improvement opportunities.
â€¢ Act as a primary liaison to IT for establishing and developing business requirements, scope management, business case justification and project prioritization for expense management technology initiatives. Identify and drive technology advancement needs in support of key business objectives keeping up to date on industry leading technological advancements.
â€¢ Lead efforts for development of, and provide implementation support for, operational standard processes to help drive consistency, accuracy and efficiency.
â€¢ Provide technical writing support for SOP’s, online expense management help systems, and client documentation for expense management processes.
â€¢ Assist in annual budget development and ongoing re-forecasting activities related to responsible operational expenses.
â€¢ Promote leadership development, and act as a mentor for team managers and other supervisory staff. Establish and promote leadership qualities that support seamless communication and teamwork within the delivery teams, in the pursuit of establishing a cohesive culture and in support of delivery excellence. Responsible for development of a team which holds principle accountability for technology advancement.
â€¢ Maintain leadership standards that foster teamwork by promoting continuous improvement, soliciting suggestions and new ideas, and encouraging the exchange of information with all employees throughout the company.
â€¢ Partner with Human Resources regarding all aspects of staffing and workforce planning, development of staff, evaluating performance and recommending salary adjustments. Responsible for disciplinary actions up to and including termination.
â€¢ Continuously strive to build employee engagement and motivation for client service and the success of the business. Recognize and celebrate department and individual accomplishments. Model a strong client service commitment philosophy.
â€¢ Minimum of seven years management experience within a customer service and/or production-focused organization with a focus on process and technology improvement, and service quality.
â€¢ Must be results driven with strong leadership aptitude and ability to develop and maintain a high functioning team. Solid leadership principles, a high degree of integrity, and a collaborative work style are required.
â€¢ Knowledge of company objectives as well as service deliverables, and in-depth understanding of Advantage IQ’s full suite of services, including utility/telecom/waste expense and energy management and external client reporting tools are required.
â€¢ Models a strong client service orientation.
â€¢ Demonstrated initiative and competency in identifying, developing and implementing best-in-class operational procedures, quality assurance initiatives, training programs, continued process improvement and leading technology advancement
â€¢ Must be a skilled communicator, both in written form and through verbal interactions.
â€¢ Excellent planning, organizational, decision-making and interpersonal skills.
â€¢ A bachelor’s degree in business administration, accounting, or other related field preferred.
â€¢ Other combinations of education/experience may be considered.
Advantage IQ Information
Our salaries are competitive and commensurate with experience. We are a performance-based culture and have a goal-based incentive program and generous employee benefits. Our comprehensive benefit package includes medical, dental, vision insurance, life, AD&D and short- and long-term disability insurance. We also offer flexible spending accounts and 401(k) with a generous employer match.
Advantage IQ is an equal opportunity and affirmative action employer. All qualified applicants will be considered without regard to age, race, color, national origin, ancestry, sex, sexual orientation or preference, religion, marital status, citizenship, veteran status, or physical or mental disability.
To learn more about Advantage IQ and to apply online, please go to: http://www.advantageiq.com/…abid/69/Default.aspx.
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