AVP, Process Excellence

American Eagle Financial Credit Union Incorporated•East Hartford, CT

About The Position

The Assistant Vice President, Process Excellence supports the vision, leadership, and management of the Credit Union’s quality and continuous improvement initiatives. This role drives strategic planning, organization, and coordination of the Process Excellence function to ensure consistent quality practices across the organization. The AVP helps lead corporate-wide initiatives that improve member loyalty, increase efficiency, and strengthen work processes. This role contributes to creating a culture of quality that supports optimal business outcomes. This job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

This role requires Subject Matter Expertise and the ability to provide mentorship, guidance and training to other team members.
While this level of expertise will generally be attained with a minimum of eight years in a previous continuous improvement role and Bachelor’s degree.
Ability to read analyze and interpret a variety of business correspondence
Ability to work with mathematical concepts and calculations
Knowledgeable in the use of General Office Equipment
Exhibit Keyboard Dexterity
Lift/Carry up to 25 lbs. (if applicable)
Ability to travel (if applicable)
Prolonged sitting and/or standing
Moderate noise level

Nice To Haves

Six Sigma Black Belt, Lean Practitioner, or other advanced process improvement certification.

Responsibilities

Develops and implements Process Excellence strategies, philosophies, and objectives to help advance a quality culture.
Helps build organization-wide alignment around efficiency, quality, and continuous improvement of work processes.
Develops and deploys Process Excellence programs including: process improvement initiatives, training tied to leadership curriculum, member loyalty analysis, workflow measurement, performance standards, operational results measurement, culture and quality assessments, and communication of the quality vision.
Partners with Enterprise Analytics in the creation and maintenance of quality measurement systems aligned to the balanced scorecard to increase member loyalty and build efficiencies.
Assists in developing and educating the workforce on quality standards, measurement tools, and continuous improvement methods (EPIC).
Designs and facilitate process management training for all team members at all levels of leadership across the organization.
Lead enterprise‑level change initiatives tied to process improvement efforts, ensuring alignment with strategic goals, regulatory expectations, and member‑experience priorities across all functional areas.
Proactively identifies and addresses sources of resistance by engaging stakeholders at all levels, using data‑driven insights, coaching, and targeted change interventions to facilitate smooth transitions and sustainable behavior change.
Develops and executes comprehensive communication, training, and adoption plans to ensure process changes are clearly understood, effectively implemented, and measured for long‑term success.
Partners with department managers to analyze and document workflow and job responsibilities to enhance member satisfaction, operational effectiveness, efficiency, and sales support.
Foster a culture of continuous improvement within the organization.
Stays updated with the latest Six Sigma and Lean trends, tools, and best practices.
Manages subordinates team members and provides guidance consistent with Credit Union policies and applicable laws. Assists in interviewing, hiring, coaching, developing employees, assigning work, evaluating performance, and supporting career development. in Process Excellence. Responsible for the overall direction, coordination and evaluation of these individuals.