Senior Associate - Business Process Quality

Atlantic Union Bank Careers • Rockville, MD

12d

About The Position

The Business Process/Service Quality area enhances and maintains the quality of organizational business processes and services. The work focuses on developing, identifying, analyzing, and improving general business processes, particularly back-end processes not related to manufacturing. This includes applying process definition, improvement, and design methodologies to improve quality, reduce costs, increase efficiency and productivity, and increase customer satisfaction.

The role applies advanced knowledge typically gained through education and work experience. It manages projects or processes independently with limited supervision, coaches and reviews the work of lower-level professionals, and handles difficult and sometimes complex problems. Other duties may be assigned.

Requirements

• Bachelor's degree required; an equivalent combination of education and experience may be considered.
• Typically requires 5–6+ years of prior experience.
• In-depth knowledge of the job area.

Responsibilities

• Analyze existing processes to identify inefficiencies.
• Develop and implement process improvement initiatives.
• Monitor service delivery to ensure compliance with quality standards.
• Conduct customer satisfaction assessments.
• Train staff on best practices for service quality.
• Collaborate with cross-functional teams to optimize workflows and improve service performance.
• Develop documentation supporting analysis and improvement, including business requirements, functional specifications, process maps, and gap or problem analysis.
• Plan and implement quality assurance and compliance processes.
• Support the development of training and change management materials and activities for new processes and procedures.
• Manage projects or processes independently with limited supervision.
• Coach and review the work of lower-level professionals.
• Perform other duties as assigned.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability coverage
• Paid time off
• 401(k) retirement savings plan
• Wellness resources
• Certain positions may be eligible for incentive compensation, bonuses, or other variable compensation, subject to applicable plans and performance criteria.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior