Description

Position at The Pasha Group

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Job Summary
The Process and Systems Analyst monitors operational adherence to established processes and work flows, develops process documentation, and provides metrics reporting against key performance indicators (KPI) to support management and process improvement.

Primary Objectives

• Monitors and assesses process adherence.
• Provides regular KPI reporting to managers and supervisors.
• Contributes to process design and continuous improvement.
• Publishes and maintains process and workflow documentation, flow charts, and job aids.

Duties and Responsibilities

• Champion projects to drive quality improvements; Use understanding of systems and processes to anticipate and prevent problems and errors through process enhancement and system-based and process-based controls.
• Manage SSC CAPA (Corrective Action Preventative Action) program; Lead and participate in root-cause-analysis and investigation of service and process problems; Identify appropriate corrective action and/or follow-up as required.
• Function as point of contact for testing/implementing new system functionality.
• Assist management team with employee training to ensure quality of work is maintained.
• Support management teams with process adherence information and feedback to assist in definition and improvement of standards, processes, and procedures.
• Maintain updated documentation of business processes and policies.
• Support implementation and communication of new and updated processes and workflows.
• Prepare and provide KPI and related metrics reporting.
• Measure and assess adherence to established processes through audit, direct observation, and evaluation of processing outcomes.
• Perform regular audits of each SSC site to ensure compliance with SSC management standards.
• Analyze site practices against Management Operating System (MOS).
• Identify trends, process challenges, and need for additional associate training, job aids or clarification.
• Communicate audit progress and findings by preparing reports and providing information in meetings.
• Validate and maintain accurate, timely, and thorough records in proprietary databases.
• Recommend improvements in internal control structure.
• Support the Company's goals and objectives at all times and in all transactions with internal and external customers.
• Other duties as assigned.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• Bachelor's degree or equivalent combination of related experience and coursework required

Work Experience

• 5+ years of progressively responsible experience in a high volume processing environment. required
• Experience with data management, process improvement, and data quality/audit and associated reporting. required

Required Knowledge, Skills and Abilities

• Proficiency with use of intermediate to advanced functionality of proprietary/specialized operations and/or CRM software systems preferred.
• Effective communication practices with solid verbal, written and listening skills.
• Excellent problem solving, analysis, and research skills.
• Ability to communicate effectively and appropriately to a diverse audience.
• Proven ability to work in a fast paced environment, prioritize projects and deliverables, and interact effectively with cross-functional teams.
• Ability to manage workload and prioritize effectively under minimal supervision.
• Demonstrated ability to exercise discretion and effectively manage sensitive information.
• Demonstrated proficiency with Microsoft Office products at the following levels: ? Excel, Word, Outlook: Intermediate level of skill

Competencies

• Delivers Results Rigorously drives self and others to achieve high levels of individual and organization performance.
• Engages & Inspires Others Leads with energy, self-confidence and understanding in ways that motivate colleagues to achieve more than they thought possible.
• Focuses on the Customer & Market Continuously evaluates what is important to the customer/client and develops products or solutions that exceed expectations.
• Makes Sound Business Decisions Makes timely and well-informed decisions that advance critical priorities, capitalize on new opportunities, and resolve problems.
• Practices our Values Supports and models The Pasha Way; conduct reflects Excellence, Honesty, Integrity, Innovation and Teamwork.

PHYSICAL DEMANDS, WORK ENVIRONMENT, AND TRAVEL
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Hear and speak with sufficient clarity to understand and engage in telephonic information exchange; hear and understand verbal instructions; give and receive information verbally in person or via communication device - Often
• Walk/travel within office environment, crouch/bend to access floor-level storage - Often
• Use hands/fingers to operate office equipment, type/complete data input, write - Often
• Reach with hands, arms; lift, move and manipulate objects weighing up to 20 pounds - Regularly
• Sight sufficient to read instructions, documents, and screen-based information - Often
• Use hands/fingers to manipulate and file documents, folders, small objects - Regularly

Working Environment
This role requires work that may involve the following environmental conditions:

• Corporate office environment

Travel
40% Must be able to travel regularly and independently to U.S. locations including Hawaii.

Screening Requirements
Background Checks

Must be fully vaccinated against COVID-19, except as prohibited by law.
The information included in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive or exhaustive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

The applicable salary range is aligned to one of 5 zones according to a cost of labor index for the geographic location of the role. Starting pay for the successful applicant will depend on a variety of job-related factors, which may include related experience, education and training, location, business needs, or market demands. The expected salary range for this role is set forth below. Ranges may be modified in the future.
Zone 1: Starting rate $90,000; up to $110,000 for highly qualified candidates

The Pasha Group family of companies are EOE/AA Employers - Minority/Female/Veteran/Disabled/and other Protected Categories