Sr. Director, Business Process & Knowledge Management

The Senior Director, Business Process & Knowledge Management is responsible for leading the business process framework and knowledge management (KM) strategy, managing business analysts on enterprise-level projects, and driving continuous process improvement and automation efforts. This role focuses on aligning business objectives with efficient operations and ensuring projects align with the strategy and vision of Technology Credit Union (Tech CU). The incumbent works closely with leadership and cross-functional teams to foster innovation, optimize processes, and implement automation solutions that support Tech CU’s growth.

Essential Duties

• Leads, mentors, and manages a team of business analysts responsible for process management, gathering requirements, conducting business analysis, leading user acceptance testing, and delivering solutions for enterprise-level projects.
• Establishes standards, policies, procedures, and governance framework, ensuring compliance, for all process and KM related processes.
• Owns the enterprise process catalog and related program management.
• Ensures that the business analyst team collaborates effectively with stakeholders across departments to define project scope, identify risks, and ensure project alignment with strategic objectives.
• Ensures that all process improvement, automation, and enterprise project initiatives adhere to regulatory requirements and Tech CU standards.
• Drives the execution of all processes in the product lifecycle, including product and market research, competitor analysis, planning, positioning, and roadmap development for workflow automation solutions such as Appian, document signing solutions such as DocuSign, and KM solutions.
• Partners with project portfolio management on the development of business cases to assess potential impact on current and new processes, while driving alignment with the organization’s process framework.
• Supports the execution of enterprise-wide projects, ensuring they meet business goals, timelines, and budgets.
• Collaborates with project management office (PMO) and cross-functional teams to monitor progress, address challenges, and deliver successful project outcomes.
• Partners with finance, IT, operations, member services, and other departments to ensure alignment between business strategy, process improvements, and automation efforts.
• Leads continuous process improvement initiatives to streamline operations, reduce inefficiencies, and enhance member experience.
• Implements process improvement methodologies (Lean, Six Sigma, etc.) to optimize workflows and eliminate waste.
• Works closely with internal teams to identify areas for improvement and ensure processes are aligned with organizational goals.
• Oversees the KM strategy including the design, goals and metrics to ensure the KM efforts support broader business strategies and promote a collaborative culture that values knowledge as an asset.
• Oversees the implementation of automation technologies, such as robotic process automation (RPA) to optimize business processes and enhance operational efficiency.
• Collaborates with IT and business teams to design and deploy automation solutions that meet both operational and regulatory requirements.
• Monitors the effectiveness of automation tools and refines strategies to ensure maximum impact on member experience and operational performance.
• Leverages data analytics and business intelligence tools to evaluate the effectiveness of process improvements, automation initiatives, and enterprise projects.

Supervisory Functions

• Establishes scope of authority, schedule and responsibility for direct reports.
• Engages with direct reports and peers to align goals with organizational goals and objectives, establish performance metrics, provide feedback and develop talent.
• Manages and monitors budget to maximize operating efficiencies.
• Reviews and responds to issues identified in audit and regulatory reports.
• Supports established policy and procedures, recommending changes as needed.
• Effectively manages a hybrid workforce (onsite and remote) through strong communication, collaboration and engagement practices.

Work Schedule

• Full-time; typically 40+ hours/week.
• Flexible within core business hours, Pacific Time, M-F.
• Occasional extended early morning or late evening hours, and weekends, typically with advance notice.

Workplace Essentials

• Supports Tech CU’s Mission and Vision and consistently demonstrates Tech CU’s Values (Accelerate, Collaborate, Innovate and Cultivate).
• Meets with manager on a regular basis to discuss goal alignment, performance metrics, and development plans.
• Complies with Tech CU policies and procedures.
• Upholds employee Code of Conduct and Business Ethics and ensures confidentiality of the workplace.
• Complies with requirements imposed by federal, state and local regulatory agencies.
• Adheres to internal control and security measures designed to ensure regulatory compliance and mitigate losses and errors.

Education: Bachelor’s degree in Business Administration, Finance, or a related field. A Master’s degree is preferred.

Experience:

• 10+ years of experience in business process design, business improvement, and project/program management experience, including:
  • 5+ years in a leadership role.
  • 8+ years of experience with workflow, benchmarking and process automation solutions.
  • 5+ years of experience in a financial institution.
• Proven experience applying disciplined approaches to problem solving (Critical thinking, Root Cause Analysis, Agile Mindset).
• Proven experience managing business analysts, leading enterprise projects, and negotiating contracts with vendors and partners.
• Strong experience with automation technologies such as robotic process automation (RPA), AI, or workflow automation tools.

Knowledge/Skills/Abilities:

• Expert understanding and application of Lean Six Sigma principles.
• Demonstrated ability to align strategic business goals with operational processes and technology solutions.
• Demonstrated ability to influence change at the executive level and team level.
• Strong project and change management skills with a proven track record of delivering complex projects on time and within budget in a fast-paced environment.
• Excellent leadership, communication, and stakeholder management skills.
• Demonstrated ability to distill complex programs into concise and well-articulated presentations at scale.
• Strong understanding of Agile, Scrum and Kanban.
• Familiarity with credit union operations, regulations, and member service delivery is a plus.

Licenses/Certifications:

• Lean Six Sigma certification or an equivalent certification.
• Project Management Professional (PMI PMP) Certification preferred.
• Certified as Scrum Master (CSM) and Certified Product Owner (CSPO) preferred.

Travel: May be required to periodically attend offsite training, meetings, or events, typically with advance notice. Overnight travel unlikely.

Typical Working Conditions: Office environment with interaction with a variety of internal and external parties. May work remotely as determined by business need and individual performance.

Equipment Used: Routinely uses standard office equipment, including computer, phone, copier and other devices.

Physical Requirements: This position requires:

• Speaking and listening to interact with internal and external parties in person or via phone.
• Reading a computer screen and performing keyboarding tasks for up to 70% of the day.
• Sitting at desk and/or conference table for extended periods of time.
• Mobility to attend meetings within office building and offsite.

EQUAL EMPLOYMENT OPPORTUNITY
Technology Credit Union is an Equal Opportunity Employer. All qualified employees and applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetic information, age, disability, veteran status or any other legally protected basis. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

• Position Grade: 109
• Salary Range: minimum-$154,000, midpoint-$188,000, maximum-$222,000
• Work Location: The salary range listed is based on working in San Jose, CA. If you work remotely, your salary will be adjusted based on your geographic location.
• Typical Starting Pay: Most new hires start between the minimum and midpoint of the range (adjusted for work location if applicable), based on experience and qualifications.
• Bonus Potential: Target 20% of base salary based on company and individual performance

Tech CU is a pay-for-performance organization. We benchmark base pay to the 50th percentile of our market and offer incentive-based compensation tied to individual and company goals.

Tech CU offers a comprehensive benefits package, including:

• Health Coverage: Medical, dental, and vision plans
• Income Protection: Life and disability insurance
• Retirement: 401(k) plan with company match
• Paid Holidays: 12 days annually
• Paid Time Off (PTO):
• Accrues at 7.08 hours per bi-weekly paycheck (approximately 23 days per year)
• Increases with length of service
• Voluntary Time Off (VTO):
• 8 hours annually for full-time employees to support charitable organizations
• Additional Benefits:
• Flexible Spending Accounts
• Employee-paid voluntary benefits
• Leaves of absence in compliance with state and federal regulations