Director of Business Processes

NCS Credit•Cleveland, OH

About The Position

The Director of Business Processes drives organizational scalability and operational effectiveness by leading process improvement initiatives across NCS Service groups. The role establishes and maintains the Business Process Management framework, identifies opportunities to eliminate inefficiencies, and uses process redesign, automation, and AI to increase capacity and productivity. Working closely with business and technology leaders, the Director improves workflows, enhances customer and employee experiences, and enables sustainable growth through measurable operational improvements. The role reports to the Chief Operations Officer and is part of the Operations department. It is classified as exempt.

Requirements

At least 5 years of relevant experience in process improvement, business analysis, operational excellence, or operations management.
At least 2 years of experience supervising a team of analysts.
Demonstrated experience with process mapping, root cause analysis, requirements development, cross-functional implementation, and performance measurement.
Experience building business cases, ROI analyses, or capacity models to support investment decisions.
Strong systems thinking and an end-to-end process perspective.
Strong business acumen focused on capacity, revenue, and customer outcomes.
Leadership, coaching, delegation, and accountability skills.
Cross-functional collaboration, facilitation, and influence skills.
Analytical problem-solving and root cause identification skills.
Understanding of automation, AI, and process optimization.
Clear communication and process documentation skills.
Strong prioritization, execution, and attention to detail.
Ability to present information clearly and communicate effectively, verbally and in writing, to management, clients, attorneys, and other staff members.

Nice To Haves

Bachelor’s degree in business, operations, industrial engineering, information systems, or a related field; an equivalent combination of education and demonstrated experience will be considered.
Lean, Six Sigma, business analysis, or project management certification.

Responsibilities

Lead process improvement projects from design through implementation, adoption, and ongoing optimization.
Manage and develop the Operational Business Analyst team, focusing on measurable business outcomes and organizational impact.
Lead initiatives to simplify, standardize, automate, and redesign processes to increase organizational capacity and operational efficiency.
Identify and eliminate waste, duplication, bottlenecks, manual work, and other non-value-added activities.
Improve end-to-end client and employee workflows to support revenue growth, service excellence, and scalable operations.
Ensure processes, documentation, and controls support consistent execution, training, automation, and growth.
Establish and maintain NCS's Business Process Management framework, process inventory, standards, and documentation.
Define process ownership, accountability, workflows, decision points, and performance expectations across operations departments.
Analyze process performance, risks, and maturity levels; prioritize and implement improvement opportunities.
Maintain Confluence as the source of truth for process documentation and governance.
Identify and implement opportunities to leverage automation, AI, workflow redesign, and system integrations.
Translate business process requirements into technology, automation, and AI solutions.
Develop business cases, ROI analyses, and improvement roadmaps aligned with strategic priorities.
Establish KPIs, controls, and success metrics; measure and communicate the impact of process improvements.