Business Process Manager at Middlesex Savings Bank – Westborough, Massachusetts

Business Process Manager

US-MA-Westborough

Job ID: 5678
Type: Full Time
# of Openings: 1
Category: IT/Operations - Business Solutions
Westborough Operations Center

Overview

Under the direction of the Director of Business Process Management, the Business Process Manager is responsible for supporting the strategic planning, coordination, and execution of enterprise-wide initiatives focused on process optimization, workflow automation, and operational efficiency. This role includes oversight, enhancement, and governance of the Bank's Customer Document Management System (DMS) platform, Identifi.The Business Process Manager partners closely with leaders across Retail Banking, Commercial Banking, Operations, Compliance, Finance, and other functional areas to identify opportunities for workflow improvement, risk mitigation, and scalable process design. Through structured consultation, process analysis, and stakeholder engagement, the incumbent translates business requirements into sustainable technology-enabled solutions utilizing process re-engineering, automation tools, and intelligent workflow capabilities.A critical component of this role is ensuring that all process enhancements, automation initiatives, and content management solutions align with regulatory requirements, internal control standards, data governance policies, and the Bank's strategic objectives. The Business Process Manager applies disciplined change management and risk assessment practices to ensure audit readiness and compliance integrity.This position serves as a liaison between business units, IT teams, and third-party vendors, coordinating solution design, configuration, testing, validation, and deployment to deliver high-quality and sustainable process improvements. The role also champions standardized process documentation, change control governance, and continuous improvement methodologies to drive operational excellence.Performs all other duties within the scope of expertise to support the highest level of organizational performance and service excellence.

Responsibilities

• Manage the activities of BPM business process analysts. Conducts periodic performance reviews and makes hiring, salary and promotion recommendations. Provides for the ongoing direction and training of staff in developing and implementing plans and objectives.
• Lead and coordinate process improvement initiatives across business units, ensuring alignment with the Banks strategic and operational goals.
• Work closely with the PMO and the Banks business lines on the realization of intelligent and cognitive automation capabilities among other automation innovations.
• Collaborate with business lines to identify opportunities for operational efficiency improvements through reengineering and maximization of automated system capabilities.
• Monitor and report on automation performance, efficiency gains, and process KPIs.
• Act as a change agent leading and educating internal focus groups and training department on business process methodology and best practices, usability, and enhancements to leverage business process solutions.
• Assume lead role in the identification and verification of the automated workflow software solution and the Robotic Process Automation solution. Responsibilities include planning and defining verification strategies, defining acceptance criteria, selection of appropriate test methods, execution of verification tests, and reviewing results.
• Communicate and coordinate efforts of various consultants and vendors. Assist with vendor management, including periodic meetings, issue escalation, invoicing, reporting and tracking of efforts.
• Establish and enforce department service level agreements in consultation with end users to establish problem resolution expectations and timeframes.
• Actively develops, participates, and manages business process project initiatives by following defined project management guidelines established by internal project management office (PMO).
• Assist in the evaluation and development of system/procedures documentation.
• Performs all duties in accordance with prescribed regulatory compliance guidelines and in conformance with established Bank policies, procedures and objectives.
• Insure the integrity and confidentiality of data residing in the Banks information systems in order to maintain and enhance regulatory compliance guidelines
• Support the Director of Business Process Management in departmental planning, budgeting, and prioritization of initiatives.
• Refer service/sales opportunities to other departments or bank affiliates in support of established objectives.
• Performs related and unrelated duties as may be required.

Qualifications

Education

• Bachelor's Degree in Business Administration, Finance, Information Systems, Operations Management, or related field is required
• Master's Degree is preferred

Work Experience

• 5-8 years of progressive experience in business process management, operations improvement, workflow automation, or banking operations is
• 3+ years of management experience overseeing business analysis functions and operational support teams is required
• Prior experience within a regulated financial institution strongly preferred is

Additional Requirements

• Demonstrated work experience in the assessment and documentation of complex manual or automated business processes.
• Proficient with following Microsoft technologies SharePoint, Workflow, SQL Server, Office, and other components of Microsoft technology.
• Understanding of bank operations (e.g., deposits, lending, payments, back office) and how processes impact customers and staff.
• Awareness of regulatory, audit, and information security expectations so that new processes and automations remain compliant.
• Strong theoretical understanding of Robotic Process Automation and Artificial Intelligence concepts.
• Solid project management skills, including: the ability to manage multiple projects simultaneously.
• Excellent organizational, interpersonal and problem-solving skills are necessary.
• Dedicated team player with the ability to communicate effectively with all levels within the company.
• Excellent analytical skills as proven through past success creating, implementing, and executing business process solutions.
• Must have schedule flexibility and be able to work extended hours and weekends.
• Regular travel to bank sites required.

Licenses and Certifications

• Project Management Professional (PMP) certification desired.
• Certified Business Process Professional (CBPP) desired.
• Must have a valid drivers license.

Equal Opportunity Employer, including disability/protected veterans